The rules and issues around the COVID-19 pandemic continue to evolve and information changes consistently. Please take note of when our content was written and always go to the sources we’ve provided for the most current guidance.
Due to COVID-19, there may be some slight differences to a store’s policies on returns, refunds and exchanges. Here’s some information to help you understand the rules.
Looking for a refund, return, or exchange during COVID-19?
There are many different reasons why you may want to take an item back. Maybe you realize a pair of shoes is a bit too small or perhaps you’re experiencing some buyer’s remorse.
However, in BC, there are no laws that deal directly with refund, exchange and return policies. This means that retail businesses can set their own policies when it comes to customer returns. Some stores may have super flexible return policies, and others may not. With COVID-19, some stores may have changed or updated their policies to reduce the risk of infection for customers and staff.
Ultimately, it’s up to the store to decide how they want to deal with refunds, returns, and exchanges.
How to avoid problems with a return, refund or exchange policy
Because businesses set these policies themselves, it is very important to ask about their refund and return policy before you make the purchase. If you think you knew what a store’s policy was on returns, refunds or exchanges before the pandemic, be sure to ask again when you make a new purchase – the policies may have changed in an effort to protect customers and staff.
What to do when you encounter a problem
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.
- 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.
- 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. However, please be aware that some stores may no longer be flexible when it comes to their return or refund policies due to COVID-19. Please try to be understanding and remember that their doing their best to keep their customers safe.
- If you believe the business is not abiding by their current return or refund policy, you can 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. Alternatively, 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 exceptions
There are exceptions to the rules around returns, refunds, and exchanges in certain types of transactions…
- Did your gym or fitness studio change the services that are offered? By law, if a fitness studio has closed its doors or changed the services offered during the COVID-19 pandemic (i.e. moving classes online or no longer offering certain services), consumers are within their rights to cancel their contract and receive a refund for unused services. This is considered a “material change” by the supplier. Learn more about your options in this situation.
- Did you buy something online that never arrived? 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!
5 ways to effectively manage debt
Some things to consider when you’re travelling within BC this summer
Three tips for safely buying a vehicle during the pandemic
COVID-19: what to expect at the farmers’ market
Look through all of our COVID-19 related information on our website.
Where do we fit in?
Yes, we are a provincial regulator. We are responsible for some very specific transactions in BC. We aren’t experts on COVID-19. We won’t – and shouldn’t – ever give medical or legal advice. But we are in a unique circumstance right now and we want to help people navigate the current reality. We don’t have all the answers, but we will do our best to share information from reliable sources, put it in ways that are easy to digest and understand, provide referrals and help you navigate this situation.
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.
My name is Hye yeon(Olivia).
My Ikea order no # 344622701
My deliver no 1st # 19882374 and 2nd #19898272.
I have a problem with Ikea and delivery company since March.
On Febrary, I bought some furniture, $2,800 approximately. And 1st March, I got all of them.
When we assembled some furniture, it was so difficult and unbalancing.
I want to return some of them and I paid and reserve a return delivery.
Now my unprecedented experience started, still now.
First return delivery came 8th March.
Two guys came and check return stuffs, he said to me ‘Before I had parking tickets, if i will have you should pay.’ so ‘There is strata area. And other delivery didn’t ask to me before. I can not.’
He said ‘Ok. I will go. bye bye.’….
-‘What?’
And he said ‘Don’t be angry mem. Today is woman’s day.’
He left……..
I called to Ikea. And I got 2nd return schedule. In my memory, it was on Wednesday.
I organized return all stuffs. (before it was disassemble some part.)
Two another guys came to my home.
They said ‘the strata area had a car, I will check other side.’
(My condo had some street parking area)
‘Ok. I will stay at lobby for opening door.’
And maybe 3-5min later, my husband called me ‘The delivery company called to my husband. They left already cause they did’t find out parking area’
But the time strata area was empty and street area had a parking space. But they didn’t come again.
I called IKEA again.
I asked to them changing delivery company but they had just one.
I complained and booking for return. The day, they didn’t call and did’t come all day. It was 3rd.
And again 4th nobody call and come. And 5th was same. Every time they said that ‘they will be there. i’m sure. I promised……..’ but after the day, IKEA closed by Covid-19.
I tried to do something. Middle of March, I was succeeded to connect live chat on online.
She sent a text that ‘somebody will call you for booking in 2 day.’
But I got a apology mail from Ikea instead of call.
And just I got another sorry mail again.
And last month, when they opened again, they called me. They said that t’the return delivery’s policy was not sure, so we will call you in July. Or if you can ask to other friend for big car.’
-‘I paid return service already.’
Still no call. I tried to call to service centre, It was not success.
What should I do?
How long should I be patience.
Please tell me.
Please help me.
My kid stayed with those stuffs since March.
Thank you.
Hi Hye yeon, thank you for writing to us. Since your furniture still needs to be picked up, the only thing I can suggest is to keep contacting IKEA so they can come and pick them up from you. Have you tried going to the store to talk to somebody? The stores are open now so that may be an option. Or, if you are able to get your friend’s help to return the items to IKEA directly, you may be able to ask for a refund for the return pick-up fee you’ve already paid. I hope one of these options will work for you.
I pre-purchased coaching services in Feb and had planned to use them March. The business had a no refund policy when I purchased. I’m immune compromised and the coach’s business couldn’t provide in person services when the lock down happened. She offered online services but I decide to wait until the summer to see her in person. Now Covid numbers are up again and I don’t feel comfortable going to an office and I don’t feel like I have enough privacy at home for online sessions. I have requested a refund as I was told by a lawyer that because covid is an act of god the coach must refund me. The coach declined stating her no refund policy, and because she could fulfil both in person and online visits and further offered to take extra Covid precautions. I’ve asked her for a detailed Covid plan but ideally I want a refund and as I understand it she is obligated to do that
Hello and thank you for leaving us a comment here. I’m not sure if your lawyer had a chance to review your original contract but one way to cancel would be to see if the original contract was missing any information it’s required to have. We have some information on this on our website and here is the link to that page. If your contract is missing some information, you can use our form (on the same webpage) and try to cancel your contract. You can also submit a formal complaint to us so we can take a look at your situation and your contract in detail. You can do that online here. I hope you will be able to resolve this issue quickly!
Hi, before Covid I bought online tickets for Shen Yun show in Queen Elisabeth Theatre in Vancouver. The show got cancelled due to Covid and the vendor postponed the tickets for later. At the moment, after 1 year of the delay, they postponed it for another year, until 2022. When I asked for a refund, they offered me a voucher. I refused it and insisted on a monetary refund, and the vendor said they would charge me a 15% administration fee on a monetary refund, refusing to provide any substantiation on the amount and the reason.
—Is this ‘administration fee’ legal, considering that the service/product (the show) was not provided?
—What act does regulate such a situation and where should I go to dispute it?
Hi Larisa, thank you for reaching out to us. In your situation, you can use one of our forms to “cancel” your contract and ask for a refund from the vendor. It’s our understanding that a situation like this would fall under distance sales contracts and we have a lot more information about it on this page, including the form. Once you are on the page, click on the “My product never arrived/I never got my service” and you will see the forms. Please use the first form and make sure to follow the instruction described on the form. The law gives the business 15 days to respond but if this is not successful, please contact us by filling out a formal complaint form. Thank you, Larisa!
I purchased a bench from the Hudsons Bay in Vernon on November 17, 2020. They advised that it would be available on December 22 – this is on the bill of sale. At the back of the bill of sale it states it is a “special order” and therefore there are no cancellations. They did not advise me of this. On Dec 22 they told me it would not be in until Feb 22. On Feb 22 they told me March 22. On March 22 they told me “sometime in May”. Yesterday i asked for refund and was quoted the bill of sale information.
This was not an online purchase but an instore purchase. So not sure the online purchase 30 day delivery limit applies?
Hi Marlene, thank you for contacting us. Since you bought the item in-store and not online, the distance sales rules would not apply, including the 30 day delivery rule. Retail stores are allowed to set their own return, exchange and refund policy so you may want to negotiate with the store directly. Try speaking to a supervisor or a manager but if that doesn’t result in a refund, you can also try requesting a charge-back through your credit card company (if you paid with a card). I hope you will be able to resolve the issue soon!