If your contract was concluded online or by phone, specific rules apply. It is possible to cancel the contract without needing to pay any fees, within short elapsed time periods, if the merchant has not respected certain commitments.

Situations Cancellation time limit
You have not received the appliance or it has not been installed :
  • within 30 days following the date agreed upon in writing;
  • within 30 days days following the contract signature date, if no other date is indicated in the contract.
Anytime, before the merchant delivers or installs the appliance.
The merchant did not send a copy of the contract within 15 days after it was concluded. 30 days following the contract signature date
  • The merchant did not provide all the mandatory information before you entered into an agreement, or it failed to provide them clearly.
    (If you become aware of this only on day you take delivery of the appliance, you then have 7 days to cancel the contract.
  • The merchant did not clearly provide the opportunity to accept or refuse its proposal or to amend it.
  • The contract you received does not contain all the mandatory information.
  • The contract you received cannot be printed and retained.
7 days following receipt of a copy of the contract

How to cancel a contract concluded online or by phone

To cancel such a contract, you must send a cancellation notice to the merchant. You are free to use the notice template and method of delivery of your choice. The Office de la protection du consommateur advises you to use registered mail or any other method that provides a proof of delivery. In any case, make sure to keep a proof of shipping or delivery.

The cancellation will take effect on the notice’s delivery date. The merchant must refund you within 15 days after the notice’s delivery.

Online purchases

Did you purchase the appliance online and paid with a credit card? 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 further information on this topic, please see :

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Last update : November 24, 2017

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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.