Do you make purchases online? When the delivery is late or the item you receive is not the one you ordered, you can request a cancellation free of charge.

The delivery is late. What can I do?

Before making your purchase, the merchant had committed to delivering your item by a specific date, which was subsequently confirmed to you in writing within 15 days after your purchase. However, the scheduled delivery date has passed and you are still waiting for your package.

First, you can check whether the merchant has an exchange and reimbursement policy and whether it may be of use in your situation.

Whether or not the merchant has such a policy, you have rights and recourse options in certain cases. Such cases include not receiving the product or service within 30 days following the date indicated in writing by the merchant.* Note that other rules apply if you purchased show tickets or transportation, accommodation or restaurant services.

To cancel your purchase, you must send the merchant a cancellation notice after either of these 2 deadlines, but before you receive the product or service. The notice may be given verbally or in writing. If you send a written notice, make sure you keep a copy and proof of delivery. The cancellation takes effect as soon as the notice is sent.

The cancellation notice obliges the merchant to reimburse you within 15 days after it is sent. If the merchant fails to do so, you have 60 days to send a chargeback request to the issuer of the credit card that was used to make your purchase.

Refer to the page titled Conditions to Cancel an Online Purchase for all the details.

*If no date was specified, the deadline is 30 days following the date of purchase.

Before making my purchase, the merchant had committed to delivering my item by a specific date, which the merchant then changed after the transaction was completed. Can I cancel my purchase?

If the date that appears in your contract (e.g. the email confirmation of your purchase) is different from the date you were given before the purchase, you have 7 days after you receive the contract to cancel your purchase.

Under the Consumer Protection Act, the merchant is required to provide you will all the information required by law before the contract is entered into. Among other things, this requirement concerns the delivery time or date. Moreover, within 15 days of your purchase, the merchant must provide you with a written document that acknowledges, among other things, all of this information as it was disclosed before the contract was entered into. Refer to the page titled Conditions to Cancel an Online Purchase for all the details, including the procedure to cancel a purchase.

The item I received is not the one I ordered. What can I do?

You ordered a red coat, but you receive a blue one instead… To make sure this is really an error, start by taking another look at the contract you entered into with the merchant to check the terms. You can also check whether the merchant has an exchange and reimbursement policy and whether it can be of use in your situation.

Whether or not the merchant has such a policy, you have rights and recourse options in certain cases. Such cases include the absence of the mandatory information the merchant must give you before the purchase. If the merchant failed to provide you with a detailed description of the item you ordered, or if the description does not correspond to the item you received, you are entitled to cancel your purchase. To do so, you must send the merchant a cancellation notice within 7 days of the item’s delivery. The notice by be given verbally or in writing. If you send a written notice, make sure you keep a copy and proof of delivery. The cancellation takes effect as soon as the notice is sent.

The cancellation notice obliges the merchant to reimburse you within 15 days after it is sent. If the merchant fails to do so, you have 60 days to send a chargeback request to the issuer of the credit card that was used to make your purchase.

Refer to the page titled Conditions to Cancel an Online Purchase for all the details.

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Last update : October 21, 2020

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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.