Returns & Cancellations Policy
DEFINITIONS
"Customer" means the person, firm or company who accepts the Seller's quotation for the sale of Goods, orders the Goods and whose order for Goods is accepted by the Seller.
"Goods" means all those products and services supplied by the Seller.
"Seller" means Wineaway Holdings Pty Ltd
"Terms" means the standard terms and conditions of sale of the Seller as set out in this document to which all Contracts shall be subject. These Terms supersede any terms and conditions of the Customer.
"Orders" means a request by the Customer for Goods subject to these Terms.
The headings in these Terms are for convenience only and shall not affect their interpretation.
INCORRECT OR DAMAGED DELIVERIES
We understand that regardless of the guaranteed provenance and storage, and utmost care we give to all our wines, there may be occasions where a return is required due to circumstances beyond our direct control.
Returns are permitted if the incorrect or damaged Goods were delivered to the Customer (these should be reported to the Seller within 48 hours of delivery). The returned goods must be the same goods as those supplied, no substitutions are permitted. Goods must be returned in exactly the same condition as they were supplied.
Wineaway Holdings recommends that you consider registering and insuring your Goods with your chosen courier before returning them to us. Any loss/damage of returned Goods will result in the entire claim not being covered by our Returns Policy.
FAULTY WINE
Should any wines suffer from cork taint or premature oxidation, Wineaway Holdings takes no responsibility for replacing the product or providing a refund but will commit to working with the Customer to ensure the wine is replaced by the winery or representative of the winery which owns/markets the product (if the product is proven to be faulty). Responsibility for replacement will fall to the national agent for these wines (or the winery involved) and the Customer may need to take up claims directly with the agent/winery. Agencies will typically offer a more current vintage replacement than the vintage presented if that particular vintage is unavailable.
Wineaway Holdings requires any cork tainted or oxidized stock to be re-corked by the Customer (with the original cork) and the bottle to be at least 90% full of the original product. An email notification of the faulty bottle is required within 24 hours of opening to enable us and the Customer to coordinate collection of the wine and return to the appropriate agent/winery for evaluation.
Wineaway’s bottles have been impeccably stored and if oxidation does exist there is no logical reason to believe this has occurred whilst the wine has been in Wineaway’s possession. We trust that clients will assess the inherent risk of the value of the wine and the variable policies of agencies and wineries throughout the world (especially international wineries) who often will not accept any responsibility for faulty wines.
Whilst you can be assured that our wines are stored under precise temperature/humidity-controlled conditions with a stringent heat policy implemented during shipping, our refund/returns policy does not extend to wines older than 10 years where faults appearing may be due to wine simply being past its best or stored incorrectly post delivery.
CANCELLATION POLICY
We offer our clients 24 hours to cancel orders due to change of mind providing the wines are still in our possession and have not been shipped yet. A 2% transaction fee applies based on the total invoice amount (these are the financial costs incurred by us that are non-refundable). An administrative fee of $15 per order also applies.