Ask the right questions

  • Do you offer full or partial refunds, exchanges or store credit?
  • Are there any fees for cancelling the purchase after I put a deposit on it?
  • Who is offering the warranty – the store, the supplier or the manufacturer?
  • Do I have to pay shipping and handling charges for a replacement or to get a repair?

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.