Refund and consumer rights: Canada

Key points

• Most consumer rules are provincial. Each province and territory has its own consumer protection law and office, for example Consumer Protection Ontario or Quebec's Office de la protection du consommateur.
• No general right to return goods. Change-of-mind returns depend on the store's policy.
• Online and distance purchases. Several provinces let you cancel online purchases in specific situations, such as when the seller didn't give the required information or didn't deliver on time. Some also require card issuers to reverse charges after a valid cancellation.
• Air travel. The Air Passenger Protection Regulations set national rules for delays, cancellations and denied boarding on flights to, from and within Canada.
• Banking. The Financial Consumer Agency of Canada oversees federally regulated banks. Unresolved complaints can go to the bank's external complaints body.

Where to get help

1. Contact the business in writing first.
2. Contact your provincial or territorial consumer protection office.
3. For card charges, ask your card issuer about a dispute or chargeback.
4. For flights, file a complaint with the Canadian Transportation Agency.