“What’s your return and refund policy?” is a question you may always want to ask before paying for your purchase at a store. Retail sales aren’t bound by BC law to provide mandatory returns or refunds. There are dozens of different return policies that can exist at stores and in order to be a savvy consumer, asking that one question can save you a lot of frustration if you decide that outfit you splurged on last week really isn’t as amazing as you thought.
Some stores offer full refunds within two weeks. Some only offer store credits or exchange only. Others offer a refund so long as the item hasn’t been opened or worn. You might have noticed while holiday shopping that a large number of retailers have extended their return or refund policies a few weeks longer than normal. They do this so that the recipient of your gift has some time to return the product after the craziness of holidays has subsided. Some stores do not have refund policies and determine all sales are final (yes they’re allowed to do this!).
Our inquiry team continues to get questions about return policies and procedures, so we wanted to remind everyone that refund policies are not regulated by law. It is up to the consumer to find out a store’s policy. We promise it’s not difficult to do this. Just ask the nearest salesperson you see and ask “what is your return policy?”
ADDITIONAL READING:
Dear Consumer Protection BC: returns and refunds
Can I return a new car?
Returns and refunds: a tribute to smart holiday shopping
I purchased a pair of shoes yesterday that were deemed final sale as the store is going out of business. I discovered upon getting home that they were damaged (leather is separating from the sole). Do I have any recourse to take them back? I just want the damaged shoe replaced as they were expensive.
Hi Justine,
That’s a tough one. Typically when people purchase new items, a piece of legislation called the Sale of Goods Act may apply. It is our understanding that when a consumer purchases a defective item, the seller must address the situation typically by returning the consumer’s money, offering an exchange or store credit, or repairing the item. Unfortunately there is no government body or other agency that administers this Act although it can be used in court. In your specific situation, I’m not certain that the Sale of Goods Act will apply for items that are final sale. For a definite response, you would have to speak with a lawyer to determine if the Sale of Goods Act applies in this case. Good luck!
Hi Michelle,
I recently made an online charitable donation with my Visa and realized that I made a mistake (too many zeros!). I understand that under charity law refunds of donations are difficult – but are there sections of consumer protection legislation that might apply (seeing as it’s a monetary transaction)?
Thanks!
Hi Sarah,
Thanks for your question. There is nothing in the legislation that we are responsible for that speak to this type of thing. However we would recommend that you start by contacting VISA to let them know what happened and then also follow up with the charity to tell them. I hope it works out for you – it’s so easy to add on that extra zero!
Hi Bruce,
When someone purchases an item from a store that ends up being defective, there is a piece of legislation which may apply called the Sale of Goods Act. We do not oversee this piece of legislation nor does any other BC agency. It is however a BC Law that must be followed and can be used in court if need be. I believe the Sale of Goods Act applies in your situation and the retailer must address the situation by either providing a new product, refunding your money, providing store credit, or repairing the item. It is the retailer’s choice how they address the problem. This situation is a little difficult as it may become a “he said, she said” issue with regards to who actually broke the netbook itself. I hope the repair depot is able to resolve this for you!
I purchased a book and upon my return home realized it was one that I already had in my collection. The next day I returned to the store and asked to exchange the book (with my receipt) but was told exchanges on books were not allowed, only clothing could be exchanged. My receipt stated that exchanges & credits were available on clothing within 7 days with receipt, but did not state any exceptions re: other types of merchandise. A written store policy was posted, but it stated that exchanges & credits were allowed with a receipt (in the first paragraph). Again (in another paragraph) it specifically mentioned clothing could be returned, only with receipt within 7 days. I believe the store’s written policy is poorly written and does not reflect what I was told. Which applies? And what should happen if a store does not follow it’s written policy?
Hi Victoria,
Unfortunately a store’s policy is just that and not a “law”. If the store chooses to dishonor their own policies you can try filing a complaint with the Better Business Bureau. Because the retail industry isn’t regulated in BC, retailers are not even required to post return policies. Perhaps if you aren’t getting your questions answered to your satisfaction with the store, you could also ask to speak to a manager (if you didn’t already do that).
I bought a pair of glasses in November and I have been dealing with the optical shop every few weeks since. Several times the lenses were sent back to the lab and they admitted there was something wrong so they were remade more than once. The most recent pair not only had the same limited visibility of the last pair but they also did something to my eyes and for the last week my eyes have been sore and blurry.
When I returned the glasses this week I requested a refund for the lenses. I was willing to absorb the price of the frames – but the lenses weren’t working and I had lost faith in the lab. I was told all I could do was get 650.00 store credit. The idea of having to go back to this place is unacceptable considering the inconvenience and pain I have dealt with over the last 3 months. What can I do? Not only is this place willing to have me as a disgruntled customer, but also my husband who buys his glasses there but won’t after this ordeal. How can I get a refund?
Hello Lee, thank you for your question.
You may want to try filing your complaint with the BC College of Opticians. They have their own complaint process which can be found here: http://www.cobc.ca/The_Complaints_Process.aspx
I hope this information has been useful and that they are helpful in resolving your complaint.
Hi,
I purchased an aesthetic package (ie. a facial treatment) for which I have not started but paid ahead. The technician no longer works there and I do not trust anyone else treating my face due to the sensitive nature of the treatment. I expressed my discomfort with being treated by another tech that I don’t know and feel maybe not experienced to treat certain conditions. I asked for a refund and they are refusing me and stating they can simply credit the account for different services. They stated a refund is on a “case by case basis” they have no clear refund policies indicated anywhere. How can I get my money back?
Hi Kennie, thanks for reaching out to us. A store’s policy on returns and refunds is up to them to decide. So if they’ve told you it’s not an option in this scenario, they are within their rights to do that. If you’re not sure where their policy is posted, I would suggest asking them. While it’s best practices to have the policy posted so consumers are aware (it could be in a receipt or in the fine print on the website), ultimately, it is up to the consumer to determine a store’s policy before making the decision to make a purchase. This is why it’s so important to ask so you can make informed buying decisions. I suspect this wasn’t the answer you were looking for but I hope it helps.
I purchased a set of cookware through a direct sales company. They called us for a “free live cooking show” and made us sit through a 3 hour presentation then high pressure sales us into purchasing their cookware set. It was not cheap – $2900, but it was a high quality set. However, since we do not need a set right now nor do we have the money to purchase it, they offered us a 12 month no down payment no interest plan, so basically a deferred sale. What they didn’t tell us was that we were signing up for a credit card through a partner third party company they worked with. In addition, they were pressuring us to recommend family/friends to call as well.
We did not take the product home with us as we said we will pick it up in 12 months.
Can I get a refund/out of this contract if I haven’t received the product and regret the purchase now?
Hi Chris, the BC laws state that sellers who enter into contracts with consumers at trade shows or presentation sessions do not fall within the definition of a direct sales agreement. Your ability to cancel this contract is likely limited to the terms and conditions set out by the seller. I might also suggest reviewing the contract to see you consented to entering into an agreement with a 3rd party company. If you need further clarification please do not hesitate to contact us by email at info@consumerprotectionbc.ca or by phone at 1-888-564-9963.
Having purchased (within the past 7 days) an electric fire using my credit card, I now find that I can purchase the identical item at a substantially reduced price via the internet. Can I return the fire and seek a refund notwithstanding the fact that there is nothing wrong with the fire itself?
I think there should be a LAW that makes companies offer a return policy. You should have a minimum of 7 days to return something you’ve changed your mind about or are not happy with…excluding intimate items of course. It’s bull that a company can sell you something and then you get the receipt and it says no returns. I bought a cell phone case from one of those kiosks at the mall…that was my first mistake I guess, and after I got it home realized it was the wrong case. It would volume down my phone while I wasn’t touching it. When I found the reciept that’s when I found out I spent $56 on something I can’t return. And when I brought it back the girl knew full well it wasn’t for my phone. She said you tried it on and said you liked it.
Anyways I stayed there long enough and complained loud enough they returned my money.
P.S.
The Kiosk I purchased the case at didn’t have a sign anywhere stating thier policy.
My boy bought an ipod case at a mall kiosk and because they had no prices displayed did not realize he was paying twice what he would have paid in a store.
We tried to return it within 15 minutes but apparently were not loud enough. It is a cheap business tactic.
I appreciate his desire to get me such a nice birthday present, and am sorry malls allow such lousy business tactics. We had intended to get a lot more shopping done there and just left in disgust.
Our street front stores do a better job- they must.
We purchased $2000.00 Stationary Bike from North Vancouver Fitness Town in February 2013, used it for less than one hour and decided to return to the store. They said they would accept it but charge 20-25 % penalty and we pay for shipping-again. So they want $350-500.00 to resell the almost new machine.
Hi Doug,
Restocking fees often form part of a retailer’s return or refund policy. That’s why asking about a company’s policy prior to purchasing is so important – it helps us make an informed decision. Thanks for sharing your example of how different return or refund policies can vary from retailer to retailer.
Hi,
My partner and I bought a table at the Great Canadian Craft Show, but we were not given what was outlined in our contract. We have tried contacting them for a refund with no response. Do we have any legal right or a case for ourselves? Where do I find information for small businesses?
Greatly in need of advice, thanks!
Hi “Flower Seller”,
We cannot provide legal advice and it appears as though it may be a business to business issue. We would need more information from you though to be sure. You can contact one of our Inquiry Officers during business hours at 1-888-564-9963.
Has it always been this way? I remember
20 years ago future shop stating they
Offered a 15 day return policy, beating
the 14 day required under BC law.
Hi Trevor,
I am not aware of BC ever having laws regarding returns and refunds. You may want to pop by Industry Canada’s Office of Consumer Affairs website — they have a good amount of information about returns and refunds that you may find interesting: http://www.ic.gc.ca/eic/site/oca-bc.nsf/eng/ca02478.html
What is the situation if the product you buy from a store has a defect or is not fit for purpose? Do you have consumer protection right for a full refund?
Good Afternoon, I bought a dresser and a bed frame from a store. On the receipt it is written “Final Sale”, when I arrived to pick up the dresser, it was not in Pine Wood as written on the description. Now they are only willing to give a store credit for the dresser. I would like my money back for the two articles. What are my rights?
Thank you
Hi Remi, Thanks for your question – it’s a good one. Can you tell me if the store has the ability to supply the exact item you wanted? If so, you wouldn’t be entitled to a refund, unfortunately. I’d be curious to know whether you entered into a future performance contract with the business (for example, did you pay upfront and then have the items ordered?). If so, why don’t you contact our Inquiry Centre (1-888-564-9963 or info@consumerprotectionbc.ca) and we’ll take a look at your contract to see whether it meets all the requirements and see if you have the right to cancel/get a refund.
Hi Anastasia. Were you given another reason as to why you couldn’t get a refund? Was the price ticket still attached? As refunds are not regulated in BC, it is up to the store as to what they are willing to do. Perhaps you could escalate your complaint to an store manager or area manger?
I don’t have any refund horror stories, but I do have a helpful tip for gift buying.
I work in retail and I always tell my customers that if they are buying a gift, to purchase with cash in case a return needs to be made. Reason being that if someone were to purchase with a Credit or Debit card, the money has to go back on the exact same card. It is a safety precaution used by security companies such as Chase and Moneris to prevent fraud and theft. So if you pay with cash, then the person returning the gift can get a full cash refund. It is super helpful especially for those who are returning a gift in another province, and do not have access to the original debit or credit card.
I hope that this is helpful information.
My daughter who is 17 yrs of age bought a dress by herself without me there and it was $150 plus tax. We returned the dress to the store today(3 1/2 days after purchasing) to only find out that she cannot get a full refund, but can only get an in store credit. When she purchased the dress at no time did the clerk helping her state the 24 hr return policy. The clerk pushed her into the sale and never stated at any time that she only had 24 hrs to return the dress. Had she known she would have never purchased the dress. I told Alice Maker and her clerk that they should be telling people when purchasing at their store that they only have 24 hrs for a full return. It was a hard lesson learned for my daughter as she paid for the dress. What if we use the credit to pay for a new dress and then return it within 24hrs – will we then get our complete refund?
Hi Kim,
As retailer’s set their own policies in regards to refunds, exchanges it will be at their discretion as to whether or not you can get a cash refund.
I bought a hot water pot from a store last Friday. However it did work. I brought back to the store and the store owner said it was company defective.I request for exchange of another brand of hot water pot as I didn’t trust that brand any more.But the owner said that brand of hot water pot was sold out. I request a refund however the owner refuesed as she said the reciept state that ” exchange or store credit only” . Can I get a refund base my this situation?
Hi Ella,
While some stores offer full refunds, others offer store credits or exchange only.
Hello, I purchased an item from a store online and both their website and the packing slip state the following: “If for any reason, you are not satisfied with your purchase or gift, you may return the item in its original condition and package..”
It does not state you must return the item within a specified number of days, however upon contacting the Customer service they are indicating that you have 90 days to return an item. How is that legal if they do not publish this 90 day limit anywhere.
Normally I would agree that a 90 day limit is more than fair however due to the extenuating circumstances of my situation, I don’t feel it’s fair if they haven’t communicated that time limit.
Am I entitled to a refund? Or is this a lost cause?
Hi Michelle – Thanks for your question: it’s hard to say for certain whether or not you’re entitled to a refund. While our office oversees distance sales contracts (these are contracts that are not entered into in person, and you do not have the opportunity to inspect the goods before purchasing), it unfortunately doesn’t sound like the cancellation rights included in this law applies to your specific circumstance (you may want to read information on our website about distance sales contracts and consumer cancellation rights: http://www.consumerprotectionbc.ca/consumers-other-businesses-home/how-can-we-help/distance-sales-contracts). That said, you may wish to contact your credit card provider to see if you have the option of disputing (and reversing) the charge. I hope this information was helpful and I’m sorry that I couldn’t be of more help.
wondering if there is any provincial or federal law on returning earrings. I could not find the answer on the web. if a company can return earrings i am shocked as i would think it would be a health hazard.
Hi Bob — great question. I’m not aware of any specific laws, but you may want to contact Health Canada in case they have information about this issue. Here’s a link to their Contact Us page: http://www.hc-sc.gc.ca/contact/index-eng.php
[I purchased on bag with wheels from Chinatown market in Vancouver on 20 May 2015. I paid cash $ 16.79 including tax and have receipt from the shop. To my surprise it broke while using it first time on 22 May 2015. Today I went to the shop to return the bag and get another in exchange of that. Shop keeper was not polite to listen this. He showed me that it is written on the receipt “No Refund or Exchange”. I want to exchange it with better material and pay the difference of price if any. Writing of no refund or exchange does not mean that the shop should sell substandard material that would break in two days….on its first time use. Please advise what to do to get refund or exchange.
Hello Manjit,
As our blog post says, by law a business is not required to provide a refund or exchange. They can set their own policies. Having said that, the situation is different when its a defective item. In this case, a piece of law called the Sale of Goods Act may apply. It is our understanding that when a consumer purchases a defective item, the seller must address the situation typically by returning the consumer’s money, offering an exchange or store credit, or repairing the item. Unfortunately there is no government body or other agency that administers this Act although it can be used in court.
Hi Tracey — My suggestion would be to first try and work it out with the business. If that doesn’t work, another option for you would be to try disputing (and reversing) the charge through your credit card provider. We wrote a blog post about how to do this, and you can read it here: http://www.consumerprotectionbc.ca/blog/item/112-how_to_request_a_refund_from_your_credit_card_provider I hope that helps!
I ordered a shirt from an online retailer and purchased it with my credit card but didn’t open it days later and found out that it had a defect in it. When I found the receipt it said I must let the retailer know within 24 hourse of receipt of item, nnow they won’t refund or replace the shirt? What should I do now?
I Bought a mattress in a store with an all sales final clause. Before it was to be delivered, my wife and I changed our minds.The store will not refund our money. What can we do?
I am surprised by this as I always thought that BC had a buyers remorse policy. I got caught by this today by Le Chateau which refused to refund my money, instead to give me store credit for a dress that I was returning less than 24hrs after purchase. It was the wrong size, had never been worn etc, original tags.
I will keep this in mind and will refuse to shop at stores which have policies that I think contradict fairness. Store credit is a scam as you are forced to shop there, plus you will most likely purchase a higher-priced item.
I was lucky, I managed to find the regional manager and she told the store to refund me….but I am chastened by the efforts.
PS I was not told on purchase about the policy and in fact, I told the clerk my intentions (to return the item if it did not fit) and so she purposely witheld the policy, knowing I would react.
Hi George, in BC, a business is not required to provide a refund or exchange. Given that it was also a final sale, I’m not surprised to hear that you are finding it difficult to get a refund. I’m afraid that I don’t have any other options to suggest but perhaps a member of our blog community has a suggestion.
Hi StevenP, businesses set up their own refund and exchange policy. I’m glad you were able to get your refund but sounds like it certainly took quite a bit of effort. Thank you for sharing your story!
I think we need to effect change in BC so that these policies are discontinued. Companies do this because we let them and continue to shop at these stores. We need to tell them that they are wrong.
In my experience the clerks could have made a discretionary call, chose not too, standing behind a silly policy. This was not in inexpensive item, and they simply did not value my business.
I will be mindful of this in future and will probably not choose to shop at Le Chateau for that reason. Pity, its a Canadian chain and I like to support businesses which make Canada their home.
Hi
I purchased a car from a dealership and am returning to the dealer. They are ok with the return. They tell me though that I don’t get the tax back paid on it. Is this true? It was an expensive vehicle, so they are saying I lose $14,000 (tax paid)
Hi Jamie, thank you for your question and sorry for the delay in getting back to you. I believe your question may be better addressed by the Vehicle Sales Authority of BC. Their contact information is as follows: http://mvsabc.com/contact-us/ I hope this information helps!
Hello, I ordered an item online but it’s 3 months later and I haven’t recieved anything and I cannot get a response from the people on the website. Would I be able to get a credit card refund for that and how would I do it if I can?
Hi Laura, yes you may try calling your credit card company to request a refund. Please do remember though, that credit card companies often have limited time for refunds so it would depend on your credit card provider.
We have another blog post on this – http://www.consumerprotectionbc.ca/blog/item/112-how_to_request_a_refund_from_your_credit_card_provider so have a look. We hope this information can take you to the right direction!
If a website has a “no returns” policy, that is not prominently displayed under items for sale, or in the checkout process, is that illegal?
I bought a necklace as a gift from a company’s website that is based in Canada. There were no indications anywhere on the product pages or during checkout that there was a “no refund” policy. It wasn’t as expected—far smaller and not as high-quality as was deceptively represented in the photos. There was a measurement for the length, but not for the charm.
Come to find out, their return policy is under their terms and conditions. The person I contacted said that they would “accommodate an exchange, for another item close in value”.
Average consumers would not read a retailer’s terms and conditions before making a purchase, unless being prompted. If they want people to know about it, why not label it as such, and/or have a link to it from the product pages?
Hi Anonymous5945, thank you for your question. Unfortunately retail sales aren’t bound by law to provide mandatory returns or refunds in BC. So in your case, the retailer is allowed to set out a policy that only accepts exchange and no returns. Your best option here may be an exchange. If you have any further questions please feel free to let us know.
Hi Leigh, thank you for leaving us a comment. Retail stores are allowed to set their own return, refund and exchange policy so it’s up to them to decide how long the store credit is valid for. You may want to go back to the store and see if they would extend the store credit. Thank you for sharing your experience with us, the best advise we can give you is to always ask about a company’s policy before purchasing.
Is it legal for a store (Le Chateau) to cancel your store credit if not used after 6 months?
I also have been caught by Le Chateau for a purchase that I was not aware they would not refund. Took home, tried, didn’t work, returned and was then told I could not get money back. just exchange or sore credit. Oh and by the way; “we will cancel your credit after 6 months if not used”. Is this allowed?
Are there any laws that dictate when something is purchased through a private sale. We are looking at busing a used travel trailer and I was wondering if it turns out there is water damage in the roof or the walls, dow e have any time to null and void the sale?
Hi Rob, this is a very good question! Private sales are not regulated by us or any other regulatory bodies so take a really good caution. If something goes wrong with the sale of the trailer, you would have to take it to the small claims court. We’re glad you are asking this question before buying the trailer though.
You may want to check out this page from ICBC about “Inspecting a Used Vehicle for Sale” (http://bit.ly/1NB1KEW). Have a look there, I hope the page is informative for you.
Hi Javon, thank you for your question. Unfortunately, retail sales aren’t bound by law to provide mandatory returns or refunds in BC. However in your case, a piece of law called the Sale of Goods Act may apply as the product may have been defective. It is our understanding that when a consumer purchases a defective item, the seller must address the situation typically by returning the consumer’s money, offering an exchange or store credit, or repairing the item. Unfortunately there is no government body or other agency that administers this Act although it can be used in court.
Perhaps you may want to talk to them again to see if an exchange is possible. I hope this information helps, Javon!
I purchased a Snoop Dog G pro “herbal” vaporizer pen from a cigarette outlet/gas station and it does not hold charge. The store says that they do not do not accept any returns on “herbal” products. Is there anything that I can do here? I hope you know what herbs are and am I out of the cash I spent?
Hi,
I paid 1500$ deposit by credit card to a furniture store in Surrey BC. Later in the day I realised that the store had misrepresented the quality of the product. They had claimed that it is real leather furniture, while it is bonded (fake) leather. When I confronted the owner about this (the next day), he kept claiming that it is real cow leather until I asked him to write it down on the invoice. At this point he suddenly lost all his charm, became very hostile and told me that he wont write anything on the invoice and that he wont return my deposit either. His reciept is also very vague. It does not mention anything specific about the products, delivery date etc. The reciept says “No refunds, no exchanges”, but we dont even have the product with us yet. It does not say ” no refundable deposit”. So he should return our deposit ??
This is in Ontario
A family member bought some makeup at a store. The guy there put on some stuff and it caused a big allergic reaction on her face.
She payed for some makeup before the reaction hit her and I told her that her face was bright red.
She was told by him that it was hypoallergenic. Obviously that’s a lie and apparently most of the other stuff her told her was a lie including that the product was organic.
The problem now is he is refusing a refund on makeup that is not opened. I know misrepresenting you product is illegal but what can we do now?
Hi anonymous, as this happened in Ontario, you may want to contact the local consumer protection authority. I have done a little bit of research and found this page from Consumer Protection Ontario – “Returns, exchanges and warranties in Ontario” the link is here (http://bit.ly/1W6SIJZ) I hope this information is helpful!
hi i bought a mid 2010 macbookpro and i have had a lot of problems with it shutting down randomly anyway it turns out apple sold this product knowing the logic board was faulty . Apple then put out on the down low a programme to get it fixed but it wasnt widley known you had to be in the know what are my rights apple new the product wasnt fit for its intended use but still sold it
Hi Toby, thank you for your question. Unfortunately retail sales aren’t bound by law to provide mandatory returns or refunds in BC. However in your case, a piece of law called the Sale of Goods Act may apply as the product may have been defective. It is our understanding that when a consumer purchases a defective item, the seller must address the situation typically by returning the consumer’s money, offering an exchange or store credit, or repairing the item. Unfortunately there is no government body or other agency that administers this Act although it can be used in court.
Perhaps you may want to talk to Apple first to see if they would be able to repair it. I hope this helps.
I bought a phone from metro pcs. Before a half hour was up and no call time on phone i tryed to return it. The store refused sd “upgrades” are non refundable. In which ive traded phones b4 there. Policy less than 1 hr talk time. There was nothing marked written or stated that all purchases are nonrefundable? So badically i threw away $200? Is that legal? Isnt there a 24 hr buyers remorse law also?
Thanks,
Red
Hi Red, sorry for the late reply to your comment. It’s our understanding that retail stores are allowed to set their own refund and return policy and there is no 24 hour buyers’ remorse law in BC for retail sales. You may want to phone the company’s head office and see if they can come up with a solution for you.
Hello
I purchased some wooden flooring yesterday around 15.30pm. I then changed my mind and went in for a refund. At no time did they tell me I couldnt have a refund. We then changed our mind and got some diffrent flooring. He refunded the oringinal and we exchanged for the new flooring. This was around 16.00pm. The store closed at 17.00pm and my Husband was in there today at 9.20am to tell them we didnt want the floor. At no-time were we told that I couldnt have a refund. There was a 20 percent sale that the staff member told us came off yesterday – therfore we felt rushed into buying it. It turns out today that the 20 percent is still on. The money has not yet gone through but I cant cancel it. They are advising me I have no right to a refund. Any advice would be great as I really do not want the flooring.
Hi Tina — Unless you signed a contract with the flooring company that includes cancellation/refund rights, you’re likely bound to the store’s return and refund policy. We do have a blog post about how to write an effective complaint letter, if you wanted to try that route: https://www.consumerprotectionbc.ca/blog/item/110-how_to_write_an_effective_complaint_letter
Hi Haze — A few things come to mind. First, try escalating the issue with the manager of the store. If you’re still unable to get a refund, consider contacting your credit card provider (assuming you paid that way) and see if you can request a chargeback. I hope that helps!
I purchased a large quantity of clothing from a store ($440.00)total bill. I knew that the policy was no refund but an instore credit, which was/is acceptable to me. However, when I got home I found there was an additional sweater in the bag which was not an article of clothing I selected and I had been charged for it. I took it back and explained it was an error on the clerks side, everything I had purchased was a medium this item was XXL, she had inadvertently added it to my purchase, I did not see her do this as I stated I was purchasing a lot of items. Now they say I can only have a store credit and not a refund. I want my money back, what can I do?
I placed an order with Project Candy Box a subscription company on Nov 29. Today before the order had shipped I cancelled my order as I was very unhappy with the company. My order was $334.50. They have said they will not refund my money despite confirming my cancellation. How do I proceed?
I had an eye test and bought some glasses, they don’t work, i have to squint to use them, i think he prescription is wrong, what can i do please? Also they brought out forms for me to sign whilst my eyes were dilated and so i couldn’t see what i was signing. They told me I was legally impaired trough the drops.
Hello Ayla, thank you for your question! Have you contacted your credit card provider? You may be able to get a charge-back if you contact them.
Hello Roy! There is an association called the College of Optometrists of British Columbia. You may want to contact them to see if they can point you in the right direction. Here is the page that explains about their complaint submission process – http://bit.ly/2gubbNu
I hope this information helps!
Hi
My wife paid for a one evening class at a small paint and furniture store. The day before the class the store called and said that, due to low enrolment, the class was cancelled. She has since been told that, since the store’s policy is no refunds, she will only receive store credit. I find this unacceptable – I would have thought that no refunds only applies if the customer cancels. It seems to me to be rather like Amazon being unable to fulfill an order and then saying that you had to spend the refund money at Amazon!
Hi Nigel, this is certainly a tricky situation. If you haven’t already, you can give our inquiry team a call as we may need more information. Our toll free number is 1-888-564-9963.
Please keep in mind though, that retail stores are allowed to set their own refund, exchange and return policy so you may have to go back to the business again to negotiate. The other option is to take the business to court and Small Claims BC’s website has a lot of useful information including settling the matter out of court. Their website is here – http://www.smallclaimsbc.ca/
I hope this information helps, Nigel!
Hi Angie, thank you for leaving us a comment! Do you have a specific question about your situation? Sounds like you have taken the right steps by contacting the credit card company.If you do have a question, please feel free to contact us toll free at 1-888-564-9963 or info@consumerprotectionbc.ca.
On Black Friday I tried purchasing Nike Shoes on the website http://usmaxshoesx.com/. As i was submitting the shoes with payment I was getting a final confirmation “UNSUCCESSFUL” which made me hit the back arrow selecting different shoes and proceeding to checkout multiple times getting the “UNSUCCESSFUL” confirmation. After changing out shoes several times I gave up because I never got a “SUCCESSFUL” transaction confirmation. Later that night I tried 1 more time by building a profile with a username/password and then I got a successful confirmation purchasing 2 pairs of shoes. My credit card called me reporting fradulent activity so I cancelled my card and waited 3 weeks to get my product or even a confirmation email. After multiple attempts of submitting feedback on the website and looking for product to shoe up or even looking for any email confirmation I gave up. I reported 2 charges to my Credit Card Co to be removed/disputed. Now the shoes have shown up with no paperwork.
Hi Angie, thank you for the clarification. Unfortunately at this point, you may have to try to deal with the company directly. I know you mentioned that you’ve had difficulties contacting them but please keep trying. I’m sorry we can’t be much of help here but best of luck to you, Angie.
I am wondering how to return these shoes that I cannot pay for. They did not provide an invoice with return/exchange information. The Co/return shipping label is in Shanghai China but I don’t think I can return to sender. Basically I had the 2 charges on my card removed then all of a sudden I received 6 pairs of shoes that I did not pay for. They cannot charge the card I used online because I closed it the next day. How the heck to I pay for the ones I want to keep and return all the extra shoes?
Hi John, thank you for leaving a comment here! Unfortunately, BC’s Business Practices and Consumer Protection Act doesn’t speak to retail store’s refund, return or exchange policies so they are allowed to set their own rules. So yes the store is able to set up a policy that clears out store credits after 5 years. If the store is accredited by the Better Business Bureau, you may be able to make a complaint to them. Here is a link to the Lower Mainland BBB – http://www.bbb.org/mbc.
Hi there, I returned some books to a used book store 10 years ago and got store credit for them. I just called now and they told me they throw out someone’s store credit after 5 years. Is that legal?
Hi
I went for my eye check up to one local optometrist store, Doctor checked my eye sight and prescribed progressive glasses, i paid the amount. when i went to pick my glasses and checked, the glasses were not designed correctly, they were trying to convince me that it is my first experience with progressive and explaining this and that, make story short, they checked my eye sight again and found error in designing as i heard saying doctor to his staff…..they changed my glasses from progressive to bifocal and said that i am used of it, as i was wearing bifocal before. Now here i asked for difference, they said we don’t have return or refund policy….my question is that i am not returning, and it was there fault not mine, then why i suffer the loss? They should take this loss why common people, i went to get the service for my convenience not to loose money…Where is protection of my interest in this business as a common citizen?
Hello Tariq, thank you for your question. By law a business is not required to provide a refund or exchange (they can set their own policies), however, the situation is different when it’s a defective item. There is a piece of law called the Sale of Goods Act that may be useful to you. It is our understanding that when a consumer purchases a defective item, the seller must address the situation typically by returning the consumer’s money, offering an exchange or store credit, or repairing the item. There is no government body or other agency that administers this Act although it can be used in court. Also, if the store is accredited with the Better Business Bureau, you may be able to make a complaint to them. Here is a link to the Lower Mainland BBB – http://www.bbb.org/mbc.I hope this information is helpful to you!
Hi:
I bought a dress from bcbg and it was on a final sale. However, due to my mistake I picked up wrong size one which is one size smaller than my real size. I went to the store following day wish they can exchange the larger size to me but they refused my request. I feel disappointed about this kind of final sale policy. I want to know if there are some regulations can help me exchange the dress? Thanks very much
Hi Jassica, thank you for your question. Unfortunately, by law, a business is not required to provide a refund or exchange. They can set their own policies regarding exchanges and refunds.
Have you asked to speak to a manager yet? If you have, another option may be to try sending an email to BCBG’s customer service or giving them a call.
I have looked up their contact information for you in case you want to try that approach (if you haven’t already). Their phone number is: 1-800-274-5122 and their email is: Canada.CSR@bcbg.ca
I hope this information is helpful to you!
Hello!
I recently bought a pair of shoes from a startup company that was tabling at an expo. The shoes are “heelless technology” and were not the right fit for me (did not like the feeling when i took them for a run). I emailed them to get their refund policy and was finally hit with a response 9 days after my purchase and the policy stated returns had to be made within 10 days after purchase date. FML. They said I cannot return the shoes since I had wore them and yet were initially wiling to accept an exchange for a different size. None of their practices make sense. How can I get a refund in this case?
Hi Felipe, thank you for your question. Retail sales aren’t bound by law to provide mandatory returns or refunds, so each store can set their own refund policy. If the store chooses to dishonor their own policies you can try filing a complaint with the Better Business Bureau. Here is the link to their complaint filing page: https://www.bbb.org/consumer-complaints/file-a-complaint/get-started. Another option for you would be to try to escalate the issue with the business and see what happens.
Dear Sir,
I recently Purchased a sectional sofa set from a furniture store in Vancouver. Furniture store exchange policy is – no refund and only store credit within 7 days. However in my case, sofa set is not delivered to us by the store delivery team. They said – it would not be possible to delivery this set at higher floor due to smaller elevator and passage size. I am hoping to get my full refund back as sofa set is not delivered to us but store is saying I can get only store credit. Could you please advise?
Hi Pooja, thanks for your question. Unless you signed a contract with the furniture store that includes cancellation/refund rights, you’re likely bound to the store’s return and refund policy. Unfortunately, by law a business is not required to provide a refund or exchange. They can set their own policies regarding exchanges and refunds. Have you asked to speak to a manager yet? If you have, another option may be to try sending an email to their customer service or giving them a call. I hope this information is helpful to you!
Re: Easyhome
Apparently I have no recourse. I walked into a Easyhome dealership and bought a dryer that had a defect and negotiated a favorable price. I paid them by debit card in advance and left the dryer there for a pickup later.
My fiancee was less than impressed I spent this money so I wanted a refund. They would not give me one, even though this dryer did not ever leave the store, and is still sitting in the same place on their shelf it was when I bought it. It’s not even a return – the item never even left their store!
They say their policy is “No refunds on cash purchases”.
Sounds bizarre to me; seeing as they still have the dryer and I never took it, that they now are forcing me to buy it. A simple “normal” resolution would be to simply refund me my money and put the “for sale” sticker back on the dryer and resume trying to sell it to someone else.
They said this was on my receipt but nothing on the receipt declares this policy, only that the warranty is 30 days.
While I understand a cash purchase from them is a final sale, the fact that I never even took possession of the thing blows my mind.
Hi Taylor, thank you for reaching out to us here. That sounds like a really frustrating situation. Consumer Protection BC does not have any authority when it comes to retail stores. Retailers are allowed to set their own return and refund policies. The only piece of law that may apply to this situation would be the Sale of Goods Act. Here is a link to it: http://www.bclaws.ca/civix/document/id/complete/statreg/96410_01. Something to note about the Sale of Goods Act:no government agency oversees it so your recourse would be through the courts. If you think this is something you would be interested in pursuing legally, there is a lawyer referral service through the Canadian Bar Association where you can get 30 minutes on the phone with a lawyer for approximately 25 dollars. Here is a link if you are interested: https://www.cbabc.org/For-the-Public/Lawyer-Referral-Service. If none of this is what you were looking for, I might suggest continuing to try to resolve the issue with the business directly and see if you can escalate it to management. I hope some of this information was helpful to you. Best of luck!
Hi, I’ve had purchased an item few days ago via website, but I got a defective item. I tried to refund or exchange to new product, however, the company said if I opened a package they will charge 25% as a restocking fee, even I didn’t use it.
Also they said, they will repair an item for me, but I purchased brand-new item and I don’t want to get back repaired item. Is this restocking rule or policy is common?
Hi Eoh, thanks for reaching out to us here. As frustrating as this situation must be, businesses are allowed to set their own refund/return policies. So in this situation, it sounds like they are simply abiding by their own policy around refunds/exchange. If the business you bought it from is different than the actual supplier/manufacturer, you may be able to reach out to them instead and see what kind of policy they have in place for defective goods. Depending on what the item is and how much it cost you, you may be interested in resolving the issue through the Civil Resolution Tribunal. They deal with small claims under $5,000. We’ve written a blog post with info on what you can expect from the CRT, if you’re interested in checking it out.
Other than the options I provided above, you could try escalating the issue with the business to see if they will make an exception to their policy in this case. You could do this by calling them asking to speak with a manager, or by writing a complaint letter. We’ve written a blog post with tips for how to write an effective complaint letter, if you’re interested.
I hope this helps and best of luck!
I booked with Aeroplan for my son and he informed me within ten minutes he had been gifted a flight on another airline. I immediately called Aeroplan and asked them to honor the 24 hours cancellation policy of Air Canada. They refused. According to Aeroplan there is not refund policy for their bookings. If you book it you have to use it on the date booked or pay $100 for a different date, but no refund or cancellation of the ticket. Amazing this is allowed in Canada under our consumer laws.
Hi Charlie, thank you for reaching out to us here. Businesses are allowed to set their own cancellation/refund/return policies. That said, you may be interested in attempting to escalate the issue to management or to make a formal complaint to see if they will make an exception for you. While I totally understand how frustrating this must be, situations like this are why we stress the importance of asking for information about refunds/returns/cancellation policies before purchasing. We’ve written a couple blog posts for how to complain effectively (including how to write a complaint letter). Here they are for you: Excuse me, there’s a fly in my soup. and How to write an effective complaint letter. I hope this helps and best of luck!
I put down a $500.00 deposit on a puppy with a breeder. The breeder did not tell me it was non-refundable nor is that information provided on their website. I asked for a refund less than 24hrs after the deposit. They replied that “Deposits are transferable but non-refundable”.
Are they required to provide that information up front prior to taking the deposit?
thanks,
Peter
Hi Peter, thanks for reaching out to us here. Businesses are allowed to set their own return and refund policies in BC – and they should have that information publicly available. Either on their website, on a receipt, on a contract, or by explaining it verbally at the time of purchase. It’s my understanding that there are no laws that say how the business must share the information. I hope this helps and best of luck
I am doing home renovations and the flooring company grossly over quoted materials and now won’t take them back. Given that they told us what we needed and they were inaccurate, do we have to accept this? We relied on them to give us an accurate quote for materials.
Hi Lynda, thank you for contacting us here. Unfortunately, if the contracted work has already started (or completed) BC’s consumer protection laws don’t have any oversight on this. Trying to resolve the issue with the flooring company directly would be the best course of action but if that is not happening, you may want to look into Civil Resolution Tribunal (CRT). It’s an online-based platform for claims up to $5,000 and you can use their solution explorer and see what suggestions they have. Here’s the link to their website. I hope you will be able to resolve this issue quickly!
I hired a contractor to install cabinets in my home. He damaged my home and refused to fix it. The repair was in the thousands of dollars. I would not allow the installation without the repairs done. He took back his cabinets and charged me a restocking fee. Does it violate the Sale of Goods Act? Is it considered defective merchandise? Should I ask the credit card company to reverse the transaction?
Hi Ravi, thank you for contacting us. We would like to know more details about your situation – would you be able to fill out a complaint form? You can access it here and once submitted, someone from our team will contact you. Thank you!
I purchase a digital office 2021 from bestbuy, and they send me a 2019 one. I told them they sent me a wrong one. They said they will send me within 24 hours. No happened yet over a week. I ask for a refund, as I can purchase it else where. They denied it and ask me to wait.
Hi Mo, thanks for posting your question! At this point, if you are able to talk to Best Buy and ask for a refund again, it is probably the simplest way to solve this issue. If they deny it again, you can also contact your credit card provider and ask for a refund from them. We’ve written a blog post about this in the past, here it is. I hope the information provided here is helpful to you.
Hi there,
I have put a deposit on a bicycle that was ordered last year but the bicycle has been delayed shipping for many months and still has no delivery date. I want to get my deposit back, can they refuse to refund my deposit when they can’t guarantee the product I have put a deposit on?
situation: I bought a dress under the influence and it’s no refunds no exchanges (finals sale) what do I do? I’m also under 18 and it was almost $1000 from my university savings
Also it was just yesterday and they’re closed today
Hi there, thanks for the question.
I suggest you approach the seller to try and get this resolved, as it is up to the company to determine what their return policies are. Hope this helps!
I had bought a pair of ladies earrings from winners in Vancouver after I paid I turned over the card that had the pierced earrings on it. I took the back off, and I noticed the earring post was bent. I told the lady which she brought over another associate and I explained I already paid for these and look at the vent. This is not the first time this is happened, so the lady bends it back with her own strength of her fingers so then I said what happens later on she goes well. These are really weak the post so they might break so then I said after I left the store, I said no I don’t want to keep them. I try to take them back to Gateway Marine Drive in Vancouver winners with the bill, the tag and defective earrings. The manager declined and told me , the defective earrings have to go back to the same store that you purchase from. I said it does not say this on the receipt these are defective. This is inconvenience. You’re all one company she was rude and she basically walked away without excepting my return defective earrings. What are my legal rights and what can I do about this?
As I was explaining to the lady, I was just here two hours ago, and I showed the young girl in jewellery and she says yes I see they are defective. She took her needle nose pliers, and tried to bend the post into place. I said no they’re bent they’re defective and this is not the first time this is happened with cheap earrings that winners sells for a lot of money .
The lady in the jewellery counter at Gateway Marine Drive, says if you want you can return them but I went back two hours after and the manager said nope I have to take them back to the store I purchased from lol because she doesn’t wanna do the refund this is wrong. Winners is one company and I told the manager it doesn’t say on the receipt you have to take the earrings back to the store that you purchased I could better yet they are defective. I said to the manager why are you talking to my friend when clearly it’s my purchase. It was really bizarre then I said well. I’m going to call your corporate office because this is wrong. It does not stipulate on the receipt you have to take the earrings back to the original store you purchased from more so they are defective in the manager says to me I don’t care basically call head office she was rude unhelpful, and she just walked away .
What can I do about this?
And I told her on your receipt it doesn’t say you have to take the item back to the same store that you purchased from all because she didn’t want to do a refund and probably have the earrings written off because they were defective. You got a sales person standing there, trying to bend the earring post to be straight, and I didn’t notice until after I paid it she was standing there bending it, and the other associate comes up she says the earring post a really weak you have to be careful and I’m thinking you’re bending the post with your own strength and then when I went to the other store, the other lady pulled out her needle nose pliers, and started bending the defect to post, and then the manager comes along and declines the return I have the bill
Hi Janet, thanks for your question. Refund and return policies are not governed by any laws in BC. That means it is up to retailers like Winners to decide their own policy for the returns and refunds, including requiring the item to be returned to the same store it was bought. If you feel you were treated unfairly in the process of requesting a refund, you might want to submit a complaint directly to Winners. I hope this helps!
Hi
I paid for 3 sessions of laser skin treatment but after first session, i am having breakouts and side effecfs. I do not wish to get second or third treatment and would like a refund of the unused sessions. However, the clinic is saying there is a no refund policy. How do i proceed from here?
Hi Scarlett, thanks for reaching out. This is what’s known as a quality of service issue. While this isn’t something we have authority over, we have written a blog post with some options for you to explore .I hope this helps.
Hi I purchased a couch from a furniture on Friday April 28th. I got a job offer from another city Monday Monday and called the furniture store for a refund. They refuse and want to hold 30% for restocking a product they said they have in stock. No delivery has been made either. I do not believe that this store is acting in good faith, please advise what can be done here. They will not compromise with me and are disconnecting my call when I try to speak to them to plead for a full refund. Please help me
Hi Melissa, thanks for reaching out. Retailers are allowed to set their own policy for returns and refunds, so I suggest reviewing the contract you signed with the store to see if they are acting according to their policy. I imagine this isn’t the response you were looking for, but I hope it helps.
I purchased a dining table and chairs from Future Furniture, with the understanding that I would receive new items. However, I was only able to view the floor models before making the purchase and not seeing the actual product we are getting. Unfortunately, Future Furniture did not inform me that it was a final sale when I paid. To my disappointment, upon delivery, we discovered water stains and scratches on the dining table, as well as mismatched screws and scratches on the chairs.
I promptly contacted Future Furniture to request a refund due to the damaged and defective condition of the products. However, after numerous phone calls and text messages they still refused to do the refund.
What could I do with this situation?
Hi Becca, thanks for reaching out. If you can’t come to a resolution with the business directly, there aren’t many options outside of taking the issue to the courts. If that’s the route you want to go, you can make a claim with the Civil resolution Tribunal (for claims up to $5,000) or Small Claims Court (for claims between $5,000 and $30,000), as we don’t have authority over product quality issues. I hope this helps.