Estimated reading time: 22 minutes Discover the ins and outs of return policies in Canada. Find out what you need to know before making a purchase. Don’t assume that return policies in Canada are there to protect the consumer at all times, with or without a receipt. Just because you purchase an item online, in-store, or at a garage sale doesn’t mean you are entitled to return it. In Canada, no law states that a seller must offer a return for a product purchased from a buyer. What does this mean for Canadian consumers? Let’s go find out.
I’ve updated this post as of July 06, 2023. Each store’s return policy listed below is not shown in its entirety. Please remember that each store has a direct link to their return policy, which you should always follow.
Any store offers refund or return policies because they want customers to return and spend their money.
Keeping customers happy to know they can return a product hassle-free is a big deal for consumers.
I know I’d rather go to a store where you can return a product than one you cannot.
For example, if you purchase an item at the Goodwill store, you cannot return it as it’s final sale.
If you buy something at Value Village, you cannot get your money back; you only need an in-store credit to be used that day.
When I moved to Canada, you wouldn’t catch me trying to return anything because it was something I didn’t do back home.
It was Mrs. CBB who turned me into a consumer with purchase power and knowledge about various return policies.
Since I was going to be the principal shopper for our household as my wife was working, I needed to know how to shop.
It’s not until something goes wrong that many consumers hit the wall because they find out they are SOL, or, in other words, out of luck.
Typically, you will find a store’s return policies located:
Remember that these return policies could change based on a sale or promotion the store is having.
For example, a store may offer a deeply discounted product with a no-return or refund policy.
One of the number one reasons a consumer finds themselves with a product they can’t use has to do with receipts.
The other is not reading return policies from start to finish, so they understand what they spend their money on.
I’ve often walked out of Home Depot or even the mall to find receipts scattered on the ground.
Fair enough, some people lose their receipts because it falls out of their hands, pockets, or bags.
Often I guess that the piece of paper that holds the key to their product return is too heavy.
Number one, littering is my pet peeve; secondly, I don’t fancy arguing with management over something I had control over.
It’s not a big deal to ask for a receipt, hang on to it, and file any receipts month by month at home.
Our monthly budgeting regime in the CBB house includes a folder where we put product receipts.
We ask for all receipts for money we spend for budgeting purchases, but even if that weren’t our choice of financial management, we’d still ask.
A few seconds of your time may save you hundreds if not thousands of dollars, as one CBB nearly found out.
An error on her part almost cost a $300 restocking fee at a local Rona store, and she wanted to let us know.
Below is the portion of their invoice that was not signed upon delivery nor communicated to them.
I removed the product description above to protect their privacy, as requested.
Dear Mr.CBB,
We are completing a home renovation in Ontario and purchasing 80% of our products from a small town, Rona, with no local competition.
We spent so much money there because it made sense for us as delivery costs can be expensive.
This particular Rona is independent, which I did not know until we encountered a problem with our purchased product.
We purchased the product online, and when it was delivered, we realized it was not the correct item we needed.
Assuming that it would fall under the store’s refund policy was a wrong assumption on our part.
When I contacted the store, I was told that it would cost a 15% restocking fee to have the product returned.
That translated to a whopping $300 for us to return a product that would not work for our project.
I had never heard of a restocking fee and was not informed about this before purchasing the item online.
The product was still brand new in the box as we had not opened it, and the location had them in stock.
When I called Rona Head Office, I was told that individually owned store owners could do whatever they wanted.
That kind of hit me hard as a consumer because it was not what I had expected to hear.
After reading the receipt, we noticed that it said there would be no refund, but the customer had to sign off.
That didn’t happen as the driver handed us the receipt and went on his way without our signature.
The reason the owner gave us was that because of COVID-19, he did not ask for a signature.
However, it clearly states that we were to sign the invoice, which means we agreed to the no-refund policy.
I returned to the Rona website to read their return policy and found that we meet all of the criteria for a refund.
So, that statement to consumers suggests that Rona store owners can do what they want and how they want at any time.
It essentially trumps the above return policy information for consumers who shop at Rona.
I guess it’s not a no-hassle return policy after all, but I missed the “Some conditions apply” part.
That’s the “exceptions” part highlighted below.
RONA RETURN POLICY Hassle-Free Returns :
If for any reason you are not 100% satisfied with your product, return it in the 90 days following your purchase, in its original condition and packaging with your original receipt for a refund, exchange or store credit. Some exceptions and conditions apply*.
See the Appliances section to learn more about the returns and refunds policies of appliances.
The merchandise will be refunded by the original method of payment.
After calling other Rona stores, two said they rarely charge a restocking fee if they have the product in stock.
The store we bought our items at did have the product in stock, as I had checked online.
Well, I guess the point of this email was to see if you knew what a restocking fee was in Canada.
I also wanted to ensure shoppers remember always to read return policies and the “exceptions policy.”
Big or small, if you spend your money and assume you will get a return like I did, it may not happen.
Luckily, I contacted a Rona corporate store in a larger city, and they are returning the product for us.
The store is out of the way for us, but returning it won’t cost us $300 in gas.
I won’t repeat this mistake because I’ll ask questions before buying it if I’m not 100% sure.
At the same time, it would be nice to inform consumers on the Rona website in detail as Home Depot does with its customers.
Some Special Order returns are subject to a 15% restocking fee. Cancellations may also be subject to a 15% restocking fee.
See the Special Services Desk for details. – Home Depot Canada
No return policy is alike in Canada as each store offers a unique policy geared towards their mission and values.
This is straightforward and one of those return policies you want to be aware of.
It simply means that whatever you purchase from the seller is the final sale, and there are no refunds, returns, or exchanges.
Personal goods such as bathing suits, undergarments, and earrings may be subject to a store’s no-return policy.
When you read return policies, there will always be exceptions to the rules, so read them in full.
For example, Home Depot will not return or exchange any significant appliances.
Some stores will allow consumers to return products with no receipts, provided that they sell the product.
Walmart, for example, will allow returns on certain products without a receipt, but you will get an in-store gift card.
Update 2021: As of June 2020, Walmart will no longer accept returns without a receipt.
This is at their discretion, as it is for any store that allows returns with no receipts.
You need to be aware of these exceptions to the rule for return policies.
As you’ll notice from the examples in this blog post, most return policies have exceptions to the rule at the bottom.
You can return the item with a receipt; however, you still need to meet these exceptions.
The policy may also state that the product must be unused, with tags, and in the original packaging.
The product must be returned to the store with a receipt for a full refund.
Some stores only allow you to get the product’s current price if it is past the return policy terms and conditions.
For example, a customer can return the product for a full refund within seven days and only get the current sale price.
Stores in Canada are entitled to charge a restocking fee if they choose. A typical restocking fee is 15% of the purchase cost.
When you purchase a product under this provision, the store will only allow you to exchange the item for a new one.
You will not get any cashback for the item you want to return.
The return policy may state that the product must be returned within a set of days for the consumer to get a full refund.
Typically, we see anywhere from one week to a month in Canada, but if you’re unsure, always read or ask.
This list does not include every store in Canada, although if you don’t see a store you are looking for, Google it.
If you’d like me to add a store refund policy that’s not listed, please message me, and I’ll add it.
Name of the store and return policy.
For example, Walmart’s returns policy.
Some Special Order returns are subject to a 15% restocking fee.
Cancellations may also be subject to a 15% restocking fee. See the Special Services Desk for details.
Holiday décor items, air conditioners, generators, furniture, televisions,
printers, computers and unused gas powered equipment must be returned within 30 days of delivery or in-store purchase.
Any product damage and/or defects must be reported within 30 days.
Major appliances are non-returnable. Items should be inspected thoroughly at the time of delivery.
If you are not satisfied, refuse the item before signing the delivery receipt.
Be sure to report any product defects or damages with the delivery agent.
Damages must be reported within 48 hours of delivery. After 48 hours, you may visit your local store or call 1-800-759-2054 for assistance.
Used lawn tractors, lawn mowers, snow throwers and gas powered equipment (excluding generators) will be repaired if possible in accordance with manufacturer’s warranty through a manufacturer authorized service contractor.
Please contact the Customer Care Centre at 1-800-628-0525 for further information.
You can return items purchased in-store or online at any Canadian Home Depot store or arrange to pick up your online order by contacting Customer Support.
You may be able to start your return online for eligible products — visit your Order Details page to check for a return option.
Items purchased at one of our Canadian stores can only be returned in-store.
Returns with a valid sales receipt within 90 days of purchase will be exchanged or refunded in the same tender as the original purchase.
Returns with an original sales receipt within 90 days of purchase or 365 days of purchase if made with a Home Depot Consumer Credit Card.
The Home Depot Commercial Revolving Charge, or The Home Depot Commercial Account**
Lowes Canada now falls under Rona.
If, for any reason, you are not 100% satisfied with your product, other than appliances, return it in the 90 days following your purchase, in its original condition and packaging with your original receipt for a refund, exchange or store credit
If you’ve made an in-store, online, or Quick and Easy Store Pickup purchase, you can complete a return or exchange at any Best Buy store in Canada that’s currently open.
Before heading to your local store, read our Return and Exchange policies to see if your item is eligible for a return.
Yes (with just a few exceptions).
We know that sometimes you buy something that doesn’t work out the way you had hoped, and for that reason we did our best to make a return policy that is helpful for you.
Our return policy is the same for both online and in store purchases with just a few minor differences:
• Online purchases: the return timeframe begins on the date of your order’s arrival
• In-store purchases: the return timeframe begins on the purchase date. Make sure to bring along your proof of purchase.
Almost anything you buy from Walmart can be returned within 90 days with the exception of a few items below.
Exceptions
There are a few exceptions you should know about, which are listed below:
Within 14 days
Computers, Tablets, Laptops, Monitors, Printers, Camcorders, Digital Cameras, GPS Units, Wearable tech, Video game consoles & handhelds, Video games, Computer Games, Wireless Prepaid Phones
Within 15 days
We shop at Costco Canada, and what we love about the store is its exceptional return policies.
On odd occasions, we returned a food product we tried and did not like without hassle.
We were told that if we did not like something, we should return it for a full refund.
On Membership: We will refund your membership fee in full if you are dissatisfied.
*Countertop microwaves excluded
Our return policy terms and conditions have been updated as of July 1, 2023.
If you’re not completely satisfied or change your mind, you can return a new and unopened IKEA product within 365 days, with proof of purchase, for a full refund to the original payment method.
No rush, no complicated conditions.
Everyone should be able to test any product, so we take back opened products within 90 days – even assembled ones, as long as it’s in unused and re-saleable condition (at IKEA’s sole discretion) with proof of purchase.
Custom-cut fabrics and custom countertops are excluded.
Mattress purchases may be exchanged once within 90 days under our Mattress Love it or Exchange it policy.
Some conditions apply. IKEA reserves the right to refuse a return (or exchange) or offer a refund card only.
A government photo ID may be required.
Was your purchase made before July 1st, 2023?
If so, click here for more details and to view our previous return policy.
Unfortunately, the brick-and-mortar stores in Canada for Bed Bath and Beyond have closed.
Since then, Overstock.ca is selling products from these stores.
You can initiate a return for most new and unopened items within 30 days of delivery for a full refund.
We inspect all returns; items must be returned in new or unused condition with all original materials included with the shipment.
We must receive your returned items at our processing facility within 45 days of delivery.
If the return results from our error or defective product, we will refund the full cost of the merchandise and shipping charges.
See our International Refund Policy page for more details.
Overstock does not offer exchanges on products.
Orders placed through Bed Bath & Beyond (www.bedbathandbeyond.ca) may request a return for a replacement in the event of damage or defect.
For assistance, please click here to contact us.
We are unable to process replacements for all other international orders.
If you need a replacement, you must return the original item to us and place a new order for a replacement item. Contact us for assistance with your return.
For Canada Orders
We will gladly refund your purchase within 10 days, with the original register receipt and tickets attached to the merchandise.
Refunds given will be in the tender paid.
Customers may also select a gift card for the value if they wish. Beyond 10 days, no problem!
With the original register receipt and tickets attached to the merchandise, any refunds given will be in the form of a gift card in the amount paid.
Our gift cards do not expire, so there’s plenty of time to choose something amazing.
Items returned with gift receipts may be exchanged or receive a store credit only.
We are unable to accept the return of merchandise in unsellable condition.
Other restrictions may apply. If you are a TJX Canada STYLE+® Loyalty member, the return period for a refund in the original tender is extended from 10 to 30 days.
Best of all, you are free to join the program!
For returns without a register receipt, valid government-issued photo identification must be provided, and any refunds given will be in the form of a gift card.
Returns may be limited or declined at our discretion.
We respect your privacy and do not retain your government-issued identification number.
At PetSmart, your satisfaction is important to us.
If you’re not satisfied with your petsmart.ca purchase, you can return the product for the purchase price (minus the shipping, handling, gift wrap, and other charges).
The product must be in its original packaging.
Services purchases made online must be returned in stores.
NOTE: We do not accept returns or exchanges on prescription medication products.
To return an item in-store that was purchased at petsmart.ca, on the PetSmart app, or a delivery provider’s app, bring the product in its original packaging plus the shipping confirmation email as proof of purchase to any PetSmart store.
Merchandise return cards can be used for future in-store purchases and cannot be redeemed for cash.
Returns for same-day delivery purchases, purchases made with our “Buy & Pickup” online feature, purchases made on a delivery provider’s app, and online services purchases may only be made in stores.
Prescription medication items and special orders cannot be returned to our stores.
The following types of purchases may only be returned in stores:
To find a retail store near you, use our Store Locator or call (888) 839-9638.
If you’re not satisfied with a product purchased in the store, bring the product in its original packaging and in new or salable condition to any PetSmart store to be returned.
You must have a valid receipt to return or exchange any of the following products that are valued at $10 or more:
You must have a valid receipt to return or exchange any online services.
To return an item purchased at petsmart.ca using PayPal or any payment method other than a credit card, bring the product in its original packaging plus the original receipt or invoice to any PetSmart store.
You’ll receive a merchandise return card for the appropriate amount.
Unopened items in original packaging returned with a receipt within 90 days of purchase will be refunded to the original payment method or exchange.
Items opened, damaged, and not in resalable condition may not be eligible for a refund or exchange.
Further details are available in-store at Customer Service.
Products can be returned or exchanged at any Canadian Tire store within 90 days of purchase.
Use our Canadian Tire Store Locator to find the store nearest you.
Exchanges are handled in the same manner as product returns.
To exchange a product, bring it to any Canadian Tire store within 90 days, in its original condition and packaging, with your receipt and issue of Canadian Tire “Money”®.
See our Returns Policy for complete details, including exclusions and exceptions.
We will gladly refund your purchase within 10 days, with the original register receipt and tickets attached to the merchandise.
Refunds given will be paid in the tender.
Customers may also select a gift card for the value if they wish.
Beyond 10 days, no problem!
With the original register receipt and tickets attached to the merchandise, any refunds given will be in the form of a gift card in the amount paid.
Our gift cards do not expire, so there’s plenty of time to choose something unique.
Items returned with gift receipts may be exchanged or receive a store credit only.
We are unable to accept the return of merchandise in unsellable condition.
Other restrictions may apply.
If you are a TJX Canada STYLE+ ® Loyalty member, the return period for a refund in the original tender is extended from 10 to 30 days.
For returns without a register receipt, valid government-issued photo identification must be provided, and any refunds given will be in the form of a gift card.
Returns may be limited or declined at our discretion.
We respect your privacy and do not retain your government-issued identification number.
Your identification number is electronically converted to a substitute number.
This substitute number, together with your identification type, name, and address, is stored on our system as set out in our Privacy Notice found at homesense.ca.
Information collected at the time merchandise is returned will only be used to process and track returns and help administer our loss prevention program.
Read the Full Winners Return Policy
If I’ve learned anything about shopping in Canada, there may be legislation for everything you buy.
Always know what you are getting into when you set out to purchase something, whether at a private sale or in a shop.
Saving money is great; however, not taking the time to research return policies and hanging on to receipts will hurt your wallet.
Note: Always visit the store website for updated revisions to their store refund and return policies. Last Checked: April 2024.
This is just an awareness blog post and not store legislation.
Your province or territory may have legislation giving you the right to return specific products or cancel contracts.
Contact your provincial or territorial consumer affairs office for more information. – Consumer Affairs Canada
Thanks for reading,
