Have you made an online purchase? It is possible to cancel it without charge and within a short period of time if the merchant has not respected certain obligations. The following information may be of interest to you.

Have you made a purchase online and want to cancel it? It is possible in certain situations.

First, check whether the merchant’s exchange and refund policy can be applied. You can also decide to cancel your purchase if you respect the prescribed conditions and time limits.

Situations and cancellation time limits

Situations Cancellation time limit

You did not receive the item or service:

  • within 30 days following the date agreed upon in writing;
  • within 30 days following the purchase date, if the delivery date was not specified in the contract.

Transportation, lodging, or food services

You did not receive the necessary documents to get access to paid services (such as airplane tickets) on the date agreed upon in writing.

Tickets to attend an event (for example, concert tickets or tickets for a sporting or cultural event)

You did not receive the tickets on the date agreed upon in writing.

Anytime, before you receive the item or service
  • The merchant did not send you a copy of the contract within 15 days after the purchase.
30 days after purchase
  • The merchant did not give you all the required information before the purchase. See the Getting all required information page.
  • The merchant did not disclose the information before the purchase in the manner prescribed by the Consumer Protection Act (e.g. the information was drowned out by a multitude of other information). See the Getting all required information page.
  • The merchant did not clearly offer you the option of accepting or refusing the proposal, or to correct any errors it may have contained.
  • The contract does not contain all the required information See the Contents of the contract page.
  • The contract you received cannot easily be saved and printed.
7 days after you receive a copy of contract

You realize, when you receive the item or service, that:

  • the merchant did not give you all the required information before the purchase, or
  • this information was not presented in the manner prescribed by the Consumer Protection Act, e.g. the information was drowned out by a multitude of other information.

See the Getting all the required information page.

7 days after you receive the item or service
You paid for the purchase by credit card and, when you receive your account statement, you realize that:
  • the merchant did not give you all the required information before the purchase, or
  • this information was not presented in the manner prescribed by the Consumer Protection Act, e.g. the information was drowned out by a multitude of other information.

See the Getting all the required information page.

7 days after you receive the credit card account statement

You purchased tickets from a reseller to attend an event, but it was cancelled.

After the scheduled date of the event, but before it takes place, if it is postponed.

You purchased tickets from a reseller to attend an event. The event, the place or seat, or the value of the ticket does not correspond to what was said, written, advertised or claimed when you made your purchase.

After the tickets are delivered, but before the event takes place.

Purchase cancellation procedure

To cancel a purchase, you must:

  • send a cancellation notice to the merchant within the prescribed time limit. The notice can be verbal or written. The Office de la protection du consommateur recommends that you keep proof of delivery of this notice. For example, you can send it by email, fax or registered mail. The cancellation will take effect on the notice’s delivery date;
  • return the item in the condition in which you received it:
    • within 15 days after sending the cancellation notice, or
    • within 15 days after the delivery of the item if it was delivered after the purchase was cancelled.

The merchant must reimburse you within 15 days after the notice was sent. They must also cover reasonable shipping costs incurred to return the item.

Chargeback requests

Did you use a credit card to make the purchase? If the merchant does not reimburse you within 15 days following the purchase cancellation, you have 60 days to file a chargeback request with the issuer of the credit card you used to make your purchase.

Exceptions: purchases not covered by these rules

The cancellation rules detailed above do not apply to the following online purchases:

Other recourse options beyond the prescribed time limits

If you did not cancel your purchase within the prescribed time limits, you may have other recourse options if the merchant has failed to respect any of their commitments. For more information, please contact the Office de la protection du consommateur. The Contact us page provides all of our contact information. You can also consult a lawyer.

Has the merchant failed to meet certain requirements regarding your purchase on a Web site? You can cancel your purchase if you follow the terms and time limits.

Has the merchant failed to provide a refund within 15 days of the cancellation of your purchase? If you paid by credit card, you can file a chargeback request with your credit card company within 60 days.

Contents of a chargeback request

Your chargeback request must be submitted in writing. It must contain the following information:

  • the credit cardholder’s name ;
  • the credit card number and expiry date ;
  • the merchant’s name;
  • the contract conclusion date;
  • the amount charged to the credit card account;
  • the amount the merchant is required to refund;
  • a description of the goods or services covered by the chargeback request;
  • the reason for cancellation;
  • the cancellation date of the purchase;
  • the means by which the cancellation notice was delivered.

The credit card issuer’s obligations

The credit card issuer must acknowledge receipt of your request within 30 days of receiving it.

The card issuer must credit the amount paid to your account and cancel any fees related to the purchase charged to your account, in the shorter of the 2 following time periods:

  • no more than 90 days after receiving your request;
  • within a timeframe corresponding to 2 complete account statement periods.

Exceptions: chargeback request not applicable

The regulations governing chargebacks do not apply to certain types of online purchases:

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