B.C. Consumers Urged to Know Online Shopping Rights Amid Holiday Surge

As holiday shopping increasingly shifts online, especially following the spikes in Black Friday and Cyber Monday sales, Consumer Protection BC is reminding residents of their rights when making purchases from their devices. The agency emphasizes the importance of understanding consumer protection laws, particularly as Canada experiences record online spending this season.

Louise Hartland, the director of public relations at Consumer Protection BC, advises shoppers to use credit cards for online purchases. “If you can, make your online purchases using a credit card. This will give you the most protection under B.C.’s consumer protection laws if something goes wrong, such as not receiving your package,” she stated.

Businesses are required to provide clear information before consumers confirm their purchases. This includes a detailed product description, the currency being used, delivery methods, and any relevant cancellation, return, or refund policies. If a business intends to leave a package unattended at a consumer’s door or deliver it to someone else at the address, this must be communicated upfront.

Once a transaction is completed, consumers should receive a comprehensive receipt within 15 days. This receipt must include the business’s details, total cost, refund policies, and the expected shipping or delivery date. If a package does not arrive within 30 days of the promised delivery date, consumers have the legal right to cancel the contract.

In the event of a delayed package, Consumer Protection BC recommends that shoppers first reach out to the business to request a refund. Companies are obligated to process refunds within 15 days of the request. Should a refund be denied, consumers can escalate the matter by contacting their credit card provider. If both the company and the credit card provider refuse to issue a refund, shoppers should report the issue to Consumer Protection BC, as the seller may be violating provincial laws.

“We know the holiday shopping season can be stressful, and the last thing you want to deal with is not having a gift for someone because you didn’t receive it,” Hartland added. She encourages consumers to utilize the resources available on the organization’s website if they encounter difficulties.

The reminder from Consumer Protection BC coincides with a significant rise in online sales this holiday season. According to Salesforce, Canadian online spending surged by 9 percent over the recent Black Friday weekend compared to 2024, with Cyber Monday anticipated to break further records as shoppers seek out deals.

As consumers navigate the complexities of online shopping, awareness of these rights and protections is crucial to ensuring a smooth holiday shopping experience.