Returning Products to the LCBO
What is the return policy of the LCBO?
Customers may return any product (except gift cards) that is in saleable condition (including Vintages products and beer purchased as a Regular or Specialty Customer Sale) to any LCBO store provided it is accompanied by the original receipt within thirty (30) days of purchase. The Customer will be refunded in the applicable tender as used for the purchase (i.e. debit/cash purchases returned as cash, credit card purchases returned to original credit card, gift card purchases returned to a gift card, all mobile or near field purchases will be returned to credit card of origin.)
UPDATE TO POLICY IN RESPONSE TO COVID-19: Each store has a dedicated returns station and all returns in saleable condition will undergo a disinfection and quarantine period of 3 days before resale.
All product returns require the customer’s name, address and telephone number and the customer’s signature to acknowledge receipt of the refund. Customers returning product must also show valid, government-issued photo ID to verify their identity. If a customer does not provide this information, the return will not be processed (see “Collection of Personal Information” section below). The return to stock policy was updated November 2016.
Refunds will not be provided to returns without a receipt.
Gift Cards are final sale and are non-refundable.
What does saleable condition mean?
The product must be in good condition (unopened, label intact, etc.). When making a return, bear in mind the length of time since the product was originally purchased. Some items such as wines and cream liquors deteriorate with age.
Do I need a receipt?
Yes. Valid proof of purchase must accompany all returns of saleable unopened product.
Will I get back what I originally paid for the product?
Due to currency and taxation fluctuations, prices of LCBO products do change. If the price changes between the time you purchased a product and the time you return it, you will receive the amount indicated on your receipt within the 30 day return period.
Can I return a delisted product?
When the LCBO decides to stop carrying a product, its price is decreased to enable the LCBO to clear remaining inventories of the product. All delisted products are final sale unless the product is defective. If you have purchased a defective delisted product, you may return it to the store for a full refund.
Is there a limit to the number of products I can return?
There is no limit to the number or value of products which may be returned at any given time as long as items are accompanied by original receipt within thirty (30) days of purchase.
What is the procedure for returning VINTAGES products?
Products recently purchased from VINTAGES stores or VINTAGES corners may be returned to any LCBO store for a full refund when accompanied by the receipt. VINTAGES returns must adhere to the same conditions as regular returns. However, due to the fragile nature of many VINTAGES products, the store manager may wish to consult with the VINTAGES Purchasing Department before approving the refund. VINTAGES continually changes its product list - a receipt enables the manager to determine quickly if the product is current.
How do I return a defective product?
The LCBO Quality Assurance Department is committed to ensuring the highest quality beverage alcohol products are available in LCBO stores. All products sold at the LCBO are laboratory tested before appearing on store shelves. With yearly testing, products are continually monitored by our lab even after they reach our stores. By bringing a problem to our attention, you are assisting the LCBO in maintaining these high standards.
If you feel you have purchased a defective product from the LCBO, you may return the product to any LCBO store for a full refund, without receipt. The store employee will collect the relevant information to investigate the product quality concern if necessary. If the problem is determined to be serious and widespread, the LCBO Quality Assurance Department, in consultation with the supplier, may order a product withdrawal across the
Return of a faulty product must indicate immediate discovery and not be the result of improper storage. Defective returns will not be accepted when the majority of product is absent from packaging.
Policy for products associated with causing illness
Occasionally a customer may feel a product was responsible for illness. In such a case, return the bottle and remaining contents to your local LCBO store as soon as possible. The store manager or designate will collect the relevant information and forward to Quality Assurance to investigate and take appropriate action.
Collection of Personal Information under the LCBO's Return Policy
The LCBO collects name, address, telephone number and signature when products are returned, both for fraud prevention purposes, and to communicate with customers regarding any health or safety matters in cases of defective or recalled product. Photo ID is requested in order to verify the collected information, and will not be recorded.
This personal information is collected under the authority of the Liquor Control Act, Sec. 3(1)(n), R.S.O. 1990, c. L. 18. Questions regarding the collection may be directed to the LCBO’s FOI and Privacy Office at 416-864-2462.
For more details visit our website at www.lcbo.com.