Quebec-based online fitness equipment retailer Hajex Fitness has contravened British Columbia's consumer protection laws by threatening to blacklist a customer if she pursued a refund for late delivery, according to Consumer Protection B.C. The company has agreed to an undertaking to clarify its shipping and return policies and to avoid future violations.
Investigation triggered by late delivery and refund refusal
Consumer Protection B.C. began investigating earlier this year after an unnamed consumer reported that the company failed to deliver her order within 30 days, as required, and then neglected to issue a refund within 15 days after that deadline. This violated B.C.'s consumer protection legislation, according to the undertaking signed by Hajex director Junaid Khalid and posted on the regulator's website.
The company further breached the law by telling the customer that its policy held customers responsible for their order once shipped or handed to a carrier for delivery. However, that policy neither existed nor was posted on Hajex's website, the undertaking stated.
Threats and misleading information
Hajex also informed the consumer that the contract cancellation form from Consumer Protection B.C. did not apply in Quebec and that she would need to fill out a form in that province instead—another contravention of B.C. protections. The company additionally threatened to take the customer to court and blacklist her from all major carriers and partners should she pursue her legal rights, the undertaking noted.
Hajex, which operates warehouses at its Montreal headquarters and in Delta, B.C., according to its website, delivers across Canada and the U.S. It told the customer that shipping is a privilege and that she must handle delivery issues directly with the carrier.
Undertaking and compliance
As part of the undertaking, Hajex agreed to update all policies, procedures, and practices regarding disputes and refund entitlements by June 15. The director of Consumer Protection B.C. stated that the inspection of Hajex was concluded upon signing the undertaking, but if the company breaches it, the regulator could restart the investigation and impose further actions and penalties. The company did not return a request for comment.
Consumer Protection B.C. is a not-for-profit regulator that licenses and inspects regulated businesses, answers consumer inquiries, investigates violations, and educates consumers and businesses about their rights and responsibilities.
Better Business Bureau complaints and F rating
Hajex has received 10 complaints in the last three years with the Better Business Bureau (BBB), of which it is not a member. The company failed to respond to any of them, resulting in an F rating. The BBB reports a pattern of complaints including late or no delivery, poor or incomplete refund terms, and pressuring consumers to sign agreements without fully explaining the product or sales terms. On January 28, 2026, the BBB submitted a written request to Hajex encouraging it to address the complaint pattern, but the company has not responded.
