Refund policy

Effective July 31, 2026

Lost or damaged parcels

If your parcel arrives damaged, do not throw the packaging out. Take photos of the outer carton, the inner shipper, and the contents. Write to us within 7 days of delivery with the photos and your order number. We will replace damaged bottles or refund them, at your choice, once we have filed a claim with the carrier.

If the carrier marks a parcel delivered but you did not receive it, contact us within 14 days. We will open an investigation. Carrier investigations typically take 5 to 10 business days to resolve.

Returns and refunds

Federal and provincial law restricts the return of opened or partially consumed alcohol; we cannot accept those returns. Unopened bottles in their original packaging may be returned within 30 days of delivery, with prior authorisation from us, at the buyer’s shipping cost. Refunds are issued to the original payment method within 7 business days of the returned parcel being received in good condition.

Refunds for damaged or lost shipments under the section above are issued in full, including original shipping, once the carrier claim is resolved.

Order changes and cancellations

Email us as soon as possible if an order needs to be changed or cancelled. We can cancel an order only before it has been fulfilled. Once a parcel has entered the carrier network, it cannot be cancelled and the return rules above apply.

Contact

Order and return questions:

Highwood Distillers Ltd.
114 – 10th Avenue S.E.
High River, Alberta · Canada T1V 1E7

Email: info@caldera.ca