Cancellation and Refunds
Returning your wine is as easy as ordering. All we’ll need is your membership details and where you would like us to collect it from. Contact us to find out more.
Our collections take place within 48 working hours of booking, if any collections fail, please get in touch and we will be happy to rearrange*
*In the event the courier arrives to collect a Booked Collection and the goods are either not available, not packaged or the collection is for any reason refused buy the customer a charge of £15.99 will be passed onto to you.
What is our Returns Policy
We really hope that you enjoy your delivery but if you need to arrange a return, we will collect within 48 hours. Every un-opened and un-tampered with bottle is covered with our 100% Guarantee.
We confidently guarantee every bottle we sell: if a wine fails to satisfy, for whatever reason, we’ll arrange to collect all un-opened and un-tampered with bottles and refund you or replace the wine. We understand it can be tricky to order wine just by a description; which is why we have our guarantee.
1.A Products may only be returned once we have been made aware of the situation. We cannot process returned goods that have made their way back to us without communications and these may be destroyed. The goods have to be in their original packaging where possible, sealed in good condition, and in date. Please be aware once a collection is booked we view this as a contract between Winesonline Ltd and yourself in the event the courier is unable to collect at the agreed time a charge of £15.99 will be passed on or deducted from any refund.
1.B You are able to cancel your order within 5 days after the goods are received. Cancellations of goods must be made by email, in writing or by telephone.
All credits or refunds will be issued within 30 days of the cancellation if refunding a card payment or we can refund in 14 days if you choose the bank transfer option. Goods should be returned and received by us within 3 working days after of the return process being initiated. They should be un-tampered with, in their original condition to qualify for the 100% Money Back Guarantee.
1.C Refunds cannot be issued where there are signs of tampering rendering the goods non re-saleable.
1.D Once dispatched and in the hands of our courier’s orders cannot be recalled or stopped due to cancellation. If the order is delivered and the items are still unwanted please follow the above instructions or refuse the delivery.
Damaged, Faulty or Unwanted Goods
2.A If the wine is corked, oxidised or appears otherwise out of condition, provided it is still within the recommended drink date and has been stored in suitable conditions, we will arrange to replace the faulty bottle(s) or offer a refund without acception*
*We reserve the right to collect faulty bottles for inspection so please retain the packaging where possible.
2.B If the goods are damaged or faulty then Winesonline Ltd will provide a replacement, credit or full refund. We may require the faulty products to be returned to us so please keep all the original packing.
2.D In order to process a refund or replacement due to damage or breakage, a clear photograph(s) of the damaged goods will need to be provided.
If replacements will be sent out immediately* at our cost.
*subject to availability
If the products are returned to us by the couriers following failed scheduled delivery attempts and a failure to collect after a card is left then any further redelivery costs will not be covered by Winesonline Ltd. Click here for more details.
Please note that should the glassware containers be hand made then they may contain bubbles in the glass, uneven glass, variations in size and other anomalies. This is part of the charm of handmade glass and refunds will not be given on the above. All glassware is quality checked by the manufacturers.
We reserve the right to refund and not replace damaged or incorrect items at our discretion. This includes the refunding for part sets. Promotional products that are added/included at no extra charge cannot be refunded if damaged or replaced without a subsequent postage charge being applied subject to availability.
3.A Our order and dispatch system give each order its own bar code, however on the rare occasion where the products delivered are different to those ordered we must be informed of this within 3 working days of receipt. We will arrange a collection of the incorrect products sent in error and once we have investigated the dispatch records we will notify you of our intentions to correct any such error.
3.B Unwanted items – Please contact us by email (in writing) to cancel your order within 3 working days after the date that the item was delivered to you. Unwanted items must be returned and received by us within 3 working days after the date the returns process was initiated. Due to the nature of the goods, refunds will not be issued where there are clear signs of tampering rendering the goods not re-saleable.