Did you buy a book, music or a film online or by phone? The following information may be of interest to you.
It is possible to cancel a purchase made online or by phone without charge and within short elapsed time periods if the merchant has not respected certain commitments, such as when the merchandise you ordered is not delivered within the following time limit:
|Situations||Cancellation time limit|
| ||Anytime, before delivery|
You must submit a cancellation notice to the merchant. The Office de la protection du consommateur advises you to keep proof of delivery of this notice. You can send it by e-mail, by fax or by registered mail. The cancellation will take effect on the notice’s delivery date.
The merchant must refund you within 15 days after the notice’s delivery. They must also refund reasonable shipping costs incurred to return the item.
Credit card purchases
Did you use a credit card to make a purchase? If the merchant does not refund you within 15 days following the purchase cancellation, you can file a chargeback request within 60 days.
Chargebacks allow you to ask your credit card company to credit the amount paid to your account. For more information, please see:
It is possible to cancel a purchase made online or by phone without charge and within short elapsed time periods if the merchant has not respected certain commitments.
First, you should review the merchant’s exchange and refund policy to see whether it applies to your situation. If it does not, you may be able to cancel your purchase if you respect set conditions and time limits.
Consult the following pages for more information: Conditions to cancel an online purchase and Conditions to cancel a purchase made by phone or by mail.
Last update : May 3, 2021
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.
You can reach one of our customer service officers by telephone or in writing using our information request form.