Did you buy a pet or pet accessories online or by phone? The following information may be of interest to you.

Pet accessories and some pets can be purchased online. The same rules apply for both types of goods if delivery problems occur following the purchase.

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 what you ordered is not delivered within the following time limit:

Situations Cancellation time limit
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  • The merchant has not delivered the merchandise within 30 days following the date agreed upon in writing.
  • The merchant has not delivered the merchandise within 30 days following the purchase date, if the delivery time was not agreed upon in writing.
Anytime, before delivery

Cancellation procedure

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:

Pet accessories and some pets can be purchased online or by phone. It is possible to cancel your purchase 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.

You recommend this page: https://www.opc.gouv.qc.ca/