Return & Refund Policy - JIHECANG

1. Nature of Alcohol Goods & General Policy

JIHECANG operates as a Singapore-licensed liquor and beverage retailer (DIGITAL COLLECTION TRADING PTE. LTD.). All items sold are 100% authentic, duty-paid, and stored in Singapore temperature-controlled warehousing.

Because alcoholic beverages are perishable, ingestible, and anti-tamper sensitive consumables, returns or refunds based purely on subjective preference, change of mind, or taste suitability are not supported once delivery has been accepted with seals intact.

However, we provide a complete satisfaction guarantee for any fulfillment defect, damage in transit, missing item, or product discrepancy caused by our service or logistics partners.

2. Qualifying Situations for Return, Replacement or Refund

You are entitled to a full replacement or refund in any of the following circumstances:

• Damaged or Leaking Items: Bottles or containers broken, cracked, or noticeably leaking upon delivery, or security anti-counterfeiting seals broken prior to receipt.
• Incorrect or Missing Products: Items received do not match the SKU, brand, vintage, volume, or specification listed in your confirmed order.
• Quality Defects: Unopened product displaying abnormal oxidation, precipitation, cork failure, or verified spoilage not caused by improper storage after receipt.
• Unshipped Order Cancellation: Orders canceled before warehouse packaging and fulfillment dispatch can be fully refunded immediately without cancellation fees.

3. Reporting Window & Proof Requirements

To enable prompt investigation and claim processing with our courier insurance partners, please adhere to the following reporting guidelines:

We strongly recommend inspecting the parcel upon delivery with the courier present. If substantial package damage or wine leakage is evident, you may refuse delivery and notify us immediately.

For delivered parcels, please notify our customer service within 48 hours of delivery (and no later than 7 calendar days). Requests submitted past this window without contemporaneous evidence may be subject to limited remedies.

• Order confirmation number and delivery recipient name.
• Clear photographs of the courier shipping label on the carton.
• Clear photos or unboxing video showing the damaged package, bottle condition, leak origin, and anti-counterfeiting seal.
• A brief description of the issue encountered.

4. Step-by-Step Return & Resolution Process

Our return process is designed to be hassle-free and swift:

• Step 1 - Contact Us: Reach out via our Contact Us page, email (shop@digialc.sg), or official Telegram customer service with your order details and photos.
• Step 2 - Verification: Our Singapore operations team will review your case within 1 business day (often within hours).
• Step 3 - Resolution Choice: Once verified, you may choose an immediate expedited replacement reshipment, store credit with bonus points, or a full refund.
• Step 4 - Item Return / Safe Disposal: For shattered or severely broken glass, you are NOT required to ship dangerous glass shards back; upon verification, you may safely dispose of them. For other returnable items, we will arrange courier pickup or provide a prepaid return slip. Unauthorized or cash-on-delivery parcels sent without prior notice will not be accepted.

5. Refund Channels & Processing Timelines

Approved refunds will be processed back to the exact payment method utilized during checkout:

• Credit / Debit Card (Stripe): Reversal initiated within 1-2 business days. Card issuing banks typically reflect funds in 3-7 business days depending on their clearing cycle.
• PayNow / Bank Transfer: Refund credited directly to your bank account within 1-3 business days upon receipt of account details.
• Member Points & Coupons: Any loyalty points or coupons used on the returned item will be restored immediately to your JIHECANG member account. Reward points earned from the refunded purchase will be adjusted accordingly.

6. Non-Returnable Scenarios

Returns, exchanges, or refunds cannot be accepted under the following conditions:

• Any bottle or container that has been opened, unsealed, sampled, or consumed.
• Items damaged due to improper storage after delivery (e.g., prolonged exposure to direct sunlight, high temperatures, humidity, or rough physical handling).
• Items without proof of purchase from JIHECANG or whose unique batch/serial number does not match warehouse outbound records.
• Complimentary gifts, promotional freebies, or clearance items explicitly marked "Final Sale / Non-Returnable".
• Subjective taste mismatch (e.g., wine sweetness, tannin intensity, or aroma profile) where the product is free from quality defects.

7. Corporate Bulk Procurement & B2B Orders

For corporate events, wholesale purchases, and commercial distributor orders, return and inspection terms are governed by the specific B2B supply agreement or purchase order. Please conduct a joint inspection upon pallet or batch delivery and note any discrepancies on the delivery order (DO). Your dedicated corporate account manager will assist with any post-delivery adjustments.

8. Dispute Resolution & Fair Trading

JIHECANG is dedicated to customer satisfaction and complies with Singapore's Consumer Protection (Fair Trading) Act. If any dispute arises, we encourage you to contact our management team first so we can reach an amicable resolution in good faith. You may also seek mediation via the Consumers Association of Singapore (CASE) or Singapore Small Claims Tribunals (SCT).