Online Shopping and Returns in Quebec
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 Quebec differs from federal law
Quebec's Consumer Protection Act provides some of the strongest online shopping protections in Canada, with specific rules for distance contracts (contracts made online, by phone, or by mail).
- Before you pay, an online merchant must clearly disclose their name and address, a detailed description of the goods or services, the total price (including all fees and taxes), delivery date, and cancellation policy (section 54.4).
- The merchant must send you a copy of the contract within 15 days of the transaction. If they fail to do so, you can cancel the contract within 30 days of placing the order (section 54.8).
- If the goods are not delivered within 30 days of the promised date (or within 30 days of the contract date if no date was specified), you can cancel the contract by written notice (section 54.9).
- If you cancel a distance contract under these provisions, the merchant must refund all amounts paid within 15 days of the cancellation. If the merchant does not refund you, you can request a chargeback from your credit card issuer within 60 days (section 54.14).
- Quebec's Consumer Protection Act also bans advertising directed at children under 13 (sections 248-249). This includes online advertising and is enforced by the OPC.
Additional Steps in Quebec
If an online merchant does not deliver or refuses a valid cancellation, send a written cancellation notice (email or registered mail). If the merchant does not refund within 15 days, request a chargeback from your credit card company. File a complaint with the OPC at opc.gouv.qc.ca. For cross-border online purchases, the OPC can coordinate with other jurisdictions through the Canadian Consumer Protection Framework.
Relevant Law: Consumer Protection Act (CQLR c P-40.1), ss. 54.1-54.16 (distance contracts), 248-249 (advertising to children)
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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