Online Shopping & Return Policies

Shopping online in Ontario is protected by the Consumer Protection Act. Knowing your rights can help you handle delivery issues, defective products, and return policies.

Delivery Rights

• On-Time Delivery: If a product is not delivered within 30 days of the promised delivery date, you have the right to cancel the order and receive a full refund.
• Damaged Products: If a product is damaged when it arrives, you should contact the seller immediately and provide photos of the damage.

Defective Products

If a product is defective or not as described, you have the right to return it for a refund or a replacement. This is true even if the seller's return policy says "no returns" or "all sales final."

Return Policies

Sellers are required to provide you with a clear and concise return policy. This should include details about how to return a product, who pays for shipping, and how long you have to return it.

Cooling-Off Period

For some types of online contracts (e.g., gym memberships, credit cards), you may have a cooling-off period during which you can cancel the contract without penalty.

Next Steps

• Keep Your Receipts: Always save your order confirmation and shipping receipts.
• Contact the Seller: Try to resolve the issue directly with the seller before taking any other action.
• File a Complaint: If you cannot resolve the issue with the seller, you can file a complaint with the Ministry of Government and Consumer Services.