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I ordered something from a door-to-door salesperson and have not received it. What can I do?

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I ordered something from a door-to-door salesperson and have not received it. What can I do?
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CLEO (Community Legal Education Ontario / Éducation juridique communautaire Ontario)
Ministry of Government and Consumer Services
Ministry of Government and Consumer Services

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I ordered something from a door-to-door salesperson and have not received it. What can I do?
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Reviewed: 
July 18, 2018
Answer

Ontario’s Consumer Protection Act has rules that can protect you when you buy, lease, rent, or finance products or services from a door-to-door salesperson. The rules apply if the total charges are more than $50 before taxes.

The rules allow you to cancel a contract if the seller is more than 30 days late in starting to deliver the goods or perform the services you paid for. But you lose this right to cancel if you agree to let the seller deliver late or start the service late.

A door-to-door salesperson is someone who comes to your home and tries to sell you something. Some examples are:

  • services for your home, like snow removal, roofing services, or security services
  • products for your home, like kitchen knives

Starting March 1, 2018, sellers are not allowed to sell the following things at your home unless you invited them into your home for that purpose:

  • furnaces
  • air conditioners
  • air cleaners
  • air purifiers
  • water heaters
  • water treatment devices
  • water purifiers
  • water filters
  • water softeners
  • duct cleaning services
  • any product or service that does the job of any of the above, like an HVAC system

The law calls these prescribed products and services.

If you have questions or concerns about a door-to-door salesperson that you have talked to or bought something from, call Consumer Protection Ontario at:

  • 416-326-8800 (Toronto area) or toll-free at 1-800-889-9768
  • TTY: 416-229-6086 (Toronto area) or 1-877-666-6545

Energy contracts

Energy retailers are companies that offer contracts for electricity or natural gas. Door-to-door energy retailers must follow different rules.

For information about these rules and what you can do if you have problems with energy retailers, visit the Ontario Energy Board website or call 1-877-632-2727.

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