REFUND POLICY

Lao Online Store

1. Nature of the Products

Lao products are pasteurized food beverages, crafted with precision and bottled in 750 ml format.

Due to their perishable nature, all sales are final, except in the cases outlined below.

2. Damaged Products Upon Delivery

If a bottle arrives broken, leaking, or visibly damaged, you must contact us within 48 hours of delivery.

Please provide clear photos of:
– the exterior shipping box
– the protective packaging
– the affected bottles

Once reviewed, we will offer one of the following solutions: partial or full refund, store credit, or reshipment (weather conditions permitting).

3. Winter Conditions and Risk of Freezing

Our products are sensitive to extreme temperatures.

Responsibility for the package transfers to the customer once delivery has been confirmed by the carrier. It is your responsibility to monitor tracking updates and retrieve the package promptly.

If a parcel remains outdoors in freezing conditions, product quality may be affected.

When forecasted temperatures drop below approximately -15°C (5°F), we may voluntarily delay shipment to protect product integrity.

A frozen product remains safe to consume if the seal is intact, but texture or effervescence may be altered. Each situation is assessed on a case-by-case basis.

4. Delivery Delays

Delivery timelines provided by carriers are estimates.

Lao is not responsible for delays caused by carriers, weather conditions, or incorrect shipping information provided at checkout.

If a package is returned due to an incorrect or incomplete address, reshipping fees will be the responsibility of the customer.

5. Order Errors

If you receive an item different from what was ordered, please contact us within 48 hours of delivery.

Kindly include:
– a photo of the products received
– a photo of your packing slip or order confirmation

We will correct the situation promptly at our expense.

6. Taste and Personal Preference

Our products are expressions of terroir, with structure, tension, and nuance.

Personal taste preference does not constitute grounds for a refund.

We recommend serving at the indicated temperature and tasting in appropriate glassware to fully appreciate the product’s structure.

7. Promotions and Discounts

Progressive discounts or promotional codes are applied at the time of purchase and cannot be applied retroactively.

In the case of a partial refund, the refunded amount will be calculated based on the actual amount paid, including any applied discounts.

8. Order Cancellation

An order may only be canceled if it has not yet been shipped.

Once shipped, orders cannot be canceled.

9. Contact Us

For any order-related inquiries, please contact:
info@laoinc.ca

Please include your order number, a clear description of the situation, and photos if applicable.