Returns and Refunds Policy
Thank you for shopping at our online wines and spirits store. We aim to provide you with the best possible customer experience. In the event that you are not completely satisfied with your purchase, we offer a returns and refunds policy to ensure your peace of mind. Please read the following policy guidelines carefully.
- Returns Eligibility:
1.1. We accept returns for products that are damaged, defective, or do not meet your expectations. If you receive a damaged or defective item, please contact our customer support within 48 hours of receiving the product, providing details and supporting evidence (e.g., photographs).
1.2. Due to the nature of our products, we cannot accept returns or exchanges for items that have been opened or consumed unless they are damaged, defective, or do not meet your expectations.
- Return Process:
2.1. To initiate a return, please contact our customer support team either by email ([email protected]) or through our website’s contact form. Provide your order number, the reason for the return, and any relevant supporting information. We will respond to your request within two business days and guide you through the return process.
2.2. If your return is eligible, we will provide you with details on how our courier will collect the item from your address. You do not need to do anything other than liaise with us regarding the collection date. Please ensure that the item is securely packaged to prevent damage during transit. If the item arrives at our depot having been damaged in transit, but wasn’t damaged upon return, your refund will not be processed.
2.3. The customer is responsible for all return shipping costs unless the return is due to our error (e.g., a wrong or defective item).
- Refund Options:
3.1. Upon receiving the returned item, we will inspect it to ensure it meets the eligibility criteria stated in Section 1. If the return is approved, we will proceed with the refund process.
3.2. Refunds will be issued using the original payment method used during the purchase. Please allow up to 10 business days for the refund to be processed and reflected in your account. Note that the processing time may vary depending on your financial institution.
4.1. We reserve the right to deny returns and refunds if the product has been mishandled, misused, or shows signs of tampering.
4.2. We reserve the right to deny returns and refunds if it is requested after 14 days of receiving the order, unless the item is damaged, defective or does not meet your expectations. If the product arrives back to us and after our checks are complete, we deem the product to be up to standard, you will not be refunded.
- Non-Returnable Items:
5.1. For health and safety reasons, we cannot accept returns or issue refunds on alcoholic beverages that have been opened or consumed, except in cases where they are damaged, defective, or do not meet your expectations.
- Customer Support:
6.1. Our dedicated customer support team is available to assist you with any questions or concerns regarding returns and refunds. Please reach out to us through the provided contact channels, and we will be happy to assist you promptly.
Note: This Returns and Refunds Policy is subject to change without prior notice. Please refer to the most recent version on our website for the latest information.
We value your satisfaction and strive to provide you with exceptional service. If you have any further questions or need assistance, please don’t hesitate to contact us.
Last updated: June 2023