Credit notes
- What is a credit note?
- Can a business offer me a credit note instead of a refund?
- Do I have to accept a credit note or voucher?
- Airline credit notes and vouchers
- More information
What is a credit note?
A credit note is a paper or electronic note that a business gives you instead of a refund. It works like a voucher that you can only use in the same shop, chain of shops or business that issued it.
Can a business offer me a credit note instead of a refund?
Yes, in some cases a business can offer you a credit note instead of a refund. For example if you change your mind about something you bought in a shop, the shop may give you a credit note as a goodwill gesture. In this situation (changing your mind about a product bought in a shop), you do not have a legal right to a refund.
However, if you are legally entitled to a refund, the business cannot insist that you accept a credit note or voucher instead.
When am I legally entitled to a refund?
In general terms, you have a legal right (also called your statutory right) to a refund for:
- Items or services bought online which you cancel or return during the ‘cooling off period’
- Flight cancellations and package holiday cancellations
You also have a legal right to certain remedies if a product breaks, is not fit for purpose or does not do what the advert or seller said it would. A remedy could be a repair, replacement or a refund.
You can read more about your rights as a consumer in Ireland and consumer rights in the EU.
Do I have to accept a credit note or voucher?
In general, you do not have to accept a credit note if you are entitled to a remedy under consumer law.
If you accept a credit note you may not be able to ask for a refund later. Always find out what your legal options are before accepting one.
Airline credit notes and vouchers
Where your flight is cancelled, you are entitled to a choice of:
- Refund of the cost of your ticket within 7 days or
- Re-routing to your final destination at the earliest opportunity or
- Re-routing at a later date that suits you (subject to availability of seats)
Airlines can offer a refund by means of a credit note or a voucher but you do not have to accept this and can insist on getting your money back.
These rules are set out in EU Regulation 261/2004(pdf).
More information
The Competition and Consumer Protection Commission (CCPC) has more information about faulty goods and changing your mind.
Find out more about your rights as a consumer in Ireland and consumer rights in the EU.