Do you want to cancel a purchase or request an exchange or a refund? The following information may be of interest to you.

If you wish to exchange a tool or a material 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 tools or materials.

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 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 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, a line of credit, or cash. The same applies if you charged the purchase to your hardware store account.

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.

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