Mastering Exchanges and Refunds

Exchanging and Refunding Non-Defective Goods: 

Thinking of swapping or returning a non-defective item? Here’s what you need to know: 

Merchant Policies:
Merchants aren’t obligated to have exchange and refund policies, but if they do, they can set the conditions. Be sure to understand and follow these conditions.  

Required Documents:
When heading to the store for an exchange or refund, bring along key documents: 

• Invoice

• Any document outlining exchange and refund terms

• Operation and maintenance instructions

• Warranty-related documents 

Having these on hand streamlines the process and makes your return hassle-free.   

Online and Telephone Purchases:
For online purchases, you have rights under the Consumer Protection Act. Follow these steps: 

1. Check if your purchase can be canceled.

2. Cancel with the merchant.

3. If no reimbursement is granted within 15 days, file a chargeback request with your credit card issuer within 60 days.

4. Check for credit within 90 days or 2 complete account statement periods.

5. If no credit is granted, send a formal notice to the credit card issuer. 

6. 
   

Cancelling a Purchase Made by Phone or Mail:
If you made a purchase by phone or mail, follow these steps: 

1. Check allowable cancellation situations and deadlines.

2. Send a cancellation notice to the merchant within the prescribed time.

3. Return the item within 15 days of sending the cancellation notice.

4. If the merchant doesn’t reimburse, file a chargeback request with your credit card issuer within 60 days. 

Exceptions exist for certain purchases, such as prearranged funeral services, perishable goods, auction purchases, lottery tickets, credit contracts, and specific service contracts. 

Exchanging and Refunding Defective Goods: 

If the purchased item is defective, the Consumer Protection Act steps in:   

• The merchant must repair, exchange, or refund the defective item.

• Consumer rights extend beyond any stated exchange and refund policies. 

Remember, even with policies in place, your rights are protected by law when dealing with defective goods. 

Conclusion:

Mastering exchanges and refunds involves understanding merchant policies, having the right documents, and knowing your rights under the Consumer Protection Act. Stay informed, be proactive, and ensure your post-holiday transactions are smooth and in line with Quebec’s consumer protection legislation. As always, this information is provided for awareness, not as legal advice.

Need more personalized guidance? Book a virtual consultation with a Leya legal professional for in-depth assistance.