Introduction
The Consumer Rights Act 2022 outlines your rights when you buy online, by catalogue or over the phone. This page explains these consumer rights when buying a product from Pilot.ie
Your rights
When you buy online, you have the right to the same protections under consumer law as buying in a shop.
Extra Rights
When you buy goods online you are entering into a contract called a distance contract. With this type of contract, you do not enter into the contract in person and you cannot check the products before you buy. Because of this, you have extra protections under consumer law – see below.
Before you Buy
Under consumer law you have a legal right to certain information before and after you buy online.
Information Before you Buy
You have a legal right to information before you buy, including:
- The seller’s business name, address, phone number, email address and other communication channels. This information is available on the Contact Us page, on the Companies Registration Office (CRO) website and by contacting us directly.
- Product details (if not already clear)
- Total price, or how it will be calculated
- Personalised price, when this applies (this is where the price is calculated based on your profile or online behaviour)
- Length of the contract
- Details on payment and performance
- Any extra charges, for example, delivery charges
- Your right to cancel, where it applies
- Any conditions that apply to deposits, when applicable
- Delivery information
The information must be clear, understandable and given to you before you buy.
Information Before you Checkout
We will make sure you always know when you are making a payment and that the total price is clear to you.
Information after Buying
When you make an order, you will receive an email confirmation of the order details. If you opt to create an account, order details will also be available there. Your order will be updated as it is processed, and you will receive an update via email each time this happens.
Your Right to Cancel
You have a right to cancel within 14 days when a product is not bought in a physical shop. This is also known as a ‘withdrawal’ or ‘cooling off’ period. This means you can cancel the contract up to 14 days from when the contract was agreed and get a full refund.
You do not have to give you a reason for cancelling. The 14 days start once you physically receive the goods.
How to Cancel
Before the cooling-off period ends, you must tell us you want to cancel. You must do this in writing by email or post.
Right to a refund within 14 days of cancellation
You will be refunded within 14 days of cancellation, using the same payment method you used, unless you agree to a different payment method.
Excluded Purchases
The cooling-off period does not apply to certain purchases.
Examples are:
- Personalised or custom-made products
- Products with a short shelf life that spoil quickly
- Products that cannot be returned for health or hygiene reasons
- Leisure services that are for a set date or period such as hotel bookings, car rental or concert tickets
Who pays for the cost of return?
The buyer is responsible for returning the product to us. In some exceptional circumstances, we may agree to cover the cost of returning the goods.
Taxes and duties on online sales
At the checkout you will be told how much VAT is payable on your order. All prices on the website include VAT where appropriate. In the case of alcohol products, the sale is made directly with the manufacturer and not with Pilot.ie . They will dispatch this product separately to the rest of your Pilot.ie order.
Your rights when an order is delayed or not delivered
Our policy is to dispatch your order on the same day when received before 2pm on a working day. In most cases we do not facilitate back orders so we will only sell you a product if we have it in stock. Where a product is not available for some reason, we will dispatch it within 7 days or on another agreed date with the buyer. In all cases this will be within 30 days unless otherwise agreed with the buyer.
Faulty goods and services
All products or services you buy online must meet certain conditions of quality, performance and durability to be in conformity with the contract you made when you bought it. In conformity means the product or service is as you expect it would be according to the contract you made with the seller. If you find a fault with your goods, please contact us immediately and we will rectify the situation as soon as possible.
How to complain
We aim to provide the highest standard of service. If you’re not happy with any aspect of our service, please get in touch using our contact us page.
More information
Read more from the CCPC on buying online. You can also read about the Consumer Rights Act and what it means for you.
Competition and Consumer Protection Commission
Bloom House
Railway Street
Dublin 1
D01 C576