The Société des alcools du Québec (SAQ) tightens its return and exchange policy. In order to curb its loss of income, it now requires proof of purchase of the products and it considerably reduces the delay to make an exchange.
The SAQ has always been renowned for its very advantageous return and exchange policy for its customers. This time is over. The state -owned company updated its return policy on Tuesday. It now requires proof of purchase for all exchanges and reimbursements, even if its stores are the only place where the sale of certain alcohol products is allowed in Quebec.
The SAQ also reduces the deadline to return a product. It goes from 90 to 30 days.
Through her spokesperson, Linda Bouchard, the Crown company explains that she wishes to “limit fraud and financial losses”.
Mme Bouchard adds by email that she does not know what sum the SAQ hopes to recover with these new rules.
This update is inspired by the changes made last year by the LCBO, Ontario, for similar reasons. The Ontario company has ended the feedback and exchanges of products without received “to protect LCBO income as well as the quality and safety of returned products”, can be read on its website.
Natural wine in the sights
If it is no longer possible to exchange a bottle received as a gift without proof of purchase, it is still possible to return it without invoice if the product is defective. The SAQ, however, adds several constraints.
Without naming the category of nature wines, the Crown corporation specifies that “several wines naturally have oxidative properties, a troubled or deposit aspect”. These bottles will no longer be exchanged or reimbursed.
Private import agents contacted by The press confirmed that a large number of natural wines had returned to the SAQ after the opening. The cost of reimbursement is not assumed by the winemaker, but by the Crown company.
“The number of returns is undoubtedly proportional to the enthusiasm of these products,” says Julie Audette, founder of the agency Le Vin in the sails. If we introduce these wines on tablets, I think it is important to educate customers on the characteristics that certain craft wines can have. »»
“Nature” wines arrived in 2017 at the SAQ. This category now brings together more than 1000 products.
Wines with manufacturing defects such as the plug taste are still eligible for the return. The SAQ specifies, however, that “the product will be the subject of a branch assessment”.
