Refund Policy / Quality Guarantee
To ensure that you have a great online wine buying experience, every wine sold through the The Vine House website is tasted and reviewed by our expert tasting panel. Wines considered by our panel to be of inferior or poor quality are simply rejected and are not listed on our site.
In the rare instance that you are not satisfied with a wine purchased from The Vine House (other than a wine marked as "Sold as is - no refunds or returns accepted"), then we are more than happy to provide you with a full refund for purchases of the relevant wine by you (excluding freight costs). Provided you let us know that you are not satisfied with the wine within 30 days of buying the wine, we’ll refund you in full (excluding freight costs) an amount equal to the value of your remaining unopened bottles plus one opened bottle only. Please note that if more than two (2) bottles are opened from a carton then we cannot accept any returns.
Typically you will be required to return the remaining unopened bottles of the wine in question to The Vine House Offices for a quality inspection, and you will assume responsibility of risk and all associated freight costs. All refunds are processed within 7 days of your notification or from the date that the remaining wines are returned to us.
If The Vine House reasonably believes that a buyer is abusing our Quality Guarantee, The Vine House reserves the right to suspend or cancel the Refund Policy / Quality Guarantee in relation to that buyer, cancel any pending orders and/or close that buyer's account.
Please note that our Refund Policy / Quality Guarantee does not apply to goods that are marked as "Sold as is - no refunds or returns accepted", or for wine that is from a vintage 5 years or more prior to the purchase year.
Risk of damage, loss or deterioration to product passes to the buyer upon delivery and therefore no refunds are offered for products that are damaged after delivery.
If you require further information or would like to submit a claim, simply contact a member of our Customer Service Team on (08) 6454 0225 or email us email@example.com
If you receive a case of wine with one or more broken bottles, simply let us know within 2 working days of the date of delivery and The Vine House will issue you with an account credit equal to the price paid by you for the broken bottles.
No Other Refunds
Other than in the circumstances outlined above in Refund Policy / Quality Guarantee and Breakages, no returns will be accepted and no refunds will be made in respect of purchases you make via the The Vine House Website.
Subject to any rights you may have under any law, if an item purchased by you with an accompanying manufacturer’s warranty, The Vine House will take no responsibility for the content, fulfilment or enforcement of that manufacturer’s warranty. It is your responsibility to contact the relevant manufacturer in relation to all questions and claims relating to the manufacturer’s warranty.
This policy may change over time. All changes will be published on this website. The amended policy will apply between us whether or not we have given you specific notice of any change.