The legal framework
Consumer protection is provincial. Most provinces regulate internet agreements: the seller must disclose specified information before the contract, and the consumer may cancel within a set period if that information was not given, or if the goods are not delivered within thirty days of the promised date. Credit card issuers must then reverse the charge.
Key points
| Disclosure | Required before an internet agreement; failure allows cancellation |
|---|---|
| Non-delivery | Cancellation right where goods are not delivered within 30 days of the promised date |
| Chargeback | Card issuers must reverse charges on a valid cancellation in most provinces |
| Cooling-off | No general right to change your mind |
| Quebec | The Consumer Protection Act is the strictest, including rules on warranties of reasonable durability |
| Advertising | Misleading advertising is prohibited federally under the Competition Act |
| Small claims | Provincial courts with simple procedures and low limits |
| Provincial consumer law | Cooling-off rights exist for specific contract types, varying by province |
| Online purchases | Several provinces allow cancellation if required disclosure was not given |
| Implied warranties | Statutory conditions of merchantable quality apply in every province |
In practice
- Pay by a method that allows a chargeback — this is the most effective remedy against a seller who stops responding.
- Keep the order confirmation, the listing as it appeared, and all correspondence.
- Put complaints in writing with a clear deadline before escalating.
- For purchases from abroad, check import duty and tax before ordering: they often exceed the saving.
- Check whether the trader gave the required pre-contract disclosure — its absence may allow cancellation.
- File a complaint with the provincial consumer protection office; they mediate.
Cost and coverage
Provincial consumer complaints are free; small claims fees are modest.
Recent changes
Quebec's legal warranty of reasonable durability is regularly used to obtain free repairs for appliances and electronics well beyond the manufacturer's warranty.
Where to go
- Provincial consumer protection offices.
- Competition Bureau for misleading advertising.
- Small claims divisions of provincial courts.
Worth knowing
In Quebec, the legal warranty means goods must last a reasonable time given the price paid — a right that exists independently of any manufacturer's warranty and is worth invoking by name. Several provinces let you cancel an online contract within a year if the trader failed to give required disclosure. That is a much longer window than most people expect.
Official sources and links
- Canada.ca — official government portal
- Justice Laws Website — federal statutes and regulations