Consumers can cancel an online purchase in certain situations thanks to the protections provided by the Consumer Protection Act.
The Office de la protection du consommateur has made a procedure and sample letters or emails available to help you in your efforts. You can also use them to cancel any other distance purchases, such as by telephone, for example.
Certain purchases are covered by exceptions: the rules described here do not apply to them
Summary of the cancellation procedure
Step 1 : Check whether the purchase can be cancelled.
Step 2 : Cancel the purchase with the merchant.
⏱ If no reimbursement was issued at the end of the 15-day deadline, file a chargeback request with the issuer of the credit card that was used to make the purchase within the next 60 days.
Step 3 : If no reimbursement was issued at the end of the 15-day deadline, file a chargeback request with the issuer of the credit card that was used to make the purchase within the next 60 days.
⏱ Receive an acknowledgement of receipt no later than 30 days after the chargeback request was filed.
Check the next 2 credit card statements to make sure the account has been credited.
Step 4 : If no chargeback is issued, send a formal notice to the credit card issuer.
Step 1: Check whether the purchase can be cancelled
Procedure
- Check whether the situation corresponds to one of the reasons for cancelling described below.
- Make sure the deadline to send a cancellation notice to the merchant has not expired. Then, go on to Step 2.
- Goods or services not received:
- within 30 days after the delivery date agreed upon in writing with the merchant or
- within 30 days after the date of purchase, if the merchant did not indicate a delivery date
- Document to receive transportation (e.g., a plane or train ticket), lodging or food services that were not received on the date agreed upon in writing with the merchant
- Ticket to attend an event (e.g., concert ticket or ticket for a sporting or cultural event, an exhibit, etc.) that was not received on the date agreed upon in writing with the merchant
Deadline to send a cancellation notice: any time before the goods or services are received
- Absence of mandatory information before the purchase (e.g., dimensions of the purchased item, description of customs clearance fees that could apply, etc.)
- Mandatory information presented in a manner that is incomprehensible or unclear (e.g., drowned out by a multitude of other information)
- Mandatory information that cannot easily be saved and printed
- The merchant’s offer is impossible or difficult to accept, correct or refuse
Deadline to send a cancellation notice: 7 days after receiving the contract
- Absence of mandatory information that should have been provided before the purchase (e.g., dimensions of the purchased item, description of customs clearance fees that could apply, etc.)
- Mandatory information provided before the purchase presented in a manner that is incomprehensible or unclear (e.g., drowned out by a multitude of other information)
Deadline to send a cancellation notice: 7 days after receiving the item or service
- Absence of mandatory information that should have been provided before the purchase (e.g., undisclosed fees charged to the credit card, etc.)
- Mandatory information provided before the purchase presented in a manner that is incomprehensible or unclear (e.g., drowned out by a multitude of other information)
Deadline to send a cancellation notice: 7 days after receiving the account statement
Was your purchase for tickets bought from a reseller? Refer to the page titled Cancelling a Ticket Purchase for all the details about the reasons for cancelling and the deadlines that apply to this type of purchase.
Is it too late to cancel your purchase within the prescribed deadlines? You may have other recourse options if the merchant failed to abide by its obligations. For more information, contact the Office or consult an attorney.
Step 2: Cancel the purchase with the merchant
Procedure
- 1. Notify the merchant of the cancellation, either verbally or in writing. You could:
- copy the text of the sample cancellation notice presented below into an email or word processing software;
- enter the required information, including the reason for cancelling presented in Step 1 that applies. Add any relevant details as needed;
- attach or enclose the transaction confirmation if the merchant has sent you one;
- send the notice to the merchant by email or by registered mail by the deadline associated with the reason for the cancellation. Keep proof that the email or registered letter was sent.
- Allow 15 days for the merchant to reimburse you.
- If the item has been delivered, return it to the merchant (the merchant is responsible for covering reasonable return fees):
- within 15 days after sending the cancellation notice; or
- with 15 days after receiving the item, if it was received after sending the cancellation notice.
- If the merchant does not reimburse you, go on to Step 3.
Sample cancellation notice
You can use this sample cancellation notice.
Step 3: File a chargeback request with the issuer of the credit card
Procedure
- In the absence of a reimbursement from the merchant within 15 days after sending the cancellation notice, described in Step 2, file a chargeback request with the issuer of the credit card that was used to make the purchase. The issuer is usually a bank or a credit union, and its name and contact information are indicated on the credit card contract. You could:
- copy the text of the request to the credit card issuer provided below into a word processing software;
- enter the required information, including the reason for the cancellation presented in Step 1 that applies. Add any relevant details as needed.
- Send the request to the credit card issuer no later than 60 days after the merchant’s non-reimbursement. Send the notice by means of which you can keep proof, such as registered mail. Keep a copy of the request.
- Once the credit card issuer has received the request, allow 30 days for the credit card issuer to acknowledge receipt.
- Make sure the credit card issuer credits the account for the requested amount, within whichever comes first of the two following deadlines:
- no later than 90 days after receiving your request;
- within 2 complete account statement periods.
Sample request to the credit card issuer
You can use this sample request to the credit card issuer.
Step 4: Send a formal notice
If the credit card issuer does not credit the account for the amount requested within the deadlines indicated in Step 3, send the issuer a formal notice. The page titled Sending a formal notice explains how to proceed.
Exceptions: purchases not covered by these rules
The rules described on this page do not apply to certain online purchases:
- prearranged funeral services and prepurchased sepultures;
- goods that may perish quickly, such as food products;
- goods purchased by auction, within the meaning of articles 1757 and subsequent articles of the Civil Code of Québec;
- lottery tickets, in particular from Loto-Québec;
- credit contracts;
- service contracts for training, teaching or assistance (defined as “contracts of successive performance), for example:
- registration for a series of courses,
- membership at a training centre,
- contracts for daycare services or day camps and stayover camps,
- contracts with a dating agency.
Last update : May 15, 2024
Was the information on this page useful to you?
The information contained on this page is presented in simple terms to make it easier to understand. It does not replace the texts of the laws and regulations.
Thank you! Your comment was submitted successfully.