Do you want to cancel a purchase, a layaway or resquest a refund? The following information may be of interest to you.
Don’t want to buy an electronic device for which you have given a down payment? Whatever the layaway policy adopted by a merchant, they are required to comply with its rules.
Penalty in case of cancellation
Merchants cannot set in advance the penalty they will charge if you cancel an agreement (for example, in a contract, in their layaway policy, in a statement, etc.) However, in certain circumstances, they could ask for a sum of money to redress damages actually incurred because of the cancellation.
If you wish to exchange an electronic device 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 device you purchased is defective. For more information, please see the page about the reasonable lifetime of an electronic device.
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 device’s exchange and refund conditions;
- the operating and maintenance instructions;
- any document about the device’s warranty.
By doing so, you will save the staff from doing time-consuming research, which could make the exchange or refund process easier.
Cancelling a purchase
The law does not provide for any period of time in which you can cancel an order or a purchase, whether you paid with a credit card, with a line of credit, or cash.
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
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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.