Ontario Online Shopping and Returns Laws (2026)
About this article
Sourced from Canadian federal statutes and official sources. Provincial information reflects each province's own legislation and court rulings. Written in plain language for general understanding — this is educational content, not legal advice. Our editorial standards
What is this right?
Surprise: there's no general right to a refund in Canada just because you changed your mind. The store's posted policy is the policy.
What provincial law gives you for online and distance sales is narrower than most people think, and it pays to be precise about it. These are not unconditional change-of-mind windows. They are cancellation rights that open up when the seller got something wrong — typically by failing to give you the required disclosure, an express chance to accept or decline before you committed, or a copy of the agreement:
- Ontario: 7 days after you receive a copy of the agreement, if the seller didn't disclose the prescribed information or didn't give you that express accept-or-decline opportunity (Consumer Protection Act, 2002, s. 40(1)). If the seller never gave you a copy at all, you get 30 days from the date of the agreement (s. 40(2)). These rules apply to internet agreements where your total payment obligation exceeds $50 (s. 37).
- British Columbia: 7 days after receiving a copy if the contract doesn't meet the required contents, or 30 days from the contract date if the seller never provided a copy (Business Practices and Consumer Protection Act, s. 49).
- Quebec: 7 days after receiving your copy if the merchant didn't set out the mandatory information in the prescribed way (Consumer Protection Act, art. 54.8).
Don't confuse these with the 10-day figure often quoted for Ontario. That one covers direct agreements — door-to-door sales — and it genuinely is a no-reason cooling-off period (CPA 2002, s. 43). Buying online does not get you that.
The other useful rule: if delivery is more than 30 days late, you can cancel. And the credit card chargeback is the lever most people forget — typically a 120-day window from the transaction.
One thing to watch: Ontario passed a new Consumer Protection Act, 2023 to replace the 2002 Act, but it only takes effect on a day named by proclamation. The 2002 Act is still the operative law, so confirm current section numbers with Consumer Protection Ontario before you rely on them.
When does it apply?
- Purchases made online, by phone, or by mail from sellers operating in Canada.
- Cooling-off rules apply to distance sales over $50.
What to Do If an Online Seller in Canada Refuses to Refund You
- Keep every order confirmation and receipt. Email folders are fine.
- Read the cancellation policy before you click buy — that's still the document the dispute will turn on.
- Exercise cooling-off rights in writing inside the deadline — email or registered mail.
- Request a chargeback through your card issuer when the seller stonewalls. It's your strongest practical lever.
- Escalate to the provincial consumer protection agency if the issue holds.
What should you NOT do?
- Don't assume you can always return. "Change of mind" isn't a Canadian consumer right.
- Don't drift past the cooling-off deadline. The window closes hard.
- Don't use debit for big online buys. Debit doesn't get chargeback protection.
- Don't shrug off an undelivered order. Day 31 is your cancellation right — use it.
How Ontario differs from federal law
Ontario provides strong protections for online and distance purchases through the Consumer Protection Act, 2002, which goes further than the federal Competition Act's general provisions.
- For any internet, phone, or mail-order purchase over $50, the seller must provide you with clear information before you pay: a description of the goods or services, the total price, delivery date, your cancellation rights, and the supplier's name and contact information (Part IV of the CPA, ss. 37–40).
- If the seller fails to deliver within 30 days of the promised delivery date (or 30 days of the purchase date if no delivery date was stated), you can cancel the contract and get a full refund.
- You can cancel an internet agreement within 7 days after receiving your copy if the seller failed to make the required disclosures, or failed to give you an express opportunity to accept or decline and to fix errors before you committed (s. 40(1)). If the seller never gave you a copy of the agreement at all, you get 30 days from the date of the agreement (s. 40(2)). Note the trigger: this is a remedy for the seller's non-compliance, not a general change-of-mind window.
- A separate and longer remedy applies if the seller committed an unfair practice — a false, misleading or deceptive representation. You can rescind the agreement within 1 year of entering into it, and claim damages (ss. 17–18).
- If the seller does not honour your cancellation, you can request a chargeback from your credit card company. The CPA requires credit card issuers to reverse charges for cancelled internet agreements if the seller does not refund you within 15 days.
- Ontario law does not require businesses to accept returns for change of mind — return policies are set by the retailer. But if the product is defective, the Sale of Goods Act implied warranties apply.
Additional Steps in Ontario
Keep records of your online purchases: order confirmations, emails, and screenshots. If you need to cancel, send your cancellation notice in writing (email is fine). If the seller doesn't refund within 15 days, contact your credit card issuer for a chargeback. File a complaint with Consumer Protection Ontario at 1-800-889-9768 or ontario.ca/page/filing-consumer-complaint.
Relevant Law: Consumer Protection Act, 2002, S.O. 2002, c. 30, Sched. A, Part IV (Internet Agreements, ss. 37–40), ss. 17–18 (Unfair Practices — one-year rescission); O. Reg. 17/05 (General Regulation under CPA); Sale of Goods Act, R.S.O. 1990, c. S.1
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What is the online shopping and returns right in Canada?
Surprise: there's no general right to a refund in Canada just because you changed your mind. The store's posted policy is the policy.What provincial law gives you for online and distance sales is narrower than most people think, and it pays to be precise about it. These are not unconditional change-of-mind windows. They are cancellation rights that open up when the seller got something wrong — typically by failing to give you the required disclosure, an express chance to accept or decline before you committed, or a copy of the agreement:Ontario: 7 days after you receive a copy of the...
When does online shopping and returns apply?
Purchases made online, by phone, or by mail from sellers operating in Canada.Cooling-off rules apply to distance sales over $50.
What should I do if an online retailer in Canada won't give me a refund or my order never arrived?
Keep every order confirmation and receipt. Email folders are fine.Read the cancellation policy before you click buy — that's still the document the dispute will turn on.Exercise cooling-off rights in writing inside the deadline — email or registered mail.Request a chargeback through your card issuer when the seller stonewalls. It's your strongest practical lever.Escalate to the provincial consumer protection agency if the issue holds.
What mistakes should I avoid with online shopping and returns?
Don't assume you can always return. "Change of mind" isn't a Canadian consumer right.Don't drift past the cooling-off deadline. The window closes hard.Don't use debit for big online buys. Debit doesn't get chargeback protection.Don't shrug off an undelivered order. Day 31 is your cancellation right — use it.
Online Shopping and Returns in other states
Same topic, different jurisdiction. Pick the one that applies to you.