Wondering what your rights are when it comes to refunds, returns, and exchanges? You’re not alone. This is one of the common questions we get from consumers. Here’s the scoop when it comes to refunds, returns and exchanges in BC.
Looking for a refund, return, or exchange?
Did you purchase a new couch only to come home and it doesn’t fit in the door? Did you buy a pair of shoes for your grandchild that don’t fit quite right? There are many different reasons why you may want to take an item back.
However, in BC, there are no laws that deal directly with refund, exchange and return policies. This means that businesses can set their own policies when it comes to customer returns. Some stores may have super flexible return policies, and others may not.
Ultimately, it’s up to the store to decide how they want to deal with refunds, returns, and exchanges. This is why it’s so important to ask about a stores refund and return policy before you make a purchase.
What to do when you’re stuck
Here are a few steps to follow if you’ve run into a problem with a return policy.
- Make sure you’re aware of the store’s refund and return policy. You should do this before you make any purchase. However, if you’ve already bought the item, reference the return policy to see what’s possible.
- If you have a problem that isn’t being resolved by front-line staff, make a request to the store’s administration. Most businesses want happy customers, and they are often willing to work with them to solve the issue.
- When you speak with the business, be sure to give clear information about the reason for your return. If you purchased defective goods, calmly explain the defect and the outcome you would like.
- Check out the Civil Resolution Tribunal (CRT). The CRT can help you try to resolve small claims disputes under $5,000 and strata (condominium) disputes of any amount. We’ve written a blog post that goes over what you can expect from the CRT.
- If you want a legal opinion, consider trying the Lawyer Referral Service from the Canadian Bar Association. They provide the opportunity for you to have a consultation with a lawyer for up to 30 minutes for a fee of $25 plus taxes.
The exception: did you buy something online that never arrived?
There’s an exception to BC retailers’ rules around returns, refunds, and exchanges…
If you ordered something online and it hasn’t been delivered to you within 30 days of the supply date (the expected day of delivery), you’re within your rights to cancel the order and receive your refund (no matter what the store’s refund policy is). Read our blog post to learn how to receive your refund when your package never arrives.
Did you like this? You might like these posts too!
What is a “quality of service” issue and what can you do about it?
Online shopping: tips to receive your refund when your package never arrives
What’s your refund policy?
Dear Consumer Protection BC: returns and refunds
About Consumer Protection BC
We are responsible for regulating specific industries and certain consumer transactions in British Columbia. If your concern is captured under the laws we enforce, we will use the tools at our disposal to assist you. If we can’t help you directly, we will be happy to provide you with as much information as possible. Depending on your concern, another organization may be the ones to speak to; other times, court or legal assistance may be the best option. Explore our website at www.consumerprotectionbc.ca.
Who can I turn to to get help regarding my Telus landline? We have had no telephone service since the beginning of December. Telus has sent out technicians and work crews and have admitted that the problem is in the lines that run along the road outside my place. I only learned this from the second technician they sent in response to my recalling their helpline….he told me that it was a waste of time to send him out because they know what the problem is and he does not have the tools to repair it. My landline is the number I have given to all my medical practitioners, government agencies, financial institutions, friends, family, organizations etc. as the way to contact me. I need to have it working again!
Hi Heather, thank you for asking a question here. If you can call Telus and try to talk to a supervisor or someone who can suggest a different solution to you, that may be best as they are the provider. However, if you keep having trouble reaching the right person or they are unable to suggest a solution to you, you can contact CCTS (Commission for Complaints for Telecom-television Services). Visit their website (click here for the link) and you can go through their complaint process. Either way, we hope you can resolve the issue quickly.
Yup. Sounds about right. Telus provides my landline service, which also carries a DSL broadband service from another supplier. When I moved to a new address last spring, Telus set up the telephone service without problems, but it took three visits and three different installers to set up the DSL connection – which apparently involved little more than moving a jumper in the development’s telephone room. As a result, I was without internet service for three weeks.
Hi Rob, thanks for your comment. You may already be aware, but complaints about these services can be made to the Commission for Complaints for Telecom-television services (CCTS) here: https://www.ccts-cprst.ca/. I hope this helps and best of luck!
Telus did change my service to a mobile cell that used the same number as my old landline. That would certainly fix Heather’s problem short-term.
How can I stop Impark from charging me monthly fees even though my lot has been closed since mid March due to Covid. I’ve contacted their main office but they tell me I have to cancel my membership if I want a refund. This is a huge concern considering it took me two years to get the membership and I’ve been a valued customer since 1998. Their waitlist is huge and will probably be worse now once our lot opens up again. FYI, I’ve left many messages & they do not return calls even though they have voicemail options. When I finally got through to someone after several days of trying, I was on hold for at least an hour. They definitely do not make it easy for the customer and make you feel like the bad guy when you reach out to them. Please help as I could really use the $105 each month for other necessities. Thank you.
Hi Sheila, thank you for reaching out to us here. BC businesses are allowed to set their own refund and return policies, so if this business has a policy that says they do not offer refunds, they are allowed to do so. I would suggest looking at the terms and conditions presented by impark to see what their policy states. You may also want to email them instead of calling to escalate this further with their customer service team. I imagine this wasn’t the answer you were looking for, but I hope it’s helpful to you.
Thanks for the advice Kevin, I’ll send them an email. I know other businesses have changed their policies due to the covid crisis so I was hoping Impark would show some compassion as well.
Hello,
I recently became aware that an event I was going to take part, the RBC Gran Fondo got cancelled due COVID. I have been in contact with their consumer relations team, however they have told me that they’re not going to issue any refunds but rather move my entry to next year’s event. Are there any laws that protect me so they can issue refunds?
Thanks
Hi Teresa, thank you for contacting us. A business can offer you the option of a voucher (or credit for another event if it’s an event) and in most cases, it’s your choice whether to accept it or not. We have more information about this on our website – although the page largely focuses on travel bookings, it is still applicable to you. Take a look at the section “trying to get a refund”. If you have any questions, please feel free to contact us again.
I have a question.. I bought an Ice shaver at Lucky Supermarket. I tried to use it the next day but it wont work properly. I tried to return it to Lucky Supermarket and told them that it’s defective but they wont accept it, they said because of the Covid they have no return policy.. I think it is not fair because now not only I have a damage machine also if I try to buy again what if it’s the same.. It feels like they are stealing money from the Consumers by not accepting the damage item replace them or offer a refund.. For my situation I would like a refund because if I take the same item how would I know it’s not damage… please help me..
Hi,
My wife and I were out looking at flooring for out home. We were told by the sales person that they have the best prices. We paid a very high deposit on our credit card and were told we could arrange to pick up the flooring in a week or so. While we were waiting we found flooring for a way better deal and something that we liked alot more. We haven’t picked up the flooring and want to know our rights to getting a refund on our deposit? Thank you.
Hi Lance, thanks for your question. Because businesses in BC set their own refund/return/cancellation policies, you are likely bound to the cancellation policy you agreed to when you put down the deposit. I would suggest referencing the cancellation policy and try to work with the business to reach a solution. Outside of that, there’s not much else I can offer you other than what’s listed in the blog post. I hope this helps!
Hi,
I placed an online order through Walmart but cancelled the item before it was shipped. They have refunded me but this morning I discovered the item outside my front gate. Do I need to take the four hour trip to the nearest Walmart to return or am I legally allowed to keep it?
Hi Bryan, thank you for contacting Consumer Protection BC. Sounds like Walmart made a mistake so it might be best to contact them for further assistance. If you are so far away from the store, they may suggest that you keep the item or send it back (hopefully they can pay for the return shipping cost). It is up to Walmart. I hope you will be able to work it out with them.
I thought B.C. had a law for when you purchase something you have 30
Hi Rachel, there are no blanket laws in BC that give consumers 30 days to receive refunds. As the above post suggests, retail stores are allowed to set their own policies around returns and exchanges. Online orders may be different though – there are a few circumstances where a consumer is able to cancel the purchase and have the right to receive a refund. You can check out these specific situations on our website here. Another example is that a consumer is able to cancel a gym membership within the first 10 days of signing a contract, no questions asked. What we suggest is to always ask what the return/exchange policy is before making a decision. I hope this information is helpful to you!