You would like to exchange the item that you purchased or you would like to get a refund. If the item is not defective, the law does not require merchants to grant your request.

Policies defined by merchants

Merchants are not required to have an exchange and refund policy. If they choose to have one, they are free to set the conditions. However, they are required to abide by the policy's rules, if applicable. 

Documents to present to the merchant

When you go to the store to exchange the item or get a refund or credit, make sure you have the following documents with you:

• the invoice;
• any document mentioning the exchange and refund terms for the purchased item;
• the operation and maintenance instructions;
• any document pertaining to the warranty.

This will spare the staff from having to do unnecessary research, which can make it easier to return the item.

Cancelling a purchase made online or by telephone

You purchased an item through the Internet or by telephone. If the merchant’s policy does not make it possible for you to exchange the purchased item or be refunded, other options may be considered. The following pages provide information on this subject:

• Conditions to cancel an online purchase;
• Conditions to cancel a purchase made by phone.