Price Labelling and Accuracy

A law called the Consumer Protection Act requires Quebec merchants to follow several rules when displaying product prices. 

They must :

• display the price of all the products they offer consumers,
• respect the prices that are displayed or advertised – they can’t charge higher prices,
• compensate customers if there’s a pricing error.

However, merchants can respect these rules by using one of two pricing methods:

• by putting a price tag on each product individually
• by using optical scanners and barcodes.

Price display rules

Price tags on individual products

If a merchant uses this method, they must put the price directly on each item. Some exceptions apply, such as very small items or bulk goods. You can read the full list below.

Using optical scanners and bar codes

If a merchant uses optical scanners or bar codes instead of putting price tags on each product, each product must have a bar code. Some exceptions apply.  

Clothes cannot be sold with a barcode alone – the price must always be indicated on each product.  

Merchants using scanners and bar codes must also:

1. Place information labels near the products
   • A label must be found near each product, like on the shelf where they’re sold.
   • Labels must include:
     • a description of the item, such as brand, size and type,
     • the total price or price per unit of measurement, like $/kg. Similar products must use the same unit of measurement.
2. Clearly display food prices
   • Food labels must generally indicate the total price and the price per unit of measurement.
   • If the item is on sale, the regular price must also be shown.
   • If there’s a special price for loyalty program members, both prices must be displayed side by side, in similar font size.
   • For multi-buy offers (like 2 for $5), the price for a single item must also be shown.
   • Merchants must clearly indicate whether taxes are included in the price.
3. Display and follow the Price Accuracy Policy
   • This policy provides consumers with compensation if there’s a pricing error.
   • It must be displayed in the store, near the check-outs.
4. Provide a detailed receipt
   • The receipt must include:
   • the name and phone number of the merchant,
   • the email or customer service info, if available,
   • the date of the transaction,
   • the description and price of each product purchased.

Products that don’t need individual price tags or barcodes

Some products don’t require a price on each item or a barcode, but the price must still be clearly shown nearby, like on the shelf.

This applies to:

• very low-value items,
• very small items,
• items in vending machines,
• items sold in a pack, if the price is on the pack,
• items with refundable containers,
• bulk items, except clothing,
• items sold by weight or volume, and not packaged,
• unpackaged or frozen food,
• items on sale, if the regular price is shown nearby,
• items not directly available to the consumer, such as “behind the counter” products,
• plants, flowers, and trees.

Your rights if there’s a pricing error

Merchants must sell items at the advertised or displayed price. If there’s a mistake with the price, they must usually compensate you. How you are compensated depends on the pricing method.

If prices are on the individual products

When prices are displayed individually on each product, the lowest price rule applies if there’s a price error.

This means that, if there’s a difference between the price indicated directly on the product and the price advertised in a flyer, in a newspaper or on a sign, the merchant must sell the item at the lowest price. In this case, the consumer is not entitled to any special discount.

If barcode scanners are used

The Price Accuracy Policy applies when the scanned price at checkout is higher than the advertised price — even if you haven’t paid yet. Of course, you have to buy the product for the Policy to apply.

The advertised price could have been displayed in any of the following:

• the store shelf label,
• a flyer,
• an ad (print, TV, radio, social media),
• the store’s website, unless the product was marked as “online only”.

How the Price Accuracy Policy works

• If the pricing error involves a product that costs $15 or less: You get the item for free.
• If the pricing error involves a product that costs more than $15: You pay the advertised (lower) price, and get a $15 discount.

If you purchase several units of the same item:

• Compensation (free or $15 off) applies to one item only.
• The remaining units are sold at the advertised lower price.

When the $15 discount does not apply

The Policy does not apply to:

• items without barcodes like fruits and vegetables,
• clothes, which must be individually tagged,
• tobacco products,
• prescription drugs that are sold in pharmacies only,
• cow’s milk,  
• most alcoholic drinks sold in grocery stores or convenience stores.

The Policy also doesn’t apply if:

• the checkout price is lower than the advertised price,
• a price label is misplaced, like when a label for a bicycle helmet is placed closer to a bicycle than the helmet itself,
• the wrong product name shows on the receipt, like when a “box of noodles” is rung up at checkout rather than a “box of cookies”. In this case, you must pay the price of the correct product,
• a sale is over, but the sign is still up with a clearly marked end date.

What you can do if the merchant doesn’t respect the rules

If a merchant does not follow the accurate pricing rules, whether it involves the lowest price rule or the Price Accuracy Policy, this is what you can do:

1. Speak to the store manager or the person in charge. These people are generally aware of the rules that apply in this type of situation.
2. If that doesn’t work, you can complain to the Office de la protection du consommateur.
3. You can also formally ask the merchant  to respect the law.