Want to return something you bought?

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.

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.

Most retail sales are regulated by the Sale of Goods Act which is overseen by the courts. If the item that you purchased does not match the description because of its quality or condition, you may have a valid claim.  If you are not able to solve the problem directly with the retailer, you can look at the option of filing a claim in BC Small Claims Court.

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.