QUÉBEC, the 28 nov. 2024 /CNW/ – On the eve of some frenetic days of holiday shopping, the Consumer Protection Office has some advice to help everyone keep a cool head and a happy mind, without too much damage to their wallets.
Exchange and Refund Policies
Contrary to some beliefs, merchants have no obligation to take back their merchandise if a consumer changes their mind or if their loved one is not completely happy with their gift. Of course, a merchant who adopts a return policy is required to respect it. It is up to the consumer to find out about the exchange or refund conditions before checking out.
Guarantees and compliance
If the good has a defect, if it is broken or damaged or if it does not conform to the representations made by the seller in its advertisements or elsewhere, the consumer has rights!
Too often, marketers cite the manufacturer’s warranty to refer their dissatisfied customers to the company that manufactured the product in question. This way of avoiding a problem does not take into account the legal guarantees that the consumer can invoke. These guarantees, which cover any good sold by a merchant to a consumer and which are free, must be honored by both the merchant and the manufacturer. It is up to the consumer to decide whether they choose to address their complaint to one, the other or both.
Speaking of guarantees, it should be noted that since recent changes to the Consumer Protection Act (LPC), consumers have a reflection period of 10 days after purchasing an additional warranty (also called extended warranty), during which they can decide to waive it and get a refund. This new protection can prove very useful to the consumer to allow him to read with his head the fine print which stipulates the conditions of the guarantee.
Sales, sales, sales
The Act prohibits a merchant from falsely claiming a price reduction and from falsely presenting a reference price to suggest a better discount. It also specifies that a merchant advertising an item must have a sufficient quantity of that item to meet demand, except in certain circumstances. Consumers have every interest in comparing prices to find sales that are worth it.
Warning: some fraudsters take advantage of sales periods to advertise products at prices so low that it is difficult to believe them. If an offer seems too good to be true, that’s probably because it is.
Online purchases: always with a credit card
The chapter of the LPC which concerns the contract concluded remotely provides the consumer with additional protections if the transaction is done on the Web or by telephone. In certain situations, the consumer has the right to cancel his order. If the merchant does not reimburse a duly canceled purchase within the prescribed period, the consumer can request chargeback, that is to say the reminder of the payment, from the issuer of the credit card with which he paid his purchase.
Among the situations allowing you to cancel an online purchase, there is the case of a stolen package or one that was never delivered. To be able to benefit from chargeback, you still need to always pay for your online purchases with a credit card.
Prepaid cards
The LPC also regulates prepaid cards, called gift cards in common parlance. With some exceptions, they do not have an expiration date and you can request to receive the balance of a card in cash if it is $5 or less.
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Source : Consumer Protection Office – media relations
For information or interview:
Charles Tanguay
418 643-1484, then 2254
SOURCE Consumer Protection Office
