Purchase of Goods and Services

Additional Warranty  
Information from the Office de la protection du consommateur

Before selling an additional warranty (also known as an “extended warranty”), merchants are required to inform the buyer about the existing free warranties.

It is important to read the contract carefully to find out what is covered, what is not covered (the exclusions) as well as the terms and conditions of the warranty.

Compensation 
Information from the Office de la protection du consommateur

Under certain conditions, consumers may receive compensation if, for example, a business closes or declares bankruptcy or the consumer does not receive the services purchased through a travel agency (carrier, hotel, cruise line).

Compensation is awarded only if the merchant furnished security to the Office de la protection du consommateur to obtain a permit in one of the sectors of activity concerned. (in French only)

Contract With a Merchant 
Information from the Office de la protection du consommateur

Consumers should always request a written contract from a merchant to ensure that the things agreed upon are clear. A written contract will also make it easier to assert the consumer’s rights in the event of a problem.

In some cases, the Consumer Protection Act requires that a contract be evidenced in writing and stipulates the information to be contained in the contract as well as the terms and conditions of cancellation. (in French only)

Document Retention

It is important to keep certain documents in case they are required for filing an insurance claim, requesting a document or service, or selling certain goods.

The retention period varies according to the legal or financial value of the document.

Exchanges and Refunds 
Information from the Office de la protection du consommateur

Merchants often establish their own exchange and return policies even if it is not required by law. Deadlines and conditions may vary according to the store. If such a policy exists, the merchant must respect it.

If a good is defective, the merchant who sold the good (or its manufacturer) has certain obligations. The merchant can choose to

• repair the good
• exchange it, or
• refund the buyer

As regards reimbursing a service, the cancellation terms of contracts vary based on the type of service purchased .

Get Information About a Merchant 
Information from the Office de la protection du consommateur

Before dealing with a merchant, consumers should find out whether the merchant holds a permit from the Office de la protection du consommateur and has received any formal notices from consumers, and whether the Office has intervened to make sure the merchant is abiding by the law. They can do so using the “Get Information About a Merchant” online tool. (in French only)

Group Purchasing Websites 
Information from the Office de la protection du consommateur

A group purchasing website is a site where a merchant sells, with certain conditions, coupons or vouchers that may be used to purchase goods or services from another merchant, generally at a discount.

Coupons or vouchers purchased on these sites have expiry dates with regard to the amount of the discount. However, the amount paid for the coupon or voucher remains valid for purchases from the same merchant.

Long-term Leasing with Purchase Option  
Information from the Office de la protection du consommateur

Long-term leasing consists in paying to use an item for the full term of the lease contract. A purchase option allows the consumer to buy the item for the price and under the conditions stipulated in the contract. Should the consumer choose not to avail themself of the purchase option at the end of the lease contract, they must return the item in good condition, notwithstanding normal wear.

Loyalty or Rewards Programs 
Information from the Office de la protection du consommateur

A rewards program (also known as a “loyalty program”) allows customers to earn exchange units from, in particular, their purchases and rentals. These units can take the form of points, dollars, stamps, etc., which the consumer can redeem for rewards, such as goods or services given free of charge or sold at a reduced price.

Exchange units (points, dollars, stamps, etc.) earned under a rewards program generally remain valid. They are not allowed to expire except under certain conditions.

Prepaid Cards That May be Used as Cash 
Information from the Office de la protection du consommateur

A prepaid card can be used as cash and has a value at the time of purchase that is equal to the amount indicated on the card. For example, a gift card purchased for $50 is worth $50 of purchases at a store.

For prepaid cards that can be used as cash, such as gift cards, merchants are prohibited from

• indicating an expiry date, or
• determining the period after which the card can no longer be used, such as 2 years after the card is purchased

Price Indication and Accuracy  
Information from the Office de la protection du consommateur

Merchants must indicate the price on all the products or on the packaging of all the products sold in their establishment. However, merchants may choose to opt out of the individual labelling obligation provided they display the price of items on a label affixed to the shelf. Merchants must also use an optical scanner and respect the Price Accuracy Policy, which provides for compensation should the price at the cash register be higher than the one indicated in the store.

Problem With a Merchant 
Information from the Office de la protection du consommateur

The Office de la protection du consommateur suggests steps to follow to help resolve a problem with a merchant.

In addition, the Platform to Assist in the Resolution of Litigation Electronically  (PARLe) allows consumers and merchants to resolve a dispute between them online. Consumers who wish to undertake a settlement process through PARLe must first contact the Office de la protection du consommateur to see if the dispute satisfies the terms and conditions of use.

Professional Orders  (in French only)
Information from the Office des professions du Québec

Professional orders are responsible for, in particular, ensuring the protection of the public and regulating and overseeing the practice of a profession. Anyone who has cause to believe that a profession is being practised unlawfully, that a person failed to discharge their professional obligations or that a professional has demonstrated incompetence, negligence or a lack of integrity towards them or in handling their case may take the matter up with the professional order concerned.

Purchases Made Online, by Phone or by Mail
Information from the Office de la protection du consommateur

Before making an online purchase  or buying by phone or by mail , consumers should make sure that they are doing business with a trustworthy merchant who provides all of the information required by law. They should also enquire about the payment terms as well as the merchant’s exchange and refund policies, if any.

Repair of Appliances and Electronic Devices 
Information from the Office de la protection du consommateur

An appliance  or electronic device  repair person must provide a written evaluation when the estimated cost of a repair is over $50. An evaluation should be free, unless the repair person mentioned the exact fee beforehand. The repair person cannot proceed with repairs without the consumer’s authorization and must provide an invoice, along with a reasonable warranty, after the appliance or device is repaired.

A repair person is not required to provide an evaluation when a repair is done for free, such as when it is under warranty.

Taxes Payable
Administered by Revenu Québec

Consumers are required to pay the goods and services tax (GST) and the Québec sales tax (QST) when they purchase various goods and services in Québec. They must also pay specific taxes on certain goods and services such as alcoholic beverages, fuel and new tires.

However, some goods and services are tax-exempt  or zero-rated .