Cooling-off period

When you sign up for a contract or purchase a mobile phone remotely (such as online or over the phone), you have a 14-day cooling-off period under the Consumer Rights Act 2022. This page explains what the cooling-off period means for you as a customer, when it begins, and the situations where it does not apply.

When does the cooling-off period apply?

This period applies when a consumer makes a purchase or enters into a contract via “distance selling” or “off-premises selling”. This includes orders made online, over the phone, via email, or when a sales representative visits your home or place of work.

If you change your mind during the cooling-off period, which lasts for at least 14 days, you have the right to cancel. You do not need to provide a reason for cancelling, and there is no requirement for the product or service to be faulty. While a mobile provider can offer a longer cancellation window, 14 days is the legal minimum they must provide.

When does the cooling-off period start?

For handsets and hardware

For mobile phones or accessories bought online or by phone, the cooling-off period begins the day you receive physical possession of the goods. You then have 14 days from that date to cancel the purchase. 

Example: If your new mobile is delivered to your home or a collection point on 2nd March, you have until the end of 16th March to cancel (the 14-day period includes weekends and bank holidays).

For services and SIM only plans

If you have signed up for a SIM only plan (bill pay) or a service contract remotely, the cooling-off period starts the day the contract was concluded (the day you agreed to the deal). 

Example: If you signed up for a plan on 3rd April, your right to cancel expires at the end of 17th April.

Does the cooling-off period apply to business customers?

It is important to note that statutory cooling-off rights do not apply to business-to-business (B2B) contracts. If you are a sole trader, a small business owner (SME), or purchasing on behalf of a company, you do not have a legal right to a 14-day “change of mind” period.

Once a business contract is signed or agreed upon over the phone, it is legally binding immediately. Any right to cancel would depend entirely on the specific Terms and Conditions (T&Cs) of your provider. We strongly recommend that business customers review all contract terms carefully before committing, as cancelling a business line early often incurs early termination fees (ETFs).

When does the cooling-off period not apply?

  • If you bought the phone or signed the contract in person at a provider’s permanent retail store (business premises).
  • If you are a business customer or signed the contract as a sole trader/company.
  • If you notify the provider that you want to cancel after the 14-day window has closed.

Your provider’s obligation to inform you

Under Irish law, your service provider must clearly inform you of your right to cancel before you complete your purchase. This information must be transparent and easy to understand.

If the provider fails to inform you about your cooling-off rights at the time of purchase, your right to cancel is automatically extended. In such cases, your 14-day window only begins once the provider has correctly supplied you with the required information.

How to cancel during the cooling-off period

You can generally notify your provider via phone, email, or a cancellation form on their website. However, it is highly recommended to cancel in writing (email or letter) and keep a copy for your records.

If a dispute arises, the burden of proof is on you to show that you cancelled within the timeframe. For high-value items, you may wish to use Registered Post via An Post to ensure you have a record of delivery.

Tip! Always save a copy of your cancellation message. If you cancel via an online webform, ensure you receive a written acknowledgement or a reference number immediately.

If you cancel over the phone, insist on a confirmation email being sent to you while you are still on the line.

What about refunds and charges?

For products

The seller must refund the full cost of the item and the standard delivery charges. Note that you may be liable for any diminished value of the handset if it has been used beyond what is necessary to establish its nature and characteristics (e.g., more than just turning it on to check it works). 

However, you are usually responsible for the cost of returning the handset unless the provider offers free returns or failed to inform you that you would have to pay for the return postage.

For services

If you paid a deposit or an upfront connection fee, this should be refunded. However, if you requested the service to start immediately (before the 14 days were up) and you have used the service (calls, texts, or data), the provider is entitled to charge you a pro-rata amount for the period the service was active.