Want to return something you bought?
Did you buy a new shirt only to find that it just doesn’t fit? Or are you unhappy with the quality of your new computer? Maybe you purchased a defective product? Most retail sales are regulated by the Sale of Goods Act which is overseen by the courts (not any particular organization). Learning your rights, responsibilities and what isn’t covered by law can help you make an informed buying decision.
Can you return something you bought online?
Did you sign a contract for goods and services to be delivered at a later date?
I want a refund, return or exchange
In BC, there are no laws that deal directly with refund, exchange and return policies. This means that businesses can set their own policies when it comes to customer returns.
Here are some tips to help manage your retail purchases:
- Always ask for the store’s refund and return policies before making a purchase. Some stores include this information on signs or receipts, but make sure you ask about their policies before you buy.
- 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.
- 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.
- Check to see if the business is a member of your local Better Business Bureau (BBB). If they are a member, the BBB may be able to help you resolve your problem.
I am not happy with the quality of service
Unhappy with the quality of service you received? Let the business know. Most businesses use customer feedback to improve their services and keep track of how they are doing. They may be open to hearing your constructive feedback on how they can improve their service. Please remember to stay calm and speak in a clear and respectful manner to get the best outcome. You can also send a written complaint letter to the business’s administration. This will let management know of the problem and give them a chance to correct it.
Charged the wrong price?
Over-charged for a product or the pricing does not match the advertised price? We always suggest that you speak with the business first. If you are concerned about the business’s advertising, you can also contact
Advertising Standards Canada for advice.
Read our consumer tips: