When you make a phone or mail purchase, merchants are required to provide certain information before you complete the transaction, including:
- the name, address, telephone number and, if applicable, the fax number and e-mail address of the company;
- a detailed description of the goods or services being sold to you;
- the price of the goods, related fees and applicable taxes;
- the total cost of your purchase;
- a description of all additional fees that may be charged by another merchant for which the cost cannot be reasonably calculated. These may include, for example, customs and brokerage fees;
- the payment terms;
- the currency used to pay for the purchase if not in Canadian dollars (Euros, US dollars, etc.);
- the delivery time or date, and, if applicable, the delivery method and the name of the carrier;
- the cancellation, return, exchange and refund policy, if applicable.
Merchants who resell tickets for a show or an event at a price that is higher than the one advertised by the official ticket office are also required to provide you with the following information:
- the name of the official ticket office;
- information to the effect that tickets may be sold at the ticket office;
- the price of the tickets sold at the ticket office;
- the fact that the tickets in question are being resold;
- the maximum price agreed to by the producer of the show or event, if applicable;
- the place or seat the ticket entitles its holder to occupy, if applicable.
In all cases where tickets are resold, merchants are also required to inform you that you will be refunded if you find yourself in any of the following situations:
- the ticket grants admission to a show or an event that is cancelled;
- the ticket does not grant you admission to the show or event;
- the show or event to which the ticket grants admission, the place or seat it allows you to occupy, or the value of the ticket does not correspond to what was said, written, advertised or claimed during the resale.
This information must be presented in a manner that is clear and easy to understand, and be expressly brought to your attention.
When the information is provided in writing
If a merchant makes an offer in writing, you should be able to easily retain the information provided.
When the information is provided by phone
If a merchant makes an offer by phone, they can choose not to provide all the required information before you make the purchase. However, within 15 days after the purchase, they must provide a contract that includes the note provided in article 6.5 of the Regulation respecting the application of the Consumer Protection Act.
The note informs you, among other things, that you can end a contract without incurring any fees within 7 days following receipt of the contract.
Option to accept, modify or refuse an offer
Before completing the purchase, merchants must provide the option to accept, modify or refuse their offer. Read the summary of your order carefully before confirming your purchase. Merchants do not always allow exchanges or refunds of products purchased by mistake.
The merchant must provide you with a copy of the contract within 15 days of the purchase. You must be able save and print it easily. The page titled Contents of the contract outlines the information that must be included.
Your rights if there is a problem
If a merchant does not abide by these rules, you can cancel your purchase and return the product at the merchant’s expense. The page Conditions to cancel a phone or mail purchase indicates the terms and time limits.
Exceptions: purchases not covered by these rules
Merchants are not subject to these requirements for certain types of phone or mail purchases:
- prearranged funeral services and pre-purchased sepultures;
- goods that may perish quickly, for example, food products;
- goods purchased by auction, as defined by article 1757 and subsequent articles of the Civil Code of Québec;
- lottery tickets (from Loto-Québec, for example).
Last update : November 12, 2020
Were you unable to find an answer to your question? Please call us.
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.