Refund policy

Overview

Due to the nature of our products, all sales are final except where items are defective, damaged, incorrect, or where a refund is required under applicable law.

By placing an order with East End Vine, you agree to the terms outlined in this policy.

If you believe there is an issue with your purchase, please contact us within the applicable reporting window so our team can assist.

Reporting Timeframes

To be eligible for review:

  • Delivery orders: must be reported within 48 hours of delivery
  • In-store purchases: must be brought to our attention within 30 days
  • Corked wines: eligible within 3 months of purchase

Requests made outside these timeframes may not be accommodated.

Damaged, Incorrect, or Defective Products

If your order arrives damaged, flawed, or not as requested, please email us with:

  • Order number
  • Description of the issue
  • Clear photos of the product and packaging

After review, East End Vine may offer a replacement, exchange, store credit, or refund at our discretion.

We reserve the right to request the return of the affected product before issuing a resolution.

Corked or Faulty Wine

Wine is a living product and bottle variation can occur.

If you believe a wine is corked:

  • The bottle must be at least two-thirds full
  • The original cork must be present
  • Proof of purchase is required

Please return the bottle to our store whenever possible.

If confirmed faulty, we will provide a replacement bottle or store credit of equal value.

Wine that is stylistically correct but not to personal taste is not considered faulty and is not eligible for exchange or refund.

Delivery Requirements and Failed Deliveries

Alcohol deliveries require a recipient who is 19 years of age or older with valid government-issued identification.

Orders cannot be left unattended.

One delivery attempt is included with your delivery fee.

If delivery cannot be completed due to:

  • Recipient absence
  • Incorrect address
  • Missing unit or buzzer information
  • Restricted building access
  • Inability to present valid identification
  • Intoxication

The order will be returned to us and made available for pickup, or resent for an additional delivery fee.

Delivery dates and time windows are estimates only and are not guaranteed. Delays are not grounds for refund.

Once an order has been successfully delivered and age verification completed, East End Vine is not responsible for lost or stolen items.

Shipping Across Ontario

Transit times vary by destination and may be longer for remote locations.

While we make every effort to meet estimated timelines, shipping dates are not guaranteed and are not grounds for refund.

Customers in remote areas may be contacted regarding additional delivery fees where applicable.

Weather and Temperature

East End Vine is not responsible for damage caused by extreme temperatures during transit or after delivery.

We strongly recommend selecting a delivery date where someone is available to receive the order promptly.

Order Changes and Cancellations

Orders are processed quickly to ensure timely fulfillment. As a result, modifications and cancellations cannot be guaranteed once an order has been placed.

If you require assistance, please contact us as soon as possible and we will make reasonable efforts to help where feasible.

Processing fees may apply to approved cancellations.

In-Store Purchases

All in-store wine and retail purchases are final sale.

We offer exchange only within 30 days provided that the item is unopened, in resalable condition, and accompanied by proof of purchase.

Refunds are not offered for in-store purchases unless required by law.

Online Purchases

We offer exchange only within 30 days for online orders when items are unopened, in resalable condition, and proof of purchase is provided.

Original shipping fees are non-refundable. Returned items may be subject to a restocking fee where applicable.

Event Tickets

All event ticket purchases are final sale. Tickets are non-refundable but may be transferred to another guest if you notify us in advance of the event.

Gift Orders

Refunds are issued only to the original purchaser. If a gift recipient experiences an issue, we may provide a replacement or store credit once the concern has been reviewed.

To ensure successful delivery, customers are responsible for providing accurate recipient contact information.

Corporate Gifting and Bulk Orders

Large-format orders often require advance preparation. Once confirmed, bulk and corporate orders may not be eligible for cancellation or refund.

Please contact us as early as possible if adjustments are required.

Fraud Prevention

East End Vine reserves the right to refuse refunds where fraud, policy abuse, or unlawful activity is suspected. Order confirmations, delivery records, and age verification may be provided to payment processors to dispute illegitimate chargebacks.

How Refunds Are Issued

Approved refunds will be issued to the original method of payment unless otherwise determined by East End Vine.

Please allow time for your financial institution to process the transaction. Shipping and delivery fees are non-refundable once an order has been dispatched.