SAANICH, BC – October 22, 2025 – Consumer Protection BC urges consumers to know their delivery rights after issuing a penalty to online retail giant Amazon. The regulator ordered Amazon to pay close to $20,000 in administrative penalties and inspection fees for violating BC’s consumer protection laws.

The action follows a decision by Consumer Protection BC which found Amazon failed to refund a consumer who said they never received their online order. Amazon told the consumer they delivered the package to someone at the home.

“When you buy something online, you should know exactly how it will be delivered because it’s clearly outlined and you’ve agreed to it,” says Louise Hartland, director of public relations for Consumer Protection BC. “It is not good enough for an online retailer to simply drop packages at the door or hand them to another person if the consumer has not agreed to this. This kind of delivery may be allowed, but only with the customer’s understanding and consent.”

Amazon has 30 days to apply for a reconsideration of the decision. The company must also refund the consumer more than $500 for the missing items.

“We recognize consumers appreciate the convenience of Amazon’s delivery services. We don’t want that to change. We are hopeful Amazon will clearly disclose to customers how their contactless delivery model works to align with consumer protection laws, which ultimately better protects its customers,” says Hartland.

Read the full decision on the Consumer Protection BC website.

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For media inquiries, please contact: 
Louise Hartland 
Director of Public Relations 
media@consumerprotectionbc.ca 
236-664-1626

 

About Consumer Protection BC

Consumer Protection BC is a not-for-profit regulator responsible for overseeing specific industries and consumer transactions in British Columbia. The organization’s mandate includes licensing and inspecting regulated businesses, responding to consumer inquiries, investigating alleged violations of consumer protection laws, and classifying all general release motion pictures.

With a focus on fairness and accountability, Consumer Protection BC works to ensure consumers are informed and protected. For more information, including recent enforcement actions and details about inspection and complaint-handling processes, visit www.consumerprotectionbc.ca. The organization also shares valuable consumer tips and resources through its blog and social media channels on Facebook and Instagram.

 

 

 

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