Returns and reimbursements – Assistance to shopping – Apple (CA), request a refund for apps or content purchased from Apple – Apple Assistance (CA)

Request a refund for apps or content purchased from Apple

Some purchases made on the App Store, the iTunes Store, Apple Books or other Apple services may be eligible for a refund. You can use any device with a web browser to request a refund.

Apple Store refund

Please shop at Apple. We are happy to know that you like to buy our products just as amazing as each other. We want to make sure that you have an enriching experience when you browse, assess and buy our products, whether on Apple Online Store, in an Apple Store or on the phone with the Apple Call Center. (To lighten the text of this policy, these entities will be called “Apple Store”.))

As in any purchasing experience, certain conditions apply to transactions carried out in an Apple Store. We will be as short as we allow our lawyers. What it is necessary to remember above all is that by making an order or a purchase in an Apple Store, you accept the conditions set out below as well as the Privacy Policy (opens in a new window) and the Conditions of use (opens in a new window) of Apple.

Standard return policy

We are deeply convinced that the products you have given yourself to the Apple Store will fill you. Simply because we make every effort to meet your needs perfectly. However, we understand that it can happen that a product is not quite what we expected. In this unlikely possibility, we invite you to read the following product return conditions.

If it is an unaccomposed product, just return it to us in its packaging with all the accessories included as well as the original receipt within 15 days of the date on which you received it. We can then replace the product or offer you a refund, according to the payment method initially used. Please also take note of the following conditions:

  • Products can only be returned to the country or region where they were originally purchased.
  • Software downloads, subscriptions to the software upgrading program, Apple gift cards and all Apple Developer Connection products cannot be returned.
  • For returns in an Apple Store with cash transaction, equivalent value, or check for an amount of more than $ 750, Apple will issue a reimbursement check within 10 working days.
  • If you wish to return ten or more copies of the same product, we ask you to bring them to the Apple Store where they were initially purchased.
  • Software whose packaging has been opened cannot be returned if it has a seal displaying the license of the software on the outside of the packaging and that you could read the said license before even opening it. Exceptional, you can return Apple brand software if you do not accept the conditions of use, but you cannot keep or use copies of the returned software otherwise.
  • Apple offers safety features that allow you to protect your product in the event of loss or flight. If these features have been activated and cannot be deactivated by the person who uses the phone, Apple may refuse to return or exchange.
  • For more information on the return of products purchased from an Apple Store, please consult the returns and refunds page (opens in a new window) .

IPhone, iPad and Apple Watch feedback – Cancellation of wireless services

Cancellation policies vary from one wireless service provider to the other. Your wireless service account will not be automatically terminated or reset after you have returned your iPhone, iPad or Apple Watch. You are responsible for your wireless service contract and all applicable costs associated with your account. For more information, contact your wireless service provider.

Apple Watch feedback

Only the watches of the Apple Watch Edition collection which are in perfect condition, that is to say which present no damage or any scratch, can be returned or exchanged once they have passed the inspection to an external installation Apple. Depending on your initial payment method, you will receive a check, a bank transfer or a refund on your debit or credit card inside ten working days, provided that the returned product is in perfect condition.

Additional Apple Product Conditions

Make unauthorized changes to an iPhone software breaks the license to use iPhone software. “Unblocking” is the term commonly used to describe this phenomenon which consists in modifying the operating system of an iPhone and includes risks. This is why we strongly recommend that you not use this technique. Understand us well. If it happened that you could no longer use your iPhone after making unauthorized changes, the repair would not be covered by the warranty.

Price and reductions/price corrections

Apple reserves the right to modify the prices of the Apple Store and on the Apple Store online at any time, and to correct any price errors that may arise. For more information on prices and sales taxes, see the payment and price page (opens in a new window) . In case you have paid an amount greater than the price displayed for an Apple Store product, please speak to a director to obtain a refund of the amount paid in excess.

If Apple reduces the price of one of its products within 15 calendar days depending on the date on which you received your product, do not hesitate to present yourself in an Apple Store or to communicate with the Apple call center at 1 -800-676-2775 to request a refund or a credit covering the gap between the price you paid and the new sale price. To receive a refund or credit if necessary, you must get in touch with Apple within 15 calendar days depending on the price change. Please note, however, that this policy excludes limited price reductions offered during special events such as mad Friday or cyberlundi.

Price protection is offered for a maximum of 10 units per product. In addition, please note that to benefit from price protection, we could require the product concerned or that you provide proof of possession.

The prices indicated are in Canadian dollars. If you pay for your order with an international credit card Visa, Mastercard or American Express, please note that the amount billed may fluctuate according to the exchange rate. Your financial institution or the company issuing the credit card may also charge you for conversion of foreign currency, which can increase the total cost of your purchase. Please contact your bank or the company issuing your credit card concerning these costs.

Approval and order confirmation

Apple may, in its sole discretion, refuse or cancel any order as well as limit the quantities ordered. Before accepting or processing an order, Apple may also require additional information. As soon as we receive your order online or by phone, we send you confirmation by email. However, receipt of this order confirmation does not mean that Apple accepted your order or confirms our sales offer. He is just an acknowledgment of receipt. The Apple Store reserves the right, at any time after receipt of your order, accept or decline your order for any reason whatsoever. Apple undertakes to reimburse any order canceled after invoicing.

Shipping and delivery

To learn more about shipping methods and delivery times of products purchased from Apple Store, see the shipping and delivery page (opens in a new window) . Many factors out of our control can influence the delivery times of your order once it has left our warehouse. Therefore, Apple cannot be held responsible for delivery times. However, be assured that we will do the necessary to guarantee the correct delivery of your order.

Apple is responsible for the distribution of any product you buy on the online Apple Store. Once you (or the person you designate) take possession of the product, the risks of loss and damage become your responsibility. You become the owner of the product as soon as the carrier picks it up at our warehouse. At that time, you receive an email shipping notice. For any delivery problem, please contact Apple.

Picking and returning to the store

Apple offers store picking for several items for sale on the Apple Store online. However, certain products and payment methods are not eligible for this service. Only yourself and the person you have designated for picking, if necessary, are allowed to recover your purchases. An identity document valid with a photo issued by a government agency and the order number will be required at the time of picking. Apple will notify you when your order is ready and will communicate the deadline to recover your items. Apple will also send you a reminder or two, in case you forget. If you are not going to collect your order, Apple could cancel it. To find out more about picking in stores, please consult the shipment and delivery (opens in a new window) .

Person designated for picking

If you opt for picking in store, you can designate a person who will collect your order. You must provide the name and email address of this person. Please note that certain products and payment methods are not eligible for picking in store by a third party. To collect, the designated person must have in hand an identity document with a photo issued by a government agency and the order number. Apple is not responsible for the actions of the third party once it has recovered your items.

Exclusive to consumers

Apple Store sells and sends products only to end consumers. Therefore, we reserve the right to refuse or cancel your order if we believe that the products are intended for resale.

Exclusive shipping in Canada

Apple Store only accepts orders whose shipping address is located in Canada. Apple does not exceed any Apple Store product at an address outside Canada. Click here to find an Apple Store outside Canada. Apple products are subject to the laws and regulations of Canada, the United States and the destination countries in terms of export control and must be purchased, sold, exported, re-exported, transferred and used in accordance with these laws and regulations.

Product availability and limitations

Given the popularity and supply constraints of some of our products, Apple may have to limit the quantity of products available for purchase. Rest assured that we make them as quickly as possible. Apple reserves the right to modify the quantities available for purchase at any time, even after you have placed an order. Furthermore, it may however happen that, despite the confirmation of an order, Apple is unable to provide the product ordered. In the absence of availability of the ordered product, Apple will cancel the order and fully refund the purchase price.

Express cashier

The different payment methods offered to the Apple Store are described on the payment and price page (opens in a new window) . On the Apple Online Store, you also have the possibility of paying by the quick checkout. When you activate and use the quick cash register, you accept all the conditions of this sales policy. Please note that if you use a public computer or share a computer in any way with other users, you should deactivate the quick checkout as soon as you leave your computer. Otherwise you could find yourself spending more than expected.

Request a refund for apps or content purchased from Apple

Some purchases made on the App Store, the iTunes Store, Apple Books or other Apple services may be eligible for a refund. You can use any device with a web browser to request a refund.

How to request a refund

iPhone displaying the website report a problem, which allows you to request a refund. After selecting request a refund, select the reason why you request the refund

  1. Open a session at the Reportaproblem
  2. Touch or click on “I would like”, then select “Request a refund”.
  3. Select the reason why you want to be refunded, then select Next.
  4. Select the app, subscription or other item, then select submit. If you have been debited from a subscription that you no longer want, you can also terminate the subscription.

If you cannot request a refund on

  • You cannot request a refund until the deduction is pending. Once the sample is taken, try to request a reimbursement again.
  • If you have an unpaid order, you must pay it before requesting a refund. You may have to update your payment information.
  • If you do not know why your account has been debited, check the purchases of family members. If you are the family organizer, touch or click the Apple Identifier button, then select all. Purchases made with your shared payment method are displayed.