If a product delivered is not the one you ordered or is not compliant with the agreement you entered into with the merchant, you can request that the agreement be honoured, or you can seek compensation.

Merchant's obligations

Merchants are required to deliver you a product that is compliant with:

  • its description in the contract or the invoice;
  • what was described by the merchant;
  • any advertisement in which it is featured.

Recourse

The law provides for recourse when merchants fail to abide by their statements or advertisements. But first, try to reach an agreement with the merchant.

To help you assert your rights, various tools are available to you. You can first contact the Office to check whether you can use PARLe, a quick, free service provided entirely online, to try to settle your dispute with a merchant. The Negotiating with a merchant page can also guide you in the negotiation process.

If the negotiation fails, you can send a formal notice to the merchant. The Sending a formal notice page provides details on this subject.

If the merchant fails to respond to the request indicated in your formal notice, you can initiate court proceedings. The small claims court page provides details on the procedure.

You can also contact the Office de la protection du consommateur to enquire as to whether you should file a complaint.

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Last update : March 27, 2019

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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.