How to demand a refund for a partially completed commercial vehicle order in Ireland

If a dealer or workshop delivered an expensive commercial vehicle but left core parts of the written order or agreed work unfinished, your strongest early step is a tightly documented written complaint that sets out the defects, the payment timeline, and the remedy you want — typically completion within a short deadline or a specified refund or price reduction. Whether you are a consumer or a business buyer determines which legal rules apply: consumer remedies such as a full refund within the first 30 days are described by the Competition and Consumer Protection Commission, while commercial purchasers must rely more on the contract and general law (Sale of Goods and Supply of Services Act 1980). See below for how to assemble evidence, a recommended complaint and payment timeline to record, and how a formal demand letter should be used.

Why the buyer's status matters and the legal framework to bear in mind

First check whether you are a consumer or a commercial buyer. Many of the practical remedies commonly described by regulators apply primarily to consumers; the CCPC explains repair, replacement, refund and price-reduction remedies for consumers in clear terms. For commercial purchasers the contract and ordinary contract law are usually decisive, and the Sale of Goods and Supply of Services Act 1980 supplies the statutory backdrop for implied terms and remedies. Link to the Act when you need to interpret implied duties such as fitness for purpose: the text is available on the Irish Statute Book at Sale of Goods and Supply of Services Act, 1980.

If you are a consumer, the Competition and Consumer Protection Commission sets out that within the first 30 days after delivery you have the clearest route to cancel and obtain a full refund for faulty goods or services not supplied as agreed; after 30 days repair, replacement or a price reduction are typical remedies, and serious breaches may still allow termination. See the CCPC guidance on faulty goods: Problems With Faulty Products And Goods - Your Consumer Rights | CCPC.

Evidence to assemble (what actually matters in a demand)

A persuasive written demand rests on a small number of reliable records. Focus on these items and keep originals or verifiable copies:

• The contract or written order: the estimate, order form, itemised invoice and any written scope or specification. The contract description is central to proving what was promised (see the gov.ie consumer rights overview at Consumer rights and guarantees related to buying goods and services).

• Time-stamped photos and video: capture the vehicle’s condition on delivery showing every unfinished item or missing part, with timestamps or metadata. The regulator advises keeping photographic evidence for faulty goods (see CCPC guidance above).

• Written communications and a payment timeline: save emails, texts, delivery notes, work orders, receipts and dates of each payment, and note the dates when you complained or asked for completion. Citizens Information and CCPC guidance emphasise prompt written complaints; a clear timeline is crucial when you later set a firm deadline in a demand. See practical complaint wording in the CCPC "How to complain" leaflet: How to complain to a business (CCPC PDF).

• Independent inspection report: commission a mechanic or qualified inspector to write a dated report describing incomplete work, missing parts, defects and an estimate to finish or repair. Regulators recommend independent evidence where quality is disputed; an objective cost estimate helps quantify the refund or price reduction you seek (see CCPC faults guidance: Problems With Faulty Products And Goods - Your Consumer Rights | CCPC).

A recommended complaint and payment timeline to document

Use a single chronological record labelled "Complaint & Payment Timeline" and include these entries (record dates and attach supporting documents):

• Day 0 (delivery/completion): note delivery date/time, attach photos, delivery note and the original invoice.
• Day 0–7: send an initial written complaint by email and recorded delivery that lists each uncompleted item or defect, quotes the relevant contract wording, and states the remedy you want (completion within a reasonable period, full refund, or specified partial refund). Request a clear response and set an initial deadline (e.g., 7–14 days). Keep copies and proof of delivery. The CCPC and Citizens Information advise early written notice; see Citizens Information on problems with a service: Problems with a service.
• If no satisfactory response by supplier deadline: send a formal "final request" stating a short firm deadline (commonly 7 days) and warning you will cancel and seek a refund or pursue a claim. Attach the independent inspection report or cost estimate if available.
• If supplier refuses or ignores: note the refusal date, escalate to CCPC for advice and consider statutory or contractual remedies. For high-value disputes such as an expensive commercial vehicle, civil proceedings may be necessary; in that case preserve every record of payments and communications for court or solicitor review (see CCPC guidance: Problems With Faulty Products And Goods - Your Consumer Rights | CCPC).

How a written demand letter should function (and what not to expect)

A demand letter is a clear, precise statement of your position: identify the contract, summarise the incomplete work with references to the timeline and inspection report, state the sum you seek (refund, partial refund, or the cost to complete), and give a firm but reasonable deadline for payment or completion. Make clear what you will do if you do not get a response (seek remedies through consumer enforcement channels or the courts). The CCPC materials explain that complaining to the business first is advisable and that the regulator provides guidance rather than direct refunds; use the regulator’s complaint wording as a model (see CCPC complaint guidance linked above).

Do not assume a demand letter guarantees payment. It is a step to create a documented opportunity for the trader to fix the problem and to strengthen your later claim if you go to court or to an alternative dispute resolution process. For large sums, instructing solicitors or preparing civil proceedings may be the realistic next stage if the trader refuses to cooperate; the Sale of Goods and Supply of Services Act 1980 and your contract will then be central references (see the Act: Sale of Goods and Supply of Services Act, 1980).

Practical example (illustrative)

Imagine a business paid €60,000 for a fitted vehicle where the contract listed a full body fit, auxiliary wiring and an installed refrigeration unit. On delivery the refrigeration unit had not been fitted and wiring was incomplete. The buyer documents Day 0 photos, obtains a dated independent report stating a €9,500 cost to finish, and follows the Day 0–7 and final request steps above. A concise demand letter attaches the invoice, photos, inspection report and a 7‑day deadline for a full refund or payment of the completion cost. If ignored, the buyer shows the timeline and evidence to a solicitor and to the CCPC when seeking next steps.

Where to get official help and the realistic next steps

Start by following the CCPC guidance and using their complaint templates; the CCPC pages on faulty goods and buying services are practical reference points: Problems With Faulty Products And Goods - Your Consumer Rights | CCPC and Problems when buying services - What are your rights | CCPC. If you want a professionally prepared demand letter drafted from your documents, a service such as can produce a polished written demand from the evidence you supply; remember that such a service does not provide legal representation and that, for high-value commercial disputes, legal advice may still be necessary. Finally, if the trader remains uncooperative, preserve all records and discuss civil enforcement options with a solicitor — forcing resolution by court is common with expensive commercial vehicle disputes.

For help preparing a professional demand letter, BeforeSuit can help you prepare your next steps.