Cancellation and Refunds

1.A Products may only be returned upon receiving written approval from us. The goods have to be in their original packaging and condition, and in date. The postage charges are the responsibility of the customer. A handling charge of 20% of the value of the goods will be deducted from the refund or credit given.

1.B You are able to cancel your order within 3 days after the goods are received but you will be liable for the amount payable for the return of the goods to us. Cancellations of goods must be made by email, in writing or by telephone. We strongly recommend you use insured postage for the total value of the goods, as no refunds will be issued on goods that arrive damaged. All credits or refunds will be issued within 30 days of the cancellation if refunding a card payment or we can refund in 14 days if you choose the bank transfer option. Goods should be returned and received by us within 7 working days after the date that the goods were delivered to you. They should be un-tampered with, in their original condition and with their original packaging and delivery slip.

1.C Refunds will not be issued where there are signs of tampering rendering the goods non re-saleable. We do not arrange collections and the service charge for initial delivery is non refundable.

1.D Once dispatched and in the hands of our couriers orders cannot be recalled or stopped due to cancellation. If the order is delivered and the items are still unwanted please follow the above instructions or refuse the delivery. If the delivery is refused and returned by our couriers a £15 charge (INC VAT) will be deducted from the final refund. This applies to UK Mainland deliveries and is the charge passed onto us from our couriers.

1.E Delivery charges cannot be refunded as a service charge is applied on the collection of the consignment. Free delivery services where applicable are subject to a £15 return fee that will be deducted from the final refund if a delivery is refused.


Damaged, Faulty or Unwanted Goods

2.A If the wine is corked, oxidised or appears otherwise out of condition, provided it is still within the recommended drink date and has been stored in suitable conditions, we will arrange to replace the faulty bottle(s) or offer a refund as appropriate.

2.B We reserve the right to collect faulty bottles for inspection so please retain them where possible.

2.C If the goods are damaged or faulty then Winesonline Ltd (trading as will provide a replacement, credit or full refund on the rare occasions a breakage occurs on delivery or the products are faulty. We must be notified of damaged or faulty products within 3 working days of receipt. We will require the faulty products to be returned to us so please keep all the original packing.

2.D In order to process a refund or replacement due to damage or breakage, a clear photograph(s) of the damaged goods will need to be provided.

If replacements are required then this will be sent using a courier service by Winesonline Ltd (trading as at our cost. If the products are returned to us by the couriers following failed scheduled delivery attempts and a failure to collect after a card is left then any further redelivery costs will not be covered by Winesonline Ltd (trading as Click here for more details (Delivery – section 3).

Please note that should the glassware containers be hand made then they may contain bubbles in the glass, uneven glass, variations in size and other anomalies. This is part of the charm of handmade glass and refunds will not be given on the above. All glassware is quality checked by the manufacturers.

We reserve the right to refund and not replace damaged or incorrect items at our discretion. This includes the refunding for part sets. Promotional products that are added/included at no extra charge cannot be refunded if damaged or replaced without a subsequent postage charge being applied subject to availability.

3.A Our order and dispatch system gives each order its own bar code, however on the rare occasion where the products delivered are different to those ordered we must be informed of this within 3 working days of receipt. We will arrange a collection of the incorrect products sent in error and once we have investigated the dispatch records we will notify you of our intentions to correct any such error.

3.B Unwanted items – Please contact us by email (in writing) to cancel your order within 3 working days after the date that the item was delivered to you. Unwanted items must be returned and received by us within 7 working days after the date that the item was delivered to you, however you the customer will be liable for the amount payable for the return and appropriate repackaging as required of the goods to us.  We strongly recommend using an insured and recorded delivery service to the full value of the goods. All returned items must be in their original packaging, in an un-tampered, re-saleable condition with the original delivery slip. Due to the nature of the goods, refunds will not be issued where there are clear signs of tampering rendering the goods not re-saleable.

3.C We do not arrange collections on the return of unwanted Items. Should we be required to arrange any collection of products that have not been returned as required within the 7 working days any charges paid by us to collect or retrieve the goods will be payable in full by the customer, return charges will be arranged by our team once as and when required to do so.  Notification of refunds will be made by e-mail informing of the amount, time and date the refund was made. Although Winesonline Ltd (trading as will aim to issue refunds within 14 working days in accordance of the UK Distance Selling Regulations refunds should be processed within 30 days of the point of cancellation of the contract and Winesonline Ltd (trading as reserve the right to do so.

We reserve the right on any orders with a value over £500 to have a maximum of 50% of the initial order returned for refund at our discretion. We do not offer any sale or return facility and returns are not accepted on any trade account, discounted or special order items.