Refund policy

Damaged wine

If the wine has been damaged in transit please let us know immediately so that we can rectify the situation as quickly as possible. We will ask you to supply us with photos of the damaged goods so that we can determine the best course of action. We will either arrange for the damaged wine to be returned to us, supply you with replacement wine (if still in stock) or offer you a refund in full for the affected goods.

Incorrect wine delivered

Despite every effort to supply the customer with the correct wine, we realise that from time to time we will make a mistake and you will receive the wrong wine or vintage. If you have received the wrong wine, please let us know within 48 hours and we will arrange for the goods to be returned and offer you a refund in full for the affected goods. Goods must be returned in exactly the same condition as they were supplied.

Wine not to your taste

We understand that a wine recommended by us and with glowing reviews from other third parties may not appeal to everyone. That is the subjective nature of wine tasting! If you wish to return wine not to your taste, we will be happy to refund in full any bottles returned to us provided you notify us reasonably soon after purchase and that we are satisfied the bottles have been stored and handled correctly in the interim. You will, however, be liable for any initial fees incurred by us together with the return freight fee. Refunds will be processed within 24 hours of receipt of goods.

Faulty wine

Wine can suffer from cork taint, Brettanomyces or premature oxidation, no matter how well it is stored. If you believe a wine is faulty, please reseal the wine with its original cork or screwcap and notify us within 24 hours.

We will notify the winery or its national agent that the wine may be faulty and ask them to replace the bottle. Responsibility for replacement will fall to the winery or national agent and the customer may need to take up claims directly with the winery/agent. If the particular vintage is unavailable, they will typically offer the current vintage as a replacement.

In some cases the wine may need to be returned to us or the winery/agent for testing and/or chemical analysis, so please ensure that the bottle is at least 80% full. If testing determines the wine is not faulty, you will be invoiced for any freight costs associated with its return. 

We trust that customers will assess the inherent risk of purchasing wine and the variable policies of wineries and their agencies and wineries who often will not accept responsibility for faulty wines.

Wine over 10 years old

Every effort is made to ensure the quality of the wine that we sell.  Wine is purchased only from reputable wholesalers or retailers (almost always at the time of release) and is then meticulously stored in our climate controlled warehouse. We inspect all old wine prior to dispatch to ensure it is in excellent condition; i.e. the level is good, there is no seepage, the cork is not pushed and the label and capsules are in good condition. If there is any doubt regarding the drinkability of a bottle, we will contact you. 

A considerable portion of our wine collection would be classified as old or rare. Although these wines have been meticulously stored in our cellar, back vintage wine are unique, especially if sealed under cork, and there will be variation from bottle to bottle. In addition, many customers who only drink young wine and are accustomed to primary fruit flavours may not appreciate the secondary and subtle flavours of aged wine. 

We do not offer a refund on the purchase of any wine that is over 10 years of age. Purchasing old and rare wine carries inherent risks, and as a buyer, you must exercise caution. Old and rare wines are purchased at the buyer’s "risk".