Stores and other suppliers are not legally required to offer refunds or exchanges. It’s important that you check each store’s policy before making a purchase – and get it in writing.
If you want a refund or exchange based on an unfair practice, you have legal rights and the retailer must address this issue. In this case, visit Your Consumer Toolbox to learn about how to make a complaint.
Before you make a purchase, find out:
- If the store gives full or partial refunds, exchanges or credit notes. Get their policy in writing.
- If seasonal items can only be returned within a certain period of time.
- What personal items, such as jewellery or lingerie, are excluded from the store’s policy.
- What you need as proof of purchase to return an item – a sales slip, cancelled cheque, account bill and/or original packaging.
- If only unopened or clearly unused merchandise can be returned.
- If there is a “restocking”, or similar fee, to return goods.
Important Information About Deposits
- Before making a deposit, be certain you’ll want to carry through with the purchase. Not all stores will let customers change their minds after they’ve put deposits on items or arranged to purchase through layaway plans.
- Never make a deposit or partial payment without getting a written contract and receipt acknowledging your payment. When the total to be paid after the deposit exceeds $50, the law requires that these “future performance agreements” must be in writing. If the business complies with the law, you’ve entered a contract and are responsible for paying the full amount by the agreed date.
