In short
- You can go to the merchant, the manufacturer, or both.
- Always make your request in writing and keep copies.
- Before going to court: Parle consommation, the OPC's free platform.
- Next: a formal demand letter, then small claims ($15,000 or less).
What they say, what the law says
| What they tell you | The law |
|---|---|
| “Go see the manufacturer.” | You choose: the merchant, the manufacturer, or both (s. 38.5). The store can't send you elsewhere. |
| “The warranty's over, it was one year.” | One year is often the manufacturer's warranty. The legal warranty lasts 3 to 6 years depending on the item (Regulation, s. 79.21). |
| “You have to pay for the service call.” | Reasonable transport or shipping costs are paid by the merchant or the manufacturer (s. 38.5). |
| “It's wear and tear.” | The law excludes normal maintenance and damage from abusive use (s. 38.3). A breakdown isn't excluded just because the item was used normally. |
| “You're not the first owner.” | The merchant and the manufacturer are responsible for the warranty toward the next buyer (s. 38.6). |
| “Get it repaired and send us the bill.” | Possible, but get that agreement in writing first: the law says they repair it or let you have it repaired by a third party, at their expense (s. 38.5). |
The steps, in order
- Check that the item is covered: one of the 14 items, bought new from a merchant since October 5, 2026, still within the set period. The calculator gives you the end date.
- Make a written request (email or letter) to the merchant, the manufacturer, or both. Describe the problem, and attach the receipt and proof of delivery.
- Write everything down: dates, names, file numbers, answers received.
- Try Parle consommation, the free online dispute resolution platform of the Office de la protection du consommateur, if the merchant takes part in it.
- Send a formal demand letter. Our free generator prepares it in 2 minutes. Send it in a way that proves it was received.
- Small claims: if nothing moves, the Small Claims Division of the Court of Québec hears claims of $15,000 or less, without a lawyer.
Don't pay for a repair yourself without written agreement. You may have trouble getting reimbursed.
You can also file a complaint
The OPC doesn't settle individual disputes, but your reports help it keep an eye on merchants. Contact details are on the Office's website.
Frequently asked questions
How long does the merchant have to repair it?
The law doesn't set a specific deadline. In your demand letter, give a reasonable deadline, for example 10 days, taking the situation into account.
The merchant went bankrupt. What can I do?
Contact the manufacturer: it's also responsible for the warranty (s. 38.5 and 38.6).
Do I need a lawyer for small claims?
No. Lawyers generally can't represent the parties in the Small Claims Division. The Court of Québec website and Éducaloi explain the process.
Read next
- Bill 29Bill 29: the simple guide
- Extended warrantyStill worth it with Bill 29?
- Manufacturer or legal warrantyThe 4 warranties, explained
- Used itemsThe warranty follows the item
Updated October 21, 2026. General information, not legal advice. Official source: Office de la protection du consommateur.