Refund & Return Policy

Return and Refund Policy

Scope and Intent
This Return and Refund Policy applies to all purchases made through the www.spliquor.ca website.

Contact Information
If you have any questions about returns or refunds, please contact our customer service via:

• Email: info@spliquor.ca
• Phone: 1 780 450 4868
• Address: 10965 – 23 Avenue NW, Edmonton, Alberta, T6J 6Y4, Canada

Return Window
Customers in Canada have the right to cancel their purchase and return the product within 30 days of receipt, without providing a reason.

Return Instructions

1. Return Notification: Contact customer service at info@spliquor.ca or 1 780 450 4868 with your order number and reason for the return.
2. Provide Information: Be prepared with your order number and relevant details for a faster process.
3. Receive Instructions: We will provide you with specific return instructions.
4. Ship the Item: Return the product using Canada Post or another carrier of your choice. Customers are responsible for return shipping costs when returning an item due to personal reasons, such as purchasing the wrong product or changing their mind. There is no cost to the customer when the product is defective or incorrect.
5. Inspection: Upon receipt, we will inspect the product to ensure it is in saleable condition.
6. Damaged Products: Refunds are not issued for products damaged upon return. We are not liable for damage or loss during transit by third-party carriers.
7. Refund Processing: Once the item passes inspection, a refund will be processed using the original payment method.
8. Refund Confirmation: You will receive an email once your refund has been processed.

Important Refund Policy: Please note that when a return is processed and a refund is issued, the original shipping cost is not eligible for a refund under any circumstances. This policy applies to all returns, regardless of the reason.

Packaging and Shipping

1. Pack the item securely in its original packaging, with all labels and tags intact. Consider adding a fragile sticker for added safety.
2. Include any required documentation or images.
3. Use a return label provided by your chosen carrier.

Return Costs

• For Defective Products: There is no cost to the customer when the product is defective or incorrect.
• For Customer Remorse (Change of Mind): Customers are responsible for return shipping costs when returning an item due to personal reasons, such as purchasing the wrong product or changing their mind.

Specific Return and Refund Conditions

• Change of Mind: If you change your mind, you can return the product within 30 days as long as it is unused, undamaged, and in its original packaging.
• Defective Goods: If the product is defective, contact customer service. We will cover the return shipping costs and either send a replacement or issue a refund.
• Damaged Goods: We are not responsible for products damaged in transit.
• Incorrect Product: If the wrong product is received, contact us, and we will arrange for the return and provide the correct item.
• Product Not Delivered: If your product was not delivered, we will initiate an investigation with the courier.
• Order Cancellation: Orders can be canceled before they are shipped. If the order has already shipped, follow the return procedure once the product is received.

Policy for Damaged or Defective Goods
Contact us within 48 hours of receiving a damaged or defective product and provide photos for verification. We will cover return shipping costs and provide a replacement or refund. Damage during transit is the responsibility of the carrier; we recommend purchasing insurance for high-value items.

Policy for Non-Damaged Goods
If you change your mind, you can return the product within 30 days, provided it is unused, undamaged, and in the original packaging.

Timelines

• Return Window: Returns must be reported and shipped within 30 days of receiving the product.
• Return Processing: Refunds are processed within 14 days after receiving and inspecting the returned item.
• Refund Conditions: Refunds are issued if the product is returned unused, undamaged, and in its original packaging. For defective or incorrect products, refunds are processed after inspection.
• Refund Period: Once approved, refunds are processed within 14 days to the original payment method. Processing times may vary depending on your bank or payment provider.
• Refund Methods: Refunds will be issued to the original payment method used for the purchase.

Exceptions to the Return Policy

• Products such as wines older than 7 years or valued over $100 are not eligible for return unless the producer agrees to replace them.
• Used or opened products cannot be returned.

Return Address
Send all returns to:
10965 – 23 Avenue NW, Edmonton, Alberta, T6J 6Y4, Canada

Shipping Method and Costs

• Shipping Methods: Canada Post, DHL, FedEx, or another chosen carrier.
• Estimated Return Costs: Between $10.00 and $150.00. The cost of return can vary depending on the package being returned. Factors such as location, box size, and weight may affect the cost. For exact pricing, please contact your carrier directly.

Legal Rights
This return and refund policy does not affect any of your legal rights under applicable laws.

Questions?
For more information, visit our FAQ page or contact our customer service team.