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What do you mean by "we guarantee our wines"?

Joelle Nebbe posted this on 7 Jul 2016

We guarantee that our wines are quality wines and a pleasure to drink. We can't guarantee that you will like the style of every single wine but we make sure of the quality. We also try to describe them as precisely as we can so you know what to expect.

Major problem?

We offer a refund or a replacement (agreed with you) if you are sent the wrong wine in error or if a bottle turns out to be corked or is otherwise defective.

Please contact us immediately and we will organise a refund/replacement.

For damage to the bottle or packaging, please take photos (of the packaging also if it was damaged) as it helps us identify the cause and perhaps prevent other problems in the future.

We reserve the right to refund as store credit for issues reported with a long delay.

In rare cases we may request the return of the damaged product before a refund is given so that we can make our own assessment. This is quite rare as it is quite a pain for everyone.

Disappointed with a wine?

If you are disappointed with a wine please let us know.

Maybe it is just a style you didn't like or maybe that bottle has a problem, either way we want to know.

At the very least it will help us to better advise you (and other customers).

At our discretion we may offer you store credit.

In rare cases we may request the return of the damaged product before a refund is given so that we can make our own assessment. This is quite rare as it is quite a pain for everyone.

Mature wines?

We check mature wines on a regular basis to make sure they have continued to evolve nicely. Normal ageing changes are expected and we adapt our description if the flavours evolve.

A certain amount of variation between bottles is to be expected, and some bottles might be just nice, and other outstanding.

Should a bottle be "past it", we will offer you store credit.

 

Please also refer to our returns policy in our terms and conditions on this website.

Of course EU statutory rights are fully respected.

Categories: Customer Service
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