Refund policy

Returns, Refunds & Subscription Terms

1. Your Right to Cancel (Distance Sales)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.

To exercise your right to cancel, you must notify us in writing within 14 days of delivery.

You then have a further 14 days to return the goods.

Returned items must be:

  • Unopened
  • In their original condition
  • In their original packaging

We may reduce your refund if the value of the goods has been diminished through handling beyond what is necessary to establish their nature and characteristics.

2. Return Collection – Change of Mind

We will arrange collection via our nominated courier.

You must:

  • Be present at the agreed collection address
  • Ensure goods are securely packaged

If a collection is missed due to customer unavailability, additional charges may apply.

For change-of-mind cancellations, a £15 collection fee will be deducted from your refund. This reflects the direct cost of return transport.

3. Refunds – Change of Mind

If you cancel your entire order within the statutory cancellation period, you will receive:

  • A refund of the full price paid for the goods
  • A refund of the standard outbound delivery charge originally paid

The £15 return collection fee will be deducted from your refund.

If only part of an order is returned, we will refund the price of the returned goods only. Original delivery charges will not be refunded in this case.

Refunds will be processed within 14 days of receiving the returned goods (or evidence of return) and will be made via the original payment method.

4. Faulty, Damaged or Incorrect Goods

Under the Consumer Rights Act 2015, goods must be:

  • As described
  • Of satisfactory quality
  • Fit for purpose

If your order arrives visibly damaged in transit, we ask that you notify us within 48 hours of delivery where possible so we can promptly investigate with the courier.

However, this does not affect your statutory rights.

If goods are faulty, damaged, or not as described:

  • You are entitled to reject them within 30 days of delivery for a full refund.
  • We will arrange collection at no cost to you.
  • No £15 collection fee will apply.
  • Original delivery charges will be refunded where the full order is rejected due to fault.

After 30 days, we may offer a repair, replacement, or refund in accordance with your statutory rights.

This includes faulty wine (for example, cork taint), subject to reasonable verification.

5. Subscription Orders

By purchasing a subscription, you agree to recurring deliveries at the selected frequency.

You may cancel your subscription at any time via your account or by contacting us before your next cut-off date.

The 14-day cooling-off period applies to your first subscription order.

Subsequent recurring deliveries are treated as separate contracts and may be cancelled before the next cut-off date.

If a subscription delivery has already been dispatched, standard returns provisions above apply.

6. Alcohol Sales & Age Verification

By placing an order, you confirm that:

  • You are aged 18 years or over.
  • You may be required to provide valid photo ID on delivery.

We reserve the right to refuse delivery if age verification cannot be completed.