3. Cancel the agreement and return the goods
Question & AnswerI bought something by mail order. Can I cancel the order or return it?
You must tell the seller within the time limit that you are cancelling the agreement. It is best to do this in writing, for example, by letter or email.
There are sample cancellation notices on the Ministry of Government and Consumer Services website.
You should keep a copy of the notice for yourself. Make a note of the date that you mailed, emailed, or personally delivered the notice to the seller.
If you cancel by phone or in person, write down the date and the name of the person you spoke to, and ask for a confirmation number.
Once you send your cancellation notice, the seller has 15 days to refund all payments that you made.
If you have already received any items you ordered, you must return them within 15 days after you cancel the agreement, or 15 days after you received them, whichever is later. The seller must pay for the cost of returning them.