Although many retailers that sell you goods in store or online have a return policy that allows for refunds or exchanges, the law doesn’t require them to.
Learn what you need to ask before you shop at retail stores.
The Consumer Protection Act sets out requirements for refunds in some circumstances for certain types of agreements but does not provide a general right to return or exchange goods. The terms and conditions of an agreement between the business and consumer may determine if a business is required to provide a refund in a particular situation.
Before you buy, find out if the store has a return policy that includes exchanges or refunds. Here are some questions you can ask:
We recommend getting the store’s policy in writing if you think you may have to return an item.
When you put a deposit on an item at a store, ask the following questions:
Make sure to get a written contract and receipt for your full or partial payment.
This contract must have all the details of the transaction, such as:
A warranty is a promise by the business to repair or replace a defective item for a period of time after the purchase.
Before you purchase an item, make sure to check the terms and conditions of the item’s warranty. A few things you need to ask include:
An extended warranty offers the same promise over a longer period of time, and usually costs extra.
Make sure the cost of the extended warranty is worth the extra protection you will receive. It might be cheaper to buy a newer model if it’s a low-cost item, or the extended warranty does not cover shipping and handling charges or replacement parts.
Make sure you understand the terms and conditions of the extended warranty before signing a contract for one. If you feel you need extended coverage for the item, you should:
Canada’s Competition Bureau enforces rules against misleading warranties and guarantees. You are encouraged to report misleading claims about warranties and guarantees to them. Please note that the Competition Bureau does not provide legal advice and it cannot act on your behalf to obtain a refund or to settle a dispute between two parties.
