Merchant Is Refusing to Comply With Return Policy

[Christian63]

Good evening,

Yesterday I bought a Samsung Galaxy S25 Ultra 512gb on EPP contract from a vendor. I experienced buyer's remorse immediately upon leaving the shop, and when I tried to return it, he said: "you can't return it it's a special order". 

I informed him it was a legal requirement for him to take it back he said: "You can't, it's the way it's always been." 

I have a hard time calling in because of my work schedule. 

Thanks for the help

[Elky64]

In the 2000's I remember these third-party retail stores, that sold nothing but Telus related products, had their own set of rules that they abided by. Like dissatisfaction or defective device issue returns that were 7-days compared to the 30 days Telus offered. Have no clue whether the same applies today as I stopped dealing with these third-party retail stores in and around 2011. If you haven't already you could try talking to the manager or store owner, it may or may not help.

P.S. And don't expect Telus to be of much help either as I can remember them telling me one thing while the retail said another, in a circle we went with no resolve(s).

[Christian63]

The manager is the one who said that I can't return the phone. Since the CRTC policy has the same timeframe as Telus', independent stores can't use that as a loophole nowadays. If Telus proves unhelpful, the CRTC might not.

[Elky64]

"independent stores can't use that as a loophole nowadays" Sadly, I believe they still are. So the CRTC might be your only recourse here unless you can convince the manager to change their mind.