Problem with an online purchase?

When you make a purchase online, or by telephone, you may have entered into what is called a “distance sales contract”. There are rules for these types of contracts and there are situations that give you the right to cancel and get a refund.

If you run into a problem, start by working with the business to reach a solution. This is the fastest way to resolve your issue. Take some time to review the return and refund policies so you understand what you agreed to when you made the purchase.

Read the Business Practices and Consumer Protection Act.

I never got my services / my product never arrived

Your online order should include an estimated delivery date. If you still have not received the goods or services 30 days after the delivery date, or you were not given a delivery date and you have not received the goods/services within 30 days of the purchase, you can cancel your order. If you have already received the goods or services it is too late to cancel.

How to cancel your contract and request a refund

1. Cancel your contract and request a refund by filling out one of the forms below.

2. Once you have filled out the right form, you can send it to the business in a way that show proof of delivery (by email, mail, or fax). Keep copies for your records and follow up with the business to confirm they received it. The business has 15 days to refund you the total amount.

Cancel your distance sales contract for not receiving the goods or services within 30 days of the supply date

Cancel your distance sales contract for not containing a supply date and the goods or services were not delivered within 30 days of purchase.

What information should be available before I buy?

Before you place an online order, the business must disclose certain information so you have the chance to review it and correct any mistakes. At the point of checkout, you should see:

A detailed description of the goods or services
The currency
The delivery details, including the shipping method and place of delivery
The cancellation, return, exchange and refund policies, if any

Once you have placed an order online, the business must send you a copy of your contract, or receipt, by email or mail within 15 days. The contract must include all of the details about the order.

What information must be in my contract?

By law, a distance sales contract must have:

Your information
Their businesses information
The cost and currency of the item(s), including tax or any additional charges
A detailed description of the goods or services, including any relevant technical or system specifications
The delivery arrangements
The return/refund policy, if any
The supply date

This is a summary, not an exhaustive list of requirements, nor is it legal advice.

If your contract is missing the necessary details you can cancel your order within 7 days of getting a copy of the contract.

Read the Business Practices and Consumer Protection Act, Part 4.

I want to cancel because my contract didn’t have all the required information

Businesses must send you a copy of your contract within 15 days. The contract can look like a receipt that you get by email. By law, these contracts must have certain information in them. If your contract is missing this information, you can cancel your contract within 7 days of getting a copy of the contract.

How to cancel your contract and request a refund

1. Cancel your contract and request a refund by filling out the form below.

2. Send the form to the business by email, mail or fax. Keep copies for your records and follow up with the business to confirm they received it. The business has 15 days to refund you the total amount.

Cancel your distance sales contract within 7 days for not containing the required content

I want to cancel my contract because I didn’t get a copy of the contract

If you ordered something online, the contract can look like a receipt that you get by email. If you didn’t get this within 15 days of the purchase, you have the right to cancel. You must cancel within 30 days of placing your order.

How to cancel your contract and request a refund

1. Cancel your contract and request a refund by filling out the form below.

Cancel your distance sales contract within 30 days of purchase for not receiving a copy of the contract

I ordered the product, but now it’s not in stock

Your online order should include an estimated delivery date, if the product is not in stock and you have not received it within 30 days of your estimated delivery date you can cancel your contract. If you have already received the goods or services it is too late to cancel.

How to cancel your contract and request a refund

1. Cancel your contract and request a refund by filling out one of the forms below.

2. Once you have filled out the right form, you can send it to the business (by email, mail, or fax). Keep copies for your records and follow up with the business to confirm they received it. The business has 15 days to refund you the total amount.

Cancel your distance sales contract for not receiving the goods or services within 30 days of the supply date

Cancel your distance sales contract for not containing a supply date and the goods or services were not delivered within 30 days of purchase.

I got the wrong product

If you were sent the wrong product, you have a right to work with the business to get a refund or get the correct product.

How to request the correct product or ask for a refund

1. Start by asking the business to fix the mistake. They may be willing to send the correct product or issue a refund. Keep the goods in their original condition so they can be returned without any issues. You may be asked to return the product but you should not be asked to pay for the return shipping.

2. If they do not refund you or send you the correct product, the next step is to cancel your contract. If the correct item is not delivered to you within 30 days of the original estimated delivery date or within 30 days of purchase (if there was no estimated delivery date), cancel your contract with the business to request a refund using the forms below.

3. Send the form to the business in a way that shows proof of delivery (by email, mail or fax). Keep copies for your records and follow up to confirm they received it. The business has 15 days to refund you the total amount.

Cancel your distance sales contract for not receiving the goods or services within 30 days of the supply date

Cancel your distance sales contract for not containing a supply date and the goods or services were not delivered within 30 days of purchase.

I don’t know where my package is and the business says it was delivered

Ordered something online and had issues with delivery? Perhaps your package is nowhere to be seen or you’re worried about theft. Regardless of the outcome of your package, the business needs to deliver it using a method you agreed to.

What does “delivery” really mean?

The default for what it means to “deliver to a consumer” is for the package to be handed to you directly. If the business plans to use a different delivery method, like dropping it at your door, they need to let you know beforehand so you can make an informed decision. This can happen in the information and disclosures before you click “confirm purchase”.

If the business did not deliver the package directly to you and they did not inform you of a different delivery method, that means they failed to properly deliver the package.

How to cancel and request a refund

1. Check if you consented to a different delivery method when you bought the item. Consider doing a mock-purchase and see if there’s information about delivery anywhere in the process. If you aren’t sure, contact the business and ask.

2. If you never agreed to a different delivery method and your item was not given to you directly within 30 days of purchase or the expected delivery date, cancel your contract with the business to request a refund using the forms below.

3. Fill out the form and send it to the business (by email, mail or fax). Keep copies for your records and follow up to confirm they received it. The business has 15 days to refund you the total amount.

Cancel your distance sales contract for not receiving the goods or services within 30 days of the supply date

Cancel your distance sales contract for not containing a supply date and the goods or services were not delivered within 30 days of purchase.

I tried to cancel but didn’t get my refund

If you tried to cancel an online purchase and you didn’t get a refund within 15 days, your next step is to contact your credit card provider and ask for a reversal of charges. You may be asked to provide proof that you cancelled your contract with the business.

How to request a credit card chargeback

1. Fill out the required form: Request for reversal of charges from your credit card provider

2. Send the form to your credit card company in way that shows proof of delivery (email, mail, or fax). Keep copies for your records and follow up to confirm they received it. The credit card company must acknowledge your request within 30 days. They must reverse the charges within two billing cycles or 90 days (whichever is earlier).

3. If the business and the credit card company both fail to provide you with a refund, please submit a complaint so we can review it. All the steps mentioned above must be followed first.

Read our consumer tips on online purchases.

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