You would like to exchange the item that you purchased or you would like to get a refund. If the item is not defective, the law does not require merchants to grant your request.
Policies defined by merchants
Merchants are not required to have an exchange and refund policy. If they choose to have one, they are free to set the conditions. However, they are required to abide by the policy's rules, if applicable.
Documents to present to the merchant
When you go to the store to exchange the item or get a refund or credit, make sure you have the following documents with you:
- the invoice;
- any document mentioning the exchange and refund terms for the purchased item;
- the operation and maintenance instructions;
- any document pertaining to the warranty.
This will spare the staff from having to do unnecessary research, which can make it easier to return the item.
Cancelling a purchase made online or by telephone
You purchased an item through the Internet or by telephone. If the merchant’s policy does not make it possible for you to exchange the purchased item or be refunded, other options may be considered. The following pages provide information on this subject:
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.
You can reach one of our customer service officers by telephone or in writing using our information request form.