Refund policy

Last Updated: August 8, 2026

Your satisfaction is our priority. This comprehensive Return & Refund Policy explains the full process, rules, responsibilities, and timelines for returns, exchanges, damaged items, lost shipments, and refunds at HeyWhiskey.

1. Return Window

You may request a return or report a problem with your order (including defective, damaged, or incorrect items) within 30 days of receiving your order. The 30-day window begins on the date the carrier marks the package as delivered.

We strongly encourage you to report damaged, defective, or incorrect items as soon as possible after delivery — ideally within 48 hours — so we can resolve the issue quickly. However, claims made any time within the 30-day window will be honored.

After 30 days:

  • Returns or exchanges are generally not accepted, except where a manufacturer warranty applies.

2. Exchange Policy

You may request an exchange if:

  • You received the wrong item
  • You want a different size, variation, or similar product
  • The item arrived damaged or defective

Conditions:

  • The replacement item must be in stock.
  • If the item is not in stock, you may choose one of the following options:
    • A refund
    • A similar item of equal value

Exchanges are processed after the returned item is received and inspected.

3. No Restocking Fee

HeyWhiskey does not charge any restocking fees for eligible returns or exchanges. You will receive a full refund of the product price. Original or return shipping costs are non-refundable, except in cases covered under Section 5 (“HeyWhiskey Pays Return Shipping”).

4. Return Eligibility Requirements

To qualify for a return, the item must meet all the criteria below:

Condition Requirements

  • The item must be unused, unopened, and not visibly worn
  • Must be in original packaging
  • All tags, safety seals, labels, accessories, manuals, and inserts must be included

Proof of Purchase

Customers must provide:

  • Order number
  • Purchase receipt or confirmation email

Items Not Eligible for Return

  • Items marked as Final Sale
  • Items reported after the 30-day window (except manufacturer warranty cases)
  • Items damaged due to customer misuse
  • Customized or personalized products
  • Gift cards

5. Return Shipping Costs

Customer Pays Return Shipping When:

  • The customer changes their mind
  • Wrong size or variation ordered
  • No defect or error from HeyWhiskey

HeyWhiskey Pays Return Shipping When:

  • Item arrives damaged
  • Incorrect item received
  • Defective product
  • Carrier-related damage

In such cases, we provide a prepaid return label (when applicable and available in your country — see Section 7 for international orders).

6. How to Initiate a Return

Step 1 — Contact Customer Support

Email us at info@heywhiskeyshop.com with the subject line: “Return Request — Order #(Your Order Number)”

Include the following details in your email:

  • Full Name
  • Order Number
  • Reason for return
  • Photos or video of the product (required for damaged/incorrect items)
  • Whether you want: a refund, exchange, or replacement

Step 2 — Receive Return Authorization

Within 24–48 hours (Monday–Friday), our support team will review your request and send:

  • Approval confirmation
  • Return authorization number (RMA)
  • Shipping instructions
  • Return address
  • Prepaid label (if applicable)

Do not ship any item before receiving approval. Unauthorized returns may be rejected.

Step 3 — Prepare Your Return Package

  • Pack the item securely in its original packaging
  • Include all accessories, inserts, and manuals
  • Add your order number and RMA inside the package
  • Seal the package properly

We strongly recommend taking photos of your packaged return for proof.

Step 4 — Ship the Item Back

Use either:

  • The prepaid return label provided by us, or
  • Your preferred courier (customer-paid returns)

Keep a copy of your return tracking number.

Step 5 — Inspection

Once your item arrives at our facility:

  • Inspection takes 1–3 business days (Monday–Friday)
  • We check condition, eligibility, and completeness

Step 6 — Refund or Exchange Processing

After verification, we will process your refund or send your replacement/exchange item.

7. International Returns

HeyWhiskey ships worldwide, and this policy applies to all orders regardless of destination, with the following notes:

  • Prepaid return labels may not be available in every country. Where unavailable, customers should use a trackable shipping method and retain proof of postage.
  • Customers are responsible for any customs fees, duties, or taxes incurred when shipping a return, unless the return is due to HeyWhiskey’s error (damaged, defective, or incorrect item).
  • International return shipping times are not included in the processing timelines above and may extend the overall time to resolution.

8. Refund Processing Time

Once we receive your returned item, please allow the following total timeline:

  • 1–3 business days for inspection after we receive the item
  • Up to 5 business days for us to process and issue the refund to your original payment method
  • An additional 7–10 calendar days may be needed for your bank or card issuer to post the refund to your account

In total, please allow up to approximately 3 weeks from the day we receive your return to when the funds appear in your account. Refunds are issued only to the original payment method used at checkout.

Note: Banks and credit card companies may occasionally delay posting the refund beyond this window.

9. Customer Responsibility

Customers must:

  • Provide accurate information when requesting returns
  • Ensure safe and secure packaging
  • Pay return shipping (in eligible cases)
  • Track the return shipment
  • Report issues within the stated time limits
  • Avoid using items before returning

Failure to follow return instructions may void eligibility.

10. HeyWhiskey Responsibilities

We are responsible for:

  • Providing clear return instructions
  • Assessing items fairly
  • Paying return postage for eligible cases
  • Processing refunds within the promised timeline
  • Replacing items damaged or lost in transit

11. Return Address

HeyWhiskey — Returns Department 8 Mercer Street, Toronto, Ontario, M5V 0C4, Canada

IMPORTANT: Items returned without authorization may be refused or lost.

12. Damaged, Defective, Incorrect, or Missing Items

Customers should report any issues as soon as possible, and no later than 30 days from delivery. We require:

  • Photos of the damaged/defective item
  • Images of packaging & shipping label
  • Order number

Eligible resolutions:

  • Replacement
  • Exchange
  • Partial refund
  • Full refund
  • Reshipment at no additional cost

13. Lost Parcel Policy

A package may be declared lost if:

  • There are no tracking updates for 7 consecutive calendar days, or
  • The carrier confirms the parcel cannot be located

In such cases:

  • The customer receives a free replacement or full refund
  • Investigation may take up to 7 business days

14. Order Cancellation Policy

Orders may be canceled within 24 hours of placing the order.

  • If already shipped, it cannot be canceled — you may request a return after delivery.
  • Refunds for cancellations: up to 5 business days (Monday–Friday).

15. Lost or Missing Returns

HeyWhiskey is not responsible for return packages that:

  • Are shipped without tracking
  • Are lost due to courier error when the customer paid for and arranged shipping
  • Are misdelivered due to a wrong return address provided by the customer

Refunds are processed only after the return is received.

16. Late or Missing Refunds

If your refund has not appeared within the timeline in Section 8:

  1. Check your bank account
  2. Contact your credit card company
  3. Contact your bank
  4. If still unresolved, email us at info@heywhiskeyshop.com

17. Items Returned Without Approval

Items returned without prior authorization:

  • May not be processed
  • May not be refunded
  • May be sent back at the customer’s cost

18. Policy Abuse Prevention

HeyWhiskey may refuse returns if:

  • Excessive returns are made
  • Items show signs of misuse
  • The customer repeatedly claims “item not received”
  • The return pattern indicates exploitation of policy

We reserve the right to decline service to customers engaging in abuse.

19. Fraud, Abuse & Safety Protection

To maintain security, we may:

  • Flag suspicious orders
  • Cancel high-risk transactions
  • Require identity or payment verification
  • Take legal action in cases of refund fraud

20. Governing Law

This policy is governed by the laws of the Province of Ontario and the applicable federal laws of Canada, without regard to conflict-of-law principles. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts located in Ontario, Canada.

21. Business Information

HeyWhiskey is a brand operated by Andrii Khavro.

  • Registered Company Name: Andrii Khavro
  • Company Registration Number: 1001221008
  • VAT/GST Number: 700711823RT0001
  • Registered Address: 8 Mercer Street, Toronto, Ontario, M5V 0C4, Canada
  • Email: info@heywhiskeyshop.com
  • Phone: +1 437-870-1603
  • Business Hours: 9:00 AM–5:00 PM (Monday–Friday), Eastern Time (Toronto)

22. Policy Updates

HeyWhiskey reserves the right to update, modify, or replace this policy at any time. Changes take effect immediately upon being posted on our website.