A merchant is unable to respect the delivery date agreed upon with you? The law provides for recourse.

Merchants are required to respect an agreed-upon delivery date, whether the agreement was written (in a contract or an invoice) or verbal.

Recourse in case of delivery delays

The law provides for recourse when a merchant does not respect the delivery date agreed upon with you. But first, try to reach an agreement with the merchant.

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, warranties and non-conformity of goods or services. The Download an information kit page provides all the information you need.

It is possible to cancel a purchase made online, by phone, or by mail without charge and within short elapsed time periods if the merchant has not respected certain commitments, such as not respecting the agreed upon delivery date.

Cancellation within 30 days

You can cancel your purchase before delivery within the following time limits:

  • 30 days following the date agreed upon in writing;
  • 30 days following the date of purchase, if no other date is indicated in the contract.

Cancellation procedure

To cancel your purchase, you must submit a cancellation notice to the merchant within the time limits. The Office de la protection du consommateur advises you to do this in writing so you can keep proof of delivery of this notice. You can, for example, send it by e-mail, by fax, or by registered mail. The cancellation will take effect on the notice’s delivery date. If you have already incurred fees, the merchant must refund you within 15 days after the notice’s delivery.

Chargeback request

Did you use a credit card to make a purchase? If the service provider does not refund you within 15 days following the contract cancellation, you can file a chargeback request within 60 days to your credit card company. For more information, please see:

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

Last update : May 3, 2021

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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.