Some of us may be skipping the mall and turning to our devices for holiday shopping. This means it’s extra important to know your rights when buying online.
Our top tip
One of the simplest ways to protect yourself is to make online purchases using a credit card. Under BC’s consumer protection laws, credit cards offer the strongest recourse if something goes wrong, such as a package never arriving.
Before you click “confirm”
Shopping online this season? A few quick checks can help protect your purchases and make your holidays a little smoother. Before you hit purchase, take a moment to double-check your order and shipping details. You should always be able to clearly see:
- A detailed description of what you’re buying
- The currency
- Delivery details (method, timelines, and location)
- The cancellation, return, exchange, and refund policies
Businesses must also be upfront about how they plan to deliver your item. For example, if a package will be left at the door unattended or handed to someone else at your home, those terms should be clearly stated before you complete your order.
After you place your order, the business must send you a detailed receipt within 15 days. Make sure it includes your information, the business’s information, the full cost (including the currency), the return/refund policy, and the date you should expect to receive your purchase.
If something goes wrong
When you place an online order, businesses may give you either an expected shipping date or an expected delivery date. If your package doesn’t arrive or goes missing within 30 days of that date, you may have cancellation and refund rights under the law.
Here’s what to do:
- Contact the business and request a refund.
We have official cancellation forms on our website, and the business has 15 days to issue your refund. - If the business doesn’t refund you, contact your credit card provider.
There’s another form available on the website to support this step. - If both the business and your credit card provider refuse the refund, the business may be in breach of the law and we want to know about it. Submit a complaint to our office using our complaint form.
The holiday season can be stressful enough without worrying about missing packages. If you run into issues, there are resources available on our website to help you navigate next steps.
Where to go for more information
Explore our website for more info on which topics we can help you with directly, including online purchases.
Feel free to ask us your questions in the comment section or explore some of our other blog posts below.
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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.