If you wish to exchange a game or a toy 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.
However, the merchant does have obligations if the item you purchased is defective. For more information, please see the page about the reasonable lifetime of games and toys.
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 a game or a toy 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.
Last update : October 30, 2020
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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.