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.
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 : August 15, 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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