Do you have an issue with something you bought while online shopping? Here are some tips on how and when to contact your credit card provider to request a chargeback.
The law in BC for online shopping
When you buy something online, you’re actually entering something called a “distance sales contract”. These contracts are not entered into in person and you can’t inspect the goods before you buy them. We regulate certain aspects of distance sales contracts in BC, including when you’re allowed to cancel and get a refund from the business.
When am I entitled to a refund?
When you buy something online, BC law provides specific instances that give you the right to cancel your “contract” and request a refund. For example:
- If you did not receive the item within 30 days of the estimated delivery date
- If the business did not provide you with the required information in your contract (this can be a receipt or order confirmation)
- If the business did not give you a copy of the contract (this can be a receipt or order confirmation)
How do I cancel my contract?
If you are entitled to a refund for the reasons explained above, learn how to cancel your contract and use our official cancellation forms by visiting our page about online purchases in BC.
I tried to cancel but didn’t get my refund – now what?
If you tried to cancel and you didn’t get a refund within 15 days, your next step is to contact your credit card provider with specific details and ask for a reversal of charges. You may be asked to provide a copy of your cancellation form and proof that it’s been sent. This is why the step above is necessary before moving ahead.
To request a reversal of charges, send the form below directly to your credit card company in a way that allows you to get proof of delivery (email, registered mail, etc.). Keep copies for your records.
Request for reversal of charges from your credit card provider
If the credit card company and the business both fail to refund you, contact us to file a complaint.
Where can I go for help with online shopping issues?
If you’re entitled to a refund for one of the reasons above and the business and the credit card company both fail to provide you with a refund, contact us to file a complaint. Keep in mind that all the steps mentioned on this page must be followed before we can help.
If you are simply unhappy with your product and the business is unwilling to provide an exchange or refund, your options may be limited as all businesses are allowed to set their own return and refund policies. Learn more about your options if you don’t like your product.
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About Consumer Protection BC
We are not-for-profit regulator responsible for overseeing certain industries and specific 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 try to offer a referral to a relevant organization, if one exists. Other times, court or legal assistance may be the best option. Explore our website at www.consumerprotectionbc.ca.
I purchased some face cream online and it didn’t work. Their website offered 90 day back guarantee. When I called them to return the product, there was a recording and then they hang up on you with no option to leave a message. I sent them countless emails, all with no reply. Finally I sent one saying that my credit card company are going to investigate them for fraud, and I got a reply in 13 hours saying my refund is going back on my card AND I can keep the cream! (Cause it’s not worth anything!) How can I warn others not to buy it or post a review somewhere? They don’t have a spot on their website obviously
Hi Jody, thanks for taking the time to explain your situation. This sounds like it may be a free trial trap. We have heard about this issue before and wrote a blog post about it: https://www.consumerprotectionbc.ca/2017/03/free-trial-traps-how-to-identify-them-and-what-to-do-if-you-re-stuck/. I’m happy you were able to get a refund through your credit card provider. That’s great to hear. In regard to your question about warning people, the best thing you can do it report the scam to the Canadian Anti-Fraud Centre so they are aware of it: http://www.antifraudcentre-centreantifraude.ca/reportincident-signalerincident/index-eng.htm. It’s up to you how you would like to warn others – I know some people will share their stories on social media, but that is a personal preference and we cannot advise on this. I hope this is helpful and best of luck!