RETURNS & REFUND POLICY
Our Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If in the event your purchase is faulty, damaged or breaches a consumer guarantee we will refund your money or exchange the product upon presentation of your proof of purchase, photographic evidence of proof of damage, and if requested by us, the product must be returned to us. If your purchase incurred a delivery fee, then we will cover the cost of delivery for the return. In the event that your product must be returned to our fulfillment centre, please allow up to 5 business days for your refund to be processed after the product has been received.
Product delivered may vary slightly from image shown due to manufacturer or supplier product variations over time. Every effort is made to ensure the current product images, information and vintages are listed, however variations can occur. If you have any concerns about the product, packaging or vintage, please contact us prior to purchase as this will not be accepted as a valid reason for a return/refund.
CHANGE OF MIND
We do not offer exchanges or refunds for change of mind.
Please note that if your order has been dispatched and you want to cancel the order, request a return to sender during transit or at receipt of delivery, or do not collect your goods from the Post Office within 5 business days, a $20 return to sender fee will be subtracted off your refund total. This covers the fee charged to us by carriers to return goods once dispatched. Please ensure your order details are correct prior to payment as we cannot make any changes to the order once it has been dispatched from our warehouse without the fee being incurred.
DAMAGES
If you receive a delivery with broken bottles or any other damage, simply contact us within 24 hours of delivery. You will need to take photographs of the damage, including how the parcel arrived, delivery packaging and the actual damage as this will be requested once you have made contact. If it is determined the damage occurred during transport and delivery, an online enquiry will be placed with the carrier for investigation. A replacement or refund will be provided once the carrier response has been received. Please note that enquiry resolutions with the carrier can take up to 5 business days and at times this can be extended pending investigation.
We cannot guarantee a replacement or refund will be issued if you failure to notify us within 24 hours of receiving your order.
Risk of damage, loss or deterioration to product passes to the buyer upon delivery and therefore no replacements or refunds are offered for products that are damaged after delivery or are not reported as damaged within 24 hours of receipt of goods.
FAULTY ITEMS
In the event your order was received in a damaged condition that was not caused during transit, a return to sender label will be provided for you to return the item for a replacement or refund. If you do not have access to a printer, you may print your label at most Post Offices. Once the RTS label has been issued, you have 5 business days to return the item to the Post Office. You will be issued with a replacement or refund once the item is in transit back to our warehouse.
NON-DELIVERY
All items are insured during transit to cover non-delivery.
If your parcel hasn't arrived, firstly track your parcel using your tracking email link to see updates on your delivery and estimated delivery date.
If your parcel has not been received and it is more than 3 business days past the estimated delivery time-frame please contact us so we can directly follow up with the carrier to obtain updates on your behalf. Please be patient during the investigation period as we need to confirm your order has been lost or damaged before we can issue a replacement as it may have been misdirected and still on its way to you.
Your parcel is not covered by non-delivery insurance when;
- Your delivery address is to the nominated delivery address as per your order details and tracking shows that it has been delivered and signed for.
- If you are delivering to a business address, anyone who receives mail will be authorised to sign on your behalf. The carriers do not seek out the individual inside a business address to sign for the goods.
- It is outside of 30 days from date of dispatch
- Parcels not signed for at the delivery address will not be insured against loss or damage.
If you claim to have not received your parcel and tracking shows that your parcel has been delivered to your address and signed for by you, we will request a copy of your driver's licence to submit as proof of non-delivery. Replacements or refunds will not be issued until the investigation has been completed.
