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:

• refund of online purchases;
• refund of phone or mail purchases.

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