Last updated: June 2026  |  Applies to: wiagglobal.ca  |  Contact: exports@wiagglobal.com

Returns & Refund Policy — Canada

1. Our Commitment

WIAG stands behind the quality of our products. If something is wrong with your order, we want to make it right. Please read the following carefully as international returns for wine shipments involve specific conditions.

2. Eligible Returns

Reason	Eligible?	Action Required
Product arrived damaged	Yes	Photo evidence required within 48hrs of delivery
Wrong item received	Yes	Contact us within 7 days
Product faulty or defective	Yes	Contact us within 7 days
Order lost in transit	Yes	Raised after 20 business days from dispatch
Change of mind	No	We cannot accept returns for this reason
Customs delay	No	Delays at customs are not grounds for return
Duties/clearance costs too high	No	These are passed through at cost — not a WIAG charge

3. How to Request a Return

To initiate a return or refund claim, email exports@wiagglobal.com with:

• Your order number
• Description of the issue
• Clear photos of the damaged or incorrect product and packaging (for damage claims)

We will respond within 2 business days. Do not return goods without receiving written approval from WIAG first — unauthorised returns may not be accepted.

4. Return Shipping

Where a return is approved:

• WIAG will provide return shipping instructions and a prepaid label where applicable
• Products must be unused, unopened, and in original packaging
• You are responsible for ensuring the return complies with Canadian export regulations for alcohol
• WIAG will not be liable for goods lost or damaged during return transit

5. Refunds

Once a return is approved and goods are received back at our warehouse, we will process your refund within 5–7 business days to your original payment method in CAD.

The following are non-refundable in all circumstances:

• Original outbound shipping costs
• Customs duties and clearance fees already paid
• Re-delivery fees incurred due to failed delivery attempts

6. Damaged in Transit

If your order arrives damaged:

• Photograph the outer packaging and product before opening further
• Email exports@wiagglobal.com within 48 hours of delivery with photos and your order number
• Retain all original packaging — do not dispose of it until the claim is resolved

We will lodge a claim with the carrier on your behalf and arrange a replacement or refund depending on stock availability.

7. Lost Orders

If your tracking shows no movement for more than 10 consecutive business days, or your order has not arrived within 20 business days of dispatch, contact us at exports@wiagglobal.com. We will investigate and provide a resolution within 10 business days of lodging the claim.

8. Cancellations

Orders can be cancelled free of charge if requested before dispatch. Once dispatched, the order cannot be cancelled and standard return conditions apply. Email exports@wiagglobal.com immediately with your order number to request a cancellation.

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