Online Shopping and Returns in Ontario
Reviewed by the Commoner Law Editorial Team. 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?
Canada has no general right to a refund just because you changed your mind. However, provincial laws do give you cooling-off periods for internet and distance sales:
- Ontario and Quebec: 7 days
- British Columbia: 10 days
These cooling-off periods apply to qualifying distance sales over $50. The seller must provide clear disclosure — their name, address, a description of the product, the total price, the delivery date, and your cancellation rights.
If goods are not delivered within 30 days of the promised date, you can cancel the order. Credit card chargebacks are also available, typically within a 60-day window.
When does it apply?
- Purchases made online, by phone, or by mail from sellers operating in Canada.
- Cooling-off periods apply to qualifying distance sales over $50.
What to Do If an Online Seller in Canada Refuses to Refund You
- Keep order confirmations and receipts for every online purchase.
- Check the cancellation policy before you buy.
- Exercise cooling-off rights in writing within the deadline — email or registered mail works.
- Request a chargeback from your credit card issuer if the seller won't refund you.
- File a complaint with your provincial consumer protection agency if needed.
What should you NOT do?
- Don't assume you can always return for any reason — there is no general right to a refund for change of mind.
- Don't miss the cooling-off deadline — once it passes, you lose that right.
- Don't use debit for large online purchases — debit cards have no chargeback protection.
- Don't ignore undelivered orders — if the delivery is more than 30 days late, you have cancellation rights.
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 III of the CPA).
- 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 have a right to cancel internet agreements within 7 days after receiving a copy of the agreement if the required disclosures were made, or within 1 year if the required disclosures were not made.
- 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 III (Internet Agreements, ss. 37–40); O. Reg. 17/05 (General Regulation under CPA); Sale of Goods Act, R.S.O. 1990, c. S.1
Common Questions
When does online shopping and returns apply?
Purchases made online, by phone, or by mail from sellers operating in Canada.Cooling-off periods apply to qualifying 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 order confirmations and receipts for every online purchase.Check the cancellation policy before you buy.Exercise cooling-off rights in writing within the deadline — email or registered mail works.Request a chargeback from your credit card issuer if the seller won't refund you.File a complaint with your provincial consumer protection agency if needed.
What mistakes should I avoid with online shopping and returns?
Don't assume you can always return for any reason — there is no general right to a refund for change of mind.Don't miss the cooling-off deadline — once it passes, you lose that right.Don't use debit for large online purchases — debit cards have no chargeback protection.Don't ignore undelivered orders — if the delivery is more than 30 days late, you have cancellation rights.
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