Did you buy an appliance that was delivered late or was damaged on delivery? The following information may be of interest to you.
Merchants are required to respect an agreed-upon delivery date, whether the agreement was verbal or written.
Possible recourse in case of delivery delays
The law provides for recourse when a merchant fails to respect the date on which they agreed to make a delivery to you. But first, try to reach an agreement with the merchant.
If a merchant delivers a damaged appliance, they can:
- repair it;
- replace it; or
- refund payment.
Having an appliance replaced
You cannot request a damaged appliance be replaced by a new one, but you can negotiate with the merchant to try to convince them to do so. However, if a repair would not bring the appliance back to its original state, you can request it be replaced.
Tools made available by the Office
To help you resolve your problem, the Office has made various tools available to you. First, refer to the Resolve a problem with a merchant section, which presents the various steps to follow. Among other things, you will find suggestions on negotiating with a merchant in order to reach an agreement.
The Office also makes available information kits tailored to problems of an exclusively civil nature. They cover reasonable durability of goods, deliveries and non-conformity of goods or services. The Download an information kit page provides all the information you need.
Last update : May 2, 2022
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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.
You can reach one of our customer service officers by telephone or in writing using our information request form.