Problem with an online purchase?

Specifically for online purchases, before you finalize your purchase, the business must clearly show you all key details. They must: 

• Make the information easy to access, save, or print
• Give you a chance to review and fix any mistakes
• Let you clearly accept or decline the purchase 

This information must be clear and easy to understand, and be provided at no cost to you. 

Other disclosures 

When you buy most goods and services, there are certain things that must be disclosed to you upfront and in the contract itself. These rules are designed to make sure you get clear information before you agree to something. For example: 

• The legal or operating name of the business
• The date of your purchase
• A clear description of what you’re buying
• The total price, including taxes and any known extra costs (like shipping)
• Delivery details, such as how and where your item will be delivered (if applicable)
• The payment terms, including how and when you need to pay
• The return, refund and cancellation policy 

This is not an exhaustive list. Explore our resources about Contracts for more information and to learn how to cancel if details are missing.

Your order never arrived or the business did not supply the item you ordered 

Your online order should include a delivery or shipment date. If the item is not supplied within 30 days of that date, or within 30 days of the purchase if no delivery date was provided, you can cancel the order and request a refund.

You didn’t get a copy of the contract

For online purchases, you must get a copy within 15 days after the contract is entered into. If not, you can cancel.

Certain information was missing

When you buy goods or services, there are certain things that must be disclosed to you. These rules are designed to make sure you get clear information before you agree to something. Learn how to cancel if details are missing on our Contracts page.

1. Cancel your contract and request a refund by using the relevant form below. 
2. Once you have filled out the form, send it to the business in a way that gives you proof of delivery, such as email, fax or registered mail. 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 or after you have returned the goods (if applicable).

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

Cancel your contract for not receiving the goods or services within 30 days of the purchase date (if there was no supply date)

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

If you cancel your contract and need to return a product, it must be unused and in the same condition it was when delivered. 

• You should not be charged return shipping
• The business must tell you how to return the item within 15 days
• Follow their instructions if they match the return policy in the contract 

If the business does not provide return instructions within 15 days: 

• You do not have to return the goods
• You are not responsible for any obligations related to those goods

If you’re cancelling because your item wasn’t delivered within the required time, you must cancel before the item arrives. Once you receive the item, you can no longer cancel for late delivery. 

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 a way that gives you proof of delivery, such as email, fax or registered mail. 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, submit a complaint to us so we can review your situation. The steps mentioned above must be followed first.

How we review complaints 

We look at each complaint to decide if we should open a case based on the facts, the law and the level of risk. We focus on issues that cause the most harm or affect more people, especially those who may be vulnerable. In some cases, we may refer it to another agency that’s better suited to help.

Your online order should include a delivery or shipment date. If you still have not received the goods or services 30 days after one of those dates, or you were not given a 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 contract for not receiving the goods or services within 30 days of the purchase date (if there was no supply date)

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

Before you place an online order, the business must disclose certain information so you have the chance to review it and correct any mistakes. Before clicking “confirm purchase”, 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.

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 seven days of getting a copy of the contract.

Read the Business Practices and Consumer Protection Act.

Businesses must send you a copy of your contract within 15 days. The contract might be a separate document or it 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.

If you ordered something online, the contract might be a separate document or it 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.

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.

Your online order should include a delivery or shipment date, if the product is not in stock and you have not received it within 30 days of one of those dates, 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.

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 delivery or shipment date or within 30 days of purchase (if there was no delivery/shipment date), cancel your contract with the business to request a refund using the forms below.

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 or leaving it with another person, 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 could mean they failed to properly deliver the package.

How to cancel and request a 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, submit a complaint so we can review it. All the steps mentioned above must be followed first.

How we review complaints

We look at each complaint to decide if we should open a case based on the facts, the law, and the level of risk. We focus on issues that cause the most harm or affect more people, especially those who may be vulnerable. In some cases, when an issue is supported by the law, we may refer it to another agency that’s better suited to help.