If you wish to exchange a book, a CD or a film you purchased or ask for it to be refunded, you must consider the merchant’s exchange and refund policy. The law does not force merchants to grant a refund or provide a credit note if you changed your mind or mistakenly bought the wrong item.

What you should have on hand before requesting an exchange or a refund

When you go back to the store to request an exchange or refund, make sure you bring the following with you:

  • the invoice;
  • the packaging;
  • documents stating the item’s exchange and refund conditions.

By doing so, you will save the staff from doing time-consuming research, which could make the exchange or refund process easier.

Cancelling an online purchase

If you purchased an item online and the merchant’s policy does not allow you to exchange it or to get a refund, other options can be considered. For more information, please see Cancelling a purchase.

Defective item

The merchant has the obligation to repair, replace or refund the item you purchased if it is defective.


Last update : November 24, 2017

Were you unable to find an answer to your question? Please call us.

The information contained on this page is presented in simple terms to make it easier to understand. It does not replace the texts of the laws and regulations.