Consumer Watchdog Clarifies Delivery Rights Following Fastway Courier Queries
CCPC confirms your contract is with the retailer, not the courier. Delays or damage? The shop must sort it, not the delivery company.
The Competition and Consumer Protection Commission has issued a reminder about consumer rights for online deliveries, confirming that retailers, not couriers, are responsible for ensuring goods reach customers safely and on time.
The clarification, issued today following queries about Fastway Couriers, emphasises that consumers who order goods online have their contract with the shop or website, not with the delivery company used to transport the items.
According to the CCPC, goods remain the retailer's responsibility until the buyer physically receives them. This means any issues with delays, damage, or non-delivery must be resolved by the retailer, not the courier service.
Under the Consumer Rights Act 2022, orders should arrive within 30 days unless a different timeframe has been agreed between the customer and retailer. If delivery cannot be rearranged within a suitable period, or if receiving the goods is no longer appropriate, consumers have the right to cancel their order and receive a full refund, including any delivery charges paid.
The CCPC confirmed that retailers must process refunds within 14 days of cancellation.
The only exception to these rules applies when a consumer has independently arranged their own courier service, in which case the retailer is not responsible for the delivery.
For Cork shoppers who regularly order online, particularly during the busy Christmas shopping period ahead, these rights provide important protection when deliveries go wrong. The reminder comes at a time when many households rely heavily on courier services for everything from weekly groceries to gifts and essential items.
The CCPC is the statutory body responsible for enforcing competition, consumer protection, and product safety law in Ireland. The organisation also has expanding roles in digital and data regulation.
Consumers seeking more information about their rights can visit the CCPC website, whilst businesses can access guidance on their obligations under consumer law through the same platform.
