RETURNS AND REFUNDS POLICY – OPERATIONAL FRAMEWORK
PURPOSE
This policy defines the procedural framework for handling return and refund requests arising from orders placed via our international wine and spirits e-commerce platform.
ADMISSIBILITY CRITERIA
To qualify for processing, returned merchandise must be delivered in appropriate condition, materially complete, and accompanied by original packaging and ancillary components where applicable.
REQUEST TIMEFRAME
Applications must be initiated within a reasonable post-delivery window. Specific deadlines, where imposed, shall be communicated at the point of sale.
EXCLUDED CATEGORIES
Returns are generally not accepted for: customised products, certain sealed items following seal breach, and digital content subsequent to access activation.
NON-DELIVERY-RELATED DAMAGE
Where damage is determined to originate from causes other than the initial shipment, proposed remedies shall be calibrated according to applicable rules and the specific circumstances.
RETURN SUBMISSION PROCESS
Within your customer portal, navigate to the relevant order, select the applicable line item, and proceed through the prescribed on-screen workflow to register your application.
RECEIPT AND QUALIFICATION
Upon physical receipt, we perform a structured inspection. Qualification for refund is contingent upon product condition, completeness, and policy compliance.
REFUND EXECUTION
Upon qualification, reimbursement is initiated via the original payment instrument, except where local regulatory requirements mandate alternative channels.
PROCESSING LEAD TIMES
Refund initiation occurs post-qualification. Final settlement durations are dependent upon the processing cycles of the respective payment intermediaries.
EXCHANGE OPTION
Subject to inventory availability, an exchange may be presented as an alternative to refund, where such facility is offered.
STATUTORY GUARANTEES
Applicable legal warranties – including conformity obligations – remain in effect under the relevant jurisdiction.
LOCAL REGULATORY SUPREMACY
Where mandatory local provisions impose conflicting requirements, such provisions shall supersede the terms of this policy.