Refund and Return Policy

Last updated: 26 July 2026

This Refund and Return Policy applies to purchases made from Spirits Prime through spiritssprime.com.

We want every customer to feel confident when ordering from us. If something is not right with your order, please contact us at support@spiritssprime.com so that we can assist you.

1. 30-Day Return Window

You may request a return within 30 calendar days after your order is delivered.

Your return request must be submitted before the end of this 30-day period. Requests submitted after the return window may not be accepted unless the item is defective, damaged, incorrect, misdescribed, or applicable consumer law provides otherwise.

2. Return Eligibility

To qualify for a return, the product must:

• be in substantially the same condition in which it was received;
• be unused and free from damage caused after delivery;
• include its original packaging, accessories, components, manuals, inserts, and promotional items, where applicable;
• include the receipt, order confirmation, or another valid proof of purchase; and
• be returned using the instructions provided by our customer support team.

Customers may inspect a product to the extent reasonably necessary to confirm its nature, characteristics, and condition. Nothing in this policy restricts any mandatory consumer rights that apply in the customer’s jurisdiction.

3. How to Request a Return

To request a return, email support@spiritssprime.com and include:

• your full name;
• your order number;
• the product you wish to return;
• the reason for the return; and
• photos or videos when the request concerns damage, a defect, an incorrect item, or missing components.

If your return is approved, we will provide return authorization, return instructions, and a prepaid return shipping label or equivalent shipping arrangement.

Approved returns must be sent to:

Spirits Prime Returns
4735 Nordegg Crescent NW
Calgary, Alberta T2K 2M2
Canada

Please do not send a product before receiving authorization from our customer support team. Products sent without authorization, without valid order identification, or using an unapproved shipping method may experience processing delays.

4. Free Return Shipping

Spirits Prime provides free return shipping for approved and eligible returns. We will provide a prepaid return shipping label or equivalent return instructions.

Please use only the label and shipping method provided or approved by our customer support team. Shipping costs paid independently without prior authorization may not be reimbursed.

We do not charge a restocking fee for approved returns that comply with this policy.

5. Order Cancellations

You may request to cancel an order at any time before it has been fulfilled. To request a cancellation, contact support@spiritssprime.com as soon as possible.

Once an order has been fulfilled or handed to the carrier, it can no longer be cancelled. After delivery, you may request a return under this policy.

6. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order after delivery. If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible at support@spiritssprime.com.

Please provide your order number, a description of the issue, and clear photos or videos of the product, packaging, and shipping label where applicable.

After reviewing the request, we may offer an appropriate resolution, including a replacement, refund, missing component, store credit, or another remedy required by applicable law.

Return shipping for an eligible damaged, defective, incorrect, incomplete, or misdescribed item will not be charged to the customer.

7. Non-Returnable and Final-Sale Items

The following products are not eligible for change-of-mind returns:

• gift cards;
• personalized, customized, or made-to-order products; and
• products clearly identified as Final Sale before purchase.

Discounted or promotional products are not automatically considered Final Sale. They remain eligible for return unless they were clearly marked as Final Sale before checkout.

These exclusions do not apply when a product is defective, damaged, incorrect, incomplete, misdescribed, or when a return or another remedy is required under applicable consumer law.

8. Exchanges

We do not guarantee direct exchanges because product availability may change. The fastest way to obtain a different product is to return the original eligible item and place a separate order after the return has been approved.

If a direct replacement or exchange is available, our customer support team will provide the applicable instructions.

9. European Union and United Kingdom Cancellation Rights

Customers located in the European Union, European Economic Area, or United Kingdom may have a statutory right to cancel an eligible online purchase without providing a reason.

Where applicable, you must notify us of your decision to cancel within 14 days after receiving the goods. You will then generally have an additional 14 days to return the goods, subject to applicable law.

Where required by law, we will refund the eligible purchase amount and the cost of the least expensive standard delivery option offered at checkout. Additional costs for express, priority, or upgraded delivery may not be refundable.

Statutory exceptions may apply, including to personalized or custom-made products. These statutory rights operate independently from, and are not reduced by, our commercial 30-day return policy.

10. Refund Processing

We will notify you after receiving and inspecting your return. We will then confirm whether the refund has been approved or whether additional information is required.

Approved refunds will be issued to the original payment method within 10 business days, or sooner when required by applicable law. Your bank, card issuer, or payment provider may require additional time to display the funds after the refund has been issued.

Where permitted by law, we may withhold the refund until we have received the returned product or valid evidence that it has been sent back.

A reasonable deduction may be made where legally permitted if a returned product has been used beyond what is reasonably necessary to inspect it, or if it is returned with customer-caused damage, missing components, or missing accessories.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at support@spiritssprime.com.

11. Partial Returns and Gift Sets

If an order or gift set contains multiple products, all components, accessories, packaging, and included items must be returned unless our customer support team confirms otherwise.

If only part of an order is returned, the refund will apply only to the eligible products received. Where permitted by law, the refund may be adjusted if components or included items are missing.

12. Returned-to-Sender and Undeliverable Orders

If an order is returned because of an incomplete or incorrect address, refusal of delivery, failure to collect the package, or another circumstance attributable to the customer, please contact us to discuss reshipment or a refund.

Additional shipping costs may apply to reshipment. Where permitted by law, unavoidable shipping or return costs may be deducted from a refund when the delivery failure was caused by incorrect information supplied by the customer.

This does not apply when the delivery issue was caused by Spirits Prime, our fulfilment partner, or the carrier.

13. Mandatory Consumer Rights

Nothing in this policy excludes, limits, or replaces any mandatory rights or remedies available under applicable consumer protection law. If this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.

14. Contact Us

For return, cancellation, exchange, or refund questions, contact:

Spirits Prime Customer Support
Email: support@spiritssprime.com
Website: https://spiritssprime.com

Authorized returns are received at:

Spirits Prime Returns
4735 Nordegg Crescent NW
Calgary, Alberta T2K 2M2
Canada

Please contact customer support and obtain return authorization before sending any product to this address.