Returns & Refunds

The Short Version

Alcohol is a highly regulated product and the return of opened or consumed product is not permitted under Ontario law. Returns and refunds are available in specific circumstances — primarily when the wrong product was delivered, the product arrived damaged, or JST cancels your order. We take these situations seriously and aim to resolve them quickly and fairly.

General Policy: No Returns on Opened Product

Once a bottle has been opened or consumed, it cannot be returned under any circumstances. This is a requirement of Ontario law and AGCO regulations governing the handling of alcohol. By accepting delivery, you confirm that the product is received in satisfactory condition (unless you report otherwise within the timeframe set out below).

Damaged or Defective Product

If your order arrives with broken bottles, compromised seals, significant temperature damage, or other physical defects attributable to transit or packaging, you are entitled to a replacement or full refund for the affected units.

To make a claim:

• Contact us within 48 hours of delivery at hello@jstwineandspirits.com
• Include your order reference number, a description of the damage, and clear photographs of the affected product and packaging (do not discard the packaging until the claim is resolved)
• Do not open damaged bottles — this may affect our ability to process a claim with the carrier

Once we receive your claim, we will respond within 3 business days with next steps. Replacement is our preferred resolution; a refund is issued where replacement is not possible or practical.

Incorrect Product Delivered

If you receive a product that is materially different from what was confirmed in your order (wrong producer, wrong vintage, or wrong product entirely), contact us within 48 hours of delivery. We will arrange pickup of the incorrect product and ship the correct product at no additional cost, or offer a full refund if the correct product is unavailable.

Minor label differences, vintage substitutions that were disclosed prior to confirmation, or variations in bottle format that were agreed to at the time of order do not qualify as incorrect product.

Order Cancelled by JST

If JST cancels your order for any reason (including product unavailability, regulatory constraints, or our right to refuse as set out in our Terms & Conditions), you will receive a full refund of all amounts paid within 10 business days.

Failed Delivery Returns

If an order is returned to JST because no eligible adult (19+) was available to receive it after two delivery attempts, we will contact you to arrange redelivery. A redelivery fee will apply. If redelivery cannot be arranged within 14 days, JST reserves the right to treat the order as cancelled; in that case a refund will be issued for the product value only — original shipping costs are not refunded.

Change of Mind

Because JST arranges private importation on your behalf, orders that have been confirmed and are in transit or have already cleared customs cannot be cancelled or refunded on the basis of a change of mind. For orders not yet shipped, please contact us as soon as possible and we will do our best to accommodate a cancellation request, but this is not guaranteed.

Consumer Protection Act

Nothing in this policy limits any right you may have under Ontario's Consumer Protection Act, 2002. If you believe you have a statutory right that this policy does not address, please contact us and we will work with you in good faith.

Contact

All return and refund inquiries should be directed to hello@jstwineandspirits.com with your order reference number in the subject line.