Returns & Refunds Policy

1. Overview

At Fine Wines World Cellar, we take quality seriously. Our return policy covers situations where things go wrong due to product defects, packaging issues, or courier damage. We will also always make things right when we make a mistake on our end.

For most claims, we ask that you get in touch within 30 days of confirmed delivery. However, if a wine is genuinely faulty due to a production defect, we will honour a full refund regardless of when the fault is discovered, including after the bottle has been opened. Faulty wine will always be refunded properly.

2. What We Cover

We will offer a refund or replacement for any of the following:

  • Faulty wine due to a production defect (see note below)
  • Damage caused during packaging at our end
  • Damage caused by the courier in transit (broken bottles, leakage)
  • Wrong product sent (incorrect SKU or item under a brand)
  • Wrong vintage sent

For any errors on our part, such as sending the wrong item or wrong vintage, we will issue a full refund or send the correct product at no extra cost. No questions asked.

3. High-Value Orders ($100 and Over)

We take care of every order, but for higher-value bottles we may need a little more information before processing a refund or replacement. This is to protect both parties and ensure claims are handled fairly.

What we may ask for:

For orders valued at $100 or more, we may request supporting evidence before approving a refund or replacement.

Corked or faulty wine: Higher-value bottles may need to be examined before a refund is issued.

Transit damage: We require either photo evidence of the damage or written acknowledgement from the courier company.

We aim to resolve all claims quickly and fairly. If you are unsure what to provide, just contact us and we will guide you through it.

4. What Is Not Covered

Our return policy does not cover the following situations:

  • Change of mind after purchase
  • Dislike of taste or style (wine descriptions are provided to help you choose)
  • Damage caused after delivery due to improper storage or handling
  • Non-fault claims made more than 30 days after confirmed delivery

If you are unsure whether your situation qualifies, reach out to us anyway. We will do our best to find a fair resolution.

5. How to Make a Claim

Making a claim is straightforward. Just follow these steps:

  1. Contact us as soon as possible. Email us or use the contact form on our website. Please include your order number so we can locate your purchase quickly.
  2. Describe the issue. Let us know what the problem is. Be as specific as you can, for example whether the bottle arrived broken, the seal was damaged, the wine tastes faulty, or the wrong product was sent.
  3. Provide supporting evidence if requested. For transit damage, we will need photos or courier acknowledgement. For corked wines of higher value, we may arrange an examination. We will let you know exactly what is needed.
  4. We will sort it out. Once we have what we need, we will confirm whether a refund or replacement is appropriate and process it promptly.

6. Contact Us

If you have any questions about this policy or need to make a claim, please get in touch. Our team is happy to help.

Website: finewines.co.nz/contact-us/

Last updated: April 2025  |  Fine Wines World Cellar  |  finewines.co.nz

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