Refund policy
Last updated: 7th November 2025
1. General Policy
Due to the nature of our products, we do not accept returns, exchanges, or refunds once an order has been delivered and accepted.
All sales are considered final, except in the limited circumstances described below.
2. Wrong Item Sent
If you receive a product that is different from what you ordered, please notify us within 7 days of delivery by emailing [insert customer service email] with:
- Your order number
- A photo of the incorrect item received
- A brief description of the issue
Once verified, we will arrange for exchange or refund (at our discretion) for the incorrect item.
Returned items must be:
- Unopened, and
- In their original condition and packaging.
We will not accept any claims made after 7 days from delivery.
3. Non-Returnable Items
For health, safety, and product integrity reasons, we cannot accept returns or issue refunds for:
- Products that have been opened or consumed (in whole or in part);
- Products damaged or spoiled due to improper storage after delivery;
- Customer change-of-mind, taste preference, or vintage variation;
- Any item purchased on sale or promotion.
4. Delivery Issues
If a package is damaged upon delivery, please do not accept the delivery and contact us immediately.
If you discover damage after delivery, please report it within 24 hours with clear photos and your order details.
We will review each case individually, but refunds are not guaranteed unless the wrong item was sent.
5. Refund Method
Approved refunds (for wrong items only) will be processed using the original payment method within 7–14 business days after the returned goods are received and verified.
6. Contact Us
For any questions about this policy or to report a delivery issue, please contact:
info@jak-cellar.com
Telephone: +852 3595 0658
Address: RM3112, 31/F, Cable TV Tower, No.9 Hoi Shing Road, Tsuen Wan, New Territories, HONG KONG