Feeling some buyer’s remorse after shopping online? Perhaps the thing you bought isn’t what you had in mind or maybe you’re unhappy with the quality. Regardless of the reason, if you don’t like your new purchase, here are some of your options.
First things first
The laws we oversee don’t capture quality issues with online shopping, so this is not an area we can help with. We’re sharing the information below because this is a common issue we hear about and we want to help you make informed choices as a consumer.
Online shopping fails: your options if you don’t like your product
1. Try to resolve the issue with the business directly.
This should be your first step. Be clear about what the exact issue is and suggest a reasonable solution. Depending on the issue, the business may be happy to work with you to fix the problem. You may be interested in reading our blog posts about how to write an effective complaint letter and general tips for resolving complaints.
2. Review the fine print so you know what you agreed to.
Know that retail stores are allowed to set their own refund, return and exchange policies. This is why it’s so important to check the policy before you make a purchase. Some businesses stand behind the quality of their products, offer replacements, or issue refunds when consumers encounter certain issues.
Some businesses do not offer refunds and they are not obligated to do so simply because you changed your mind or don’t like the item.
Read up on the policy and find out what you agreed to when you bought the product. If your product came with a warranty or some sort of quality guarantee from the business, review the details to find out what types of issues are covered and whether they are covered by a manufacturer, retailer, or third-party provider.
4. Determine how far you are willing to pursue the issue.
If you can’t work it out with the business and truly believe the business is not abiding by their policy (and feel it’s worth it to pursue the issue further), the Civil Resolution Tribunal can help resolve small claims disputes under $5,000. If you want a legal opinion, consider trying the Lawyer Referral Service. You can get a consultation with a lawyer for up to 30 minutes for free.
Online shopping laws in BC
While we can’t help you if you don’t like your product, there are certain circumstances where our laws apply:
Your order never arrived.
Under BC law, if you have not received your order within 30 days of the delivery date (or within 30 days of the purchase if there was no delivery date), you can cancel your order and request a refund. We have forms to help you do this properly. Learn how to cancel your order and request a refund.
You were sent the wrong product.
The first step is to work with the business to ensure you either get a refund or the correct product. Keep the items in their original condition and contact the business and ask that they fix the mistake. You may be asked to return the product, but you should not be asked to pay for the return shipping. Learn more about your options if you can’t reach a solution with the business.
Where to go for help
If you don’t like your product and the business does not accept refunds under their policy, your options are limited (see above). This is not an area we can help with under the laws we oversee.
If your product never arrived or if you were sent the wrong product, visit this page to access our self help tools and follow the required steps. Our ability to help is only activated once you follow and document the process and then the business fails to provide a refund.
Did you like this? You might like these posts too!
Online orders: who is responsible when you don’t get your package?
How to get a refund if your online order never arrives
The scoop on refunds, returns, and exchanges
What is a “quality of service” issue and what can you do about it?
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.
What if the goods fail? There doesn’t seem to be any information about what your rights are if the thing you’ve bought breaks during normal use. I was under the impression that consumer law covered that situation, in the sense that a vendor would be responsible for either fixing the product or replacing it within a years. But I can’t find anything about that on this site which suggests I’m imagining it.. Can you clarify?
Hi Steve, good question. If your product came with a warranty or some sort of quality guarantee from the business, I would suggest reviewing the fine print of your receipt/warranty to see what types of issues are covered and whether they are covered by a manufacturer, retailer, or third-party provider. Like the post suggests, businesses are responsible for setting their own return, refund, and exchange policies. Some may stand behind the quality of their products and some may not. If the business offers no guarantee and aren’t willing to resolve the situation to your satisfaction you may have options under the Sale of Goods Act, as mentioned in the blog post. However, the Sale of Goods Act is enforced through the courts so that would be your avenue to pursue a refund, which to many is not an ideal situation. This is why it’s so important to understand the policies of the businesses you buy products from to ensure you know what you’re agreeing to when you purchase an item (including any quality issues that may come up). I suspect this wasn’t the answer you were looking for but I hope it helps.