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.

Cancelling an online purchase

If you purchased an electronic device 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 made online or by phone.

Top of page