Has the merchant failed to meet certain requirements regarding your phone or mail purchase? 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 phone or mail purchases:

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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.