RETURNS & REFUNDS – YOUR QUESTIONS ANSWERED

WHAT IS THIS POLICY FOR?
To explain how returns and refunds work when you buy wines and spirits from our international online shop.

WHAT CAN I RETURN?
Products must be returned in suitable condition, complete, and with original packaging and accessories where relevant.

HOW LONG DO I HAVE?
Please request a return within a reasonable time after delivery. Specific timeframes may be shown at checkout.

WHAT CAN’T I RETURN?
Personalised items, certain opened sealed products, and digital content after access – these are generally non-returnable.

WHAT IF MY ITEM IS DAMAGED?
If damage isn’t due to the original delivery, we’ll assess and propose a solution based on our policy and the situation.

HOW DO I START A RETURN?
Log into your account, pick the order and item, then follow the on-screen instructions.

WHAT HAPPENS WHEN YOU RECEIVE IT?
We inspect it. Approval depends on condition, completeness, and compliance with our terms.

HOW DO I GET REFUNDED?
We refund to your original payment method, unless local rules say otherwise.

HOW LONG DOES IT TAKE?
We process after approval – final timing depends on your payment provider.

CAN I EXCHANGE INSTEAD?
Yes – if stock is available, we may offer an exchange.

WHAT ABOUT MY STATUTORY RIGHTS?
They remain fully protected – including conformity guarantees.

DO LOCAL RULES APPLY?
Yes – mandatory local provisions take priority over this policy where they differ.