If a merchant delivers a damaged product, they can:
- repair it;
- replace it; or
- refund payment.
Having a product replaced
You cannot request a damaged product be replaced by a new one, but you can negotiate with the merchant to try to convince them to do so.
Tools made available by the Office
To help you resolve your problem, the Office has made various tools available to you. First, refer to the Resolve a problem with a merchant section, which presents the various steps to follow. Among other things, you will find suggestions on negotiating with a merchant in order to reach an agreement.
The Office also makes available information kits tailored to problems of an exclusively civil nature. They cover reasonable durability of goods, deliveries and non-conformity of goods or services. The Download an information kit page provides all the information you need.
Last update : May 2, 2022
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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.
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