Returns, exchanges and warranties in Ontario

Returns and exchanges

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:

• do you offer full or partial refunds, exchanges or store credit?
• what do I need to bring as proof of purchase? (for example, the receipt, sales tags, original packaging)
• are there any extra fees to return an item? (for example, restocking fees)
• are there rules about returning seasonal items after a certain period?
• can I return personal items, such as jewellery or lingerie?
• can I return an item I opened or used?

We recommend getting the store’s policy in writing if you think you may have to return an item.

You have the right to ask for a refund if a business misrepresents their product or service.

Learn how to write a complaint letter to the business to help resolve your issue.

Making a deposit

When you put a deposit on an item at a store, ask the following questions:

• will the store refund my deposit if I change my mind?
• are there any fees for cancelling the purchase?
• what do I need to bring as proof of purchase to get the item?  (For example, receipt, contract, credit card)

Make sure to get a written contract and receipt for your full or partial payment.

Under the Consumer Protection Act, a written contract is required if the value of your purchase from a business is more than $50 including the deposit.

This contract must have all the details of the transaction, such as:

• credit terms
• payment due date
• delivery details

Warranties

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:

• how long is the warranty for?
• what kind of defect or damage does the warranty cover – installation errors, accidents etc.
• who offers the warranty – the store or the manufacturer?
• do I get a replacement or repair?
• do I have to pay shipping and handling costs for a replacement or to get a repair?
• where do I go if the item needs repair?
• does it include the price of both parts and services for repair?

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:

• shop around for the best price that includes the cost of the extended warranty
• find out if your credit card offers any protection for a purchase. If it does, you may not need an extended warranty
• research the company offering the warranty. Remember, if a company closes down, you may not be able to enforce your warranty

Canada’s Competition Bureau enforces the 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 cannot act on your behalf to obtain a refund or to settle a dispute between two parties.