Problem with an online purchase?

When you click that “I agree” button, it’s important to remember that you are entering into a contract. When you make a purchase online, or by telephone, you may have entered into what is called a “distance sales contract”. There are some rules around these types of contracts and there are specific instances that give you the right to cancel.

If you are having a problem, we recommend that you start by trying to work it out with the seller. Many online sellers have their own policies and procedures to manage customer complaints. Please make sure that you read and understand the terms of your purchase to avoid misunderstandings. This is the fastest way to resolve your issue.

If you have spoken with the business and the situation is unresolved, here is some information that may be helpful.

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.

To cancel your contract, send a cancellation request directly to the business in a way that allows you to get proof of delivery (registered mail, fax, or email). Keep copies for your records and be sure to follow up with the business. It is always a good idea to confirm a contract cancellation. The law gives the business 15 days to respond.

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 seller must provide clear details of the transaction. Before finalizing the sale, you should have the chance to review the details and correct any mistakes. At the point of checkout, the seller should clearly specify:

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 receiving 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

A seller 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, a distance sales contract must have certain information in it. If your contract is missing the necessary details, you can cancel your order within 7 days of getting a copy of the contract.

To cancel your contract, send a cancellation request directly to the business in a way that allows you to get proof of delivery (registered mail, fax or email). Keep copies for your records and be sure to follow up with the business. It is always a good idea to confirm a contract cancellation. The law gives the business 15 days to respond.

Cancel your distance sales contract within 7 days for not containing 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 a copy of your contract or confirmation within 15 days of the purchase, you have the right to cancel. You must cancel within 30 days of placing your order.

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.

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 product, but it’s just not right

Did you order a wedding dress but received a tuxedo? If you got the wrong product, you may be able to cancel. Please remember that it is your responsibility to read the description of the product, including measurements and details, before you buy. If you were sent the wrong product, you have a right to work with the business to ensure you either get a refund or get the correct product.

If you are planning on returning the goods because you received them in error, it is important to keep them in their original condition.

The first thing to do is to contact the business and ask that they fix the mistake. They may be willing to send the correct product or issue a refund. You may be asked to return the product but you should not be asked to pay for the return shipping.

Keep track of your communication with the business. Send a cancellation request directly to the business in a way that allows you to get proof of delivery (registered mail, fax or email). Ensure you explain to the business exactly why you are asking for a refund or the correct product. Keep copies for your records and be sure to follow up with the business.

If you do not receive a refund within 15 days, contact your credit card provider and ask them to reverse the charges.

Keep in mind that businesses are allowed to set their own refund, return and exchange policies. You should always ask about these policies before making a purchase.

I tried to cancel but didn’t get my refund

If you tried to cancel and you didn’t get a refund within 15 days, your next step is to contact your credit card provider with specific details and ask for a reversal of charges. You may be asked to provide a copy of your notice of cancellation.

To request a reversal of charges, send a notification directly to your credit card company in a way that allows you to get proof of delivery (registered mail, fax or email). Keep copies for your records.

Request for reversal of charges from your credit card provider

If the business and the credit card company both fail to provide you with a refund, contact us to file a complaint. (All the steps mentioned on this page must be followed first.)

Read our consumer tips on online purchases.

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