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- What is a credit note?
- Is it legal for a business to 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 issued by a business to a customer in place of a refund. A credit note acts like a voucher that can only be used for the particular shop, chain of shops or business that issued the credit note.
Is it legal for a business to offer me a credit note instead of a refund?
Yes, businesses are legally allowed to offer you a credit note in place of a refund. In some cases a shop may give you a credit note as a goodwill gesture, for example if you change your mind about something you bought (for products bought in a shop, you do not have a legal right to a refund because you change your mind).
However, if you are legally entitled to a refund, then the business cannot insist that you accept a credit note or voucher instead (except in very limited cases for package holidays – see below).
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 – see more below
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 in our documents on 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 your complaint is covered by consumer law (except in very limited cases for package holidays – see below). Instead, you can insist on a repair, a replacement or a refund.
If you accept a credit note you may not be able to ask for a refund afterwards.
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 at your convenience, subject to availability of seats
A refund in this case means a cash refund (or a refund onto the original method of payment, where you paid by debit card or credit card or by cheque or bank order). 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 a full refund.
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.
Page edited: 3 June 2022
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Contact Us
If you have a question about this topic you can contact the Citizens Information Phone Service on 0818 07 4000 (Monday to Friday, 9am to 8pm).
You can also contact your local Citizens Information Centre.