Overview:
This Order Cancellation Policy outlines the conditions and procedures under which you may cancel an order (either before or after it has been shipped) and the rights and remedies available to you under Prairie Clean Enterprises’ policies and applicable laws. Our goal is to offer flexibility and transparency, while also incorporating the latest provincial consumer protection updates regarding cancellation rights.
Cancellation Before Shipment (Change of Mind):
If you wish to cancel your order before it has been shipped, please contact us immediately at support@prairiecleanlitter.ca with your order number. We will make every effort to accommodate your request. If the order is still in our processing queue and has not yet been dispatched, we will cancel the order and issue you a full refund to your original payment method. No fees will apply for early cancellations of unshipped orders. However, if the order has already been handed over to the carrier or has been marked as shipped in our system, you will not be able to cancel it through this pre-shipment process – in that case, please refer to the “After Shipment” section below. Note: Custom-made or personalized items may be non-cancellable once production has begun, which will be indicated on the product page.
Statutory Cancellation Rights (Distance Sales Contracts):
In addition to our voluntary policies, you may have legal rights to cancel certain orders under provincial consumer protection laws. For example:
- Under many provincial regulations governing internet sales or distance contracts, if we fail to provide you with required pre-contract information or a copy of the contract within the prescribed time, you have the right to cancel the contract within a specified period (often 7 days from when the contract was to be delivered or 30 days if no delivery date was provided, depending on the province).
- If we fail to deliver the goods within 30 days of the promised delivery date (or if no delivery date was stated, within 30 days of the order date), and this failure is not due to you or an unforeseen event out of our control, many provinces allow you to cancel the contract by providing notice to us.
- As of 2025, British Columbia’s updated consumer protection law (Bill 4) and Ontario’s Consumer Protection Act, 2023 provide expanded rights to cancel for various types of contracts. Prairie Clean has structured its Terms and practices to avoid such prohibited terms; however, if you believe your contract with us includes an illegal term, you may invoke your right to cancel and we will honor that as required.
To exercise a statutory cancellation right, you should send us a clear notice of cancellation referencing your order number and the law or reason (though you are not always required to cite the law, doing so can help us process it correctly). The notice can be sent via email or any other method allowed. We will promptly acknowledge your cancellation request and, if the cancellation is valid under applicable law, we aim to provide a full refund within 15 days of receiving your cancellation notice or of the effective date of cancellation. Refunds will include all amounts you paid, including standard outbound shipping charges (if any were charged on the order), as mandated.
Cancellation After Shipment / Refusal of Delivery:
If your order has already been shipped and you wish to cancel, you may opt to refuse delivery when the carrier attempts delivery (if feasible). Alternatively, once the package is delivered, you may still be eligible to return it under our Return & Refund Policy. Please note that simply refusing or returning a package without notifying us might delay the refund process. If you cancel after shipment for convenience, we may deduct the return shipping cost from your refund, unless prohibited by law. No restocking fee will be charged for cancellation of delivered orders if they are unopened and returned promptly.
Non-Delivery or Lost Orders:
If your order is confirmed as lost in transit, you have the right to cancel the order and receive a full refund. We will typically offer to send a replacement at no extra cost, but the choice will be yours. If an item is back-ordered or unavailable to ship after you’ve ordered, we will inform you and you can opt to cancel for a full refund if you prefer not to wait.
Exchanges in Lieu of Cancellation:
In some cases, you may prefer to exchange an item rather than cancel the order outright. An exchange is treated as a cancellation and new purchase. If the exchange is due to an error on our part or a product issue, we will cover all costs. If it’s for personal preference, price differences and new shipping charges may apply.
Procedure to Cancel or Return:
To cancel an order under this Policy, please follow these steps:
- Contact Us: Email support@prairiecleanlitter.ca or call (306) 910-3529. Provide your order number and reason.
- Receive Confirmation: We will confirm if cancellation is possible or advise next steps for shipped orders.
- Return Merchandise (if applicable): We’ll provide an RMA number and return instructions. Return items within 15 days of cancellation notice.
- Packaging: Use secure packaging and include all original materials.
- Proof of Shipment: If shipping the return yourself, keep a tracking number as proof.
- Refund: Once we receive the item (or proof of shipment), we’ll issue a refund—usually within 15 days.
Provincial Specific Rights:
- British Columbia: Bill 4 gives consumers broad rights. If exercised, you are not liable for charges, and we must refund within 15 days. The Civil Resolution Tribunal is available for disputes.
- Ontario: Under the CPA 2023, cancellations due to prohibited terms or missed delivery dates must be refunded in full within 15 days. A cooling-off period applies to some contracts.
- Other Provinces: We follow internet sales laws in Alberta, Manitoba, and Saskatchewan. For example, Saskatchewan allows cancellations after 30 days of non-delivery upon notice.
Subscriptions and Ongoing Services:
If your order involves a subscription, see our Subscription Policy. In general, subscriptions can be cancelled any time without penalty, though timing may affect refunds.
Effects of Cancellation:
When you cancel, any ancillary contracts (e.g., financing) are also cancelled. We’ll help notify third-party lenders. Loyalty points will be removed, and gift card purchases refunded as gift card credit.
Reservation of Rights:
We reserve the right to investigate misuse of cancellation rights. Repeated abuse may result in declined future orders. Genuine customer protections will always be honored.
Contact for Cancellations:
To cancel or ask questions, email support@prairiecleanlitter.ca. Our support team is trained to assist you based on the latest consumer protection legislation.
Record-Keeping:
Prairie Clean Enterprises keeps records of cancellations and refunds to meet regulatory requirements.
By placing an order with PCE, you acknowledge that you have read and understood this Order Cancellation Policy. We are committed to fair dealing and to upholding your legitimate cancellation rights.