Refund policy

Last Updated: June 16, 2026

This Return & Refund Policy applies to all purchases made from Complex SGV LLC ("Complex," "we," "us," or "our") through https://complexonline.net (the "Site"). By placing an order, you agree to the terms of this policy, which is incorporated into and forms part of our Terms and Conditions.

Because we sell alcohol, tobacco and cigar products, and specialty foods, many of our items are perishable, consumable, or age-restricted. This affects what can and cannot be returned, as explained below.

1. Items That Cannot Be Returned

For health, safety, and legal reasons, the following items are final sale and are non-returnable and non-refundable:

  • Specialty foods and any other perishable items;
  • Tobacco and cigar products;
  • Any opened product, or any product with a broken, tampered, or missing seal; and
  • Items marked as "final sale" or "non-returnable" at the time of purchase.

Once these items have shipped, they cannot be returned or refunded except where required by law or in the case of a damaged or incorrect order (see Section 4).

2. Wine Returns

Unopened wine may be returned within 30 days of the delivery date, provided all of the following conditions are met:

  1. The bottle is unopened, and the factory seal and all factory seals are fully intact and undamaged;
  2. The product is in its original condition, including any original packaging and labeling; and
  3. You complete the return request process described in Section 3 below.

Wine that arrives back to us opened, with a broken or tampered seal, or otherwise not in its original factory-sealed condition will not be eligible for a refund and may be returned to you at your expense or disposed of in accordance with applicable law.

3. How to Request a Wine Return

To start an eligible wine return, please follow these steps:

  1. Take a clear photo of the item you wish to return, showing that the bottle is unopened and all factory seals are intact.
  2. Email the photo to complexsgv@gmail.com.
  3. In the subject line, write exactly: "Order# Return Item Photo" — replacing "Order#" with your actual order number (for example: 12345 Return Item Photo).
  4. Once we review and approve your request, we will email you a prepaid return shipping label.
  5. Pack the bottle securely and ship it back using the label we provide. We recommend using the original packaging or comparable protective packaging to prevent breakage in transit.

Please do not ship any item back to us before receiving an approved return shipping label, as unauthorized returns may not be accepted or refunded.

4. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or you received the wrong item, please contact us within 48 hours of delivery so we can make it right. Email complexsgv@gmail.com with your order number and a photo of the issue, including the product and packaging.

Depending on the situation and applicable law, we may offer a replacement, store credit, or refund. Damaged or defective claims are reviewed on a case-by-case basis and are not subject to the unopened/sealed condition required for standard wine returns.

5. Refunds

Once we receive and inspect your approved return, we will notify you of the outcome.

  • Approved refunds are issued to your original payment method within a reasonable period after inspection. Please note that your bank or card issuer may require additional time to post the refund to your account.
  • Original shipping charges are non-refundable, except where the return is the result of our error (such as a damaged, defective, or incorrect item).
  • We reserve the right to inspect all returned items and to refuse any refund for items that do not meet the conditions of this policy.

6. Cancellations

You may request to cancel an order before it has shipped by contacting our customer support team promptly. Once an order has shipped, it is subject to the return conditions in this policy. We reserve the right to cancel any order in accordance with our Terms and Conditions.

7. Age Verification and Returns

All returns and any reshipment of replacement items remain subject to our age-verification requirements. All shipments containing alcohol or tobacco require an adult signature (21+) with valid government-issued photo identification at delivery. We cannot process returns or replacements in any manner that would violate applicable alcohol or tobacco laws.

8. Shipping Destinations

We ship and accept returns within the United States only. We do not offer returns or refunds for shipments outside the United States, as we do not ship internationally.

9. Contact Us

If you have any questions about this Return & Refund Policy or need help with a return, please contact us:

Complex SGV LLC 704 W Las Tunas Dr, Unit #6 San Gabriel, CA 91776 Website: https://complexonline.net Email: complexsgv@gmail.com Customer Support: (626) 545-2472