Refunds & returns

1. Your consumer rights come first

Products must meet the consumer guarantees that apply under Australian Consumer Law, including being safe, of acceptable quality and consistent with their description. This draft policy adds a process for dealing with problems; it does not shorten or replace those rights.

Rights for a genuine product problem are not automatically lost because a bottle has been opened, the original packaging is unavailable or the item was discounted. We do not impose a 24-hour, 48-hour or 14-day cut-off on statutory claims. The time available to reject goods depends on the circumstances and the law.

2. Faulty, unsafe or misdescribed goods

Where a problem is a major failure under the law, you can elect the available refund or replacement remedy. You may also have a right to retain the goods and seek compensation for their reduced value, and to recover other reasonably foreseeable loss where the law provides for it.

For a less serious failure that can be resolved, the business is generally entitled to provide a suitable remedy within a reasonable time. If it does not, further consumer remedies may become available. For a bottled drink, replacement or refund may be more practical than repair. The appropriate response depends on the actual problem.

3. Damaged, leaking or incorrect deliveries

Please tell us as soon as reasonably practicable if a delivery is broken, leaking, missing items or different from your order. If safe, keep the bottle, packaging and delivery label and provide photographs to help us assess and resolve the issue. These requests help investigation and are not an absolute condition of your legal rights.

Do not drink a product you reasonably believe is unsafe. Avoid handling broken glass or posting leaking/damaged alcohol. Contact the business for safe collection, return or disposal instructions. A prompt-report request does not exclude a later valid consumer claim.

4. Assessment and return costs

We may reasonably assess a reported issue and request proof that the product was purchased from us, such as an order reference, receipt or other suitable evidence. We will handle the matter as the seller rather than simply directing you to a manufacturer or delivery company.

Where a product problem is confirmed, reasonable return expenses will be covered or reimbursed as required. We will arrange suitable collection where return would be unsafe or unreasonably difficult. If no product fault is found and an inspection or return charge might apply, we will explain and agree any lawful, reasonable charge in advance.

5. Proposed change-of-mind returns

As a proposed additional service, you may request a change-of-mind return within 14 calendar days after delivery for a bottle that remains sealed, unopened, unused and in saleable condition. Contact the business before sending it back so an approved alcohol-return method and address can be arranged.

For these voluntary returns, the customer would pay the reasonable return delivery cost and the original delivery charge would normally remain non-refundable. There is no proposed restocking fee. These conditions apply only to a change of mind; they do not limit remedies for faulty, incorrect or misdescribed goods. This voluntary policy is awaiting John’s approval.

6. Order changes and cancellation

Ask as early as possible if you need to correct or cancel an order. Before dispatch, we will try to accommodate the request and explain the outcome. Once dispatched, a voluntary return may be needed, unless a different legal remedy applies.

If we cannot supply an order, or cancel it for a genuine stock, payment-security or legal-delivery reason, we will explain what has happened and return money paid for what is not supplied. Any proposed redelivery or customer-requested address-change cost will be disclosed before agreement; consumer rights remain unaffected.

7. How an agreed refund is paid

An approved refund will be processed promptly using the original payment method unless another lawful method is agreed. For a consumer-guarantee refund, the amount and any associated delivery compensation will follow your legal entitlement; use of a product will not be treated as an automatic deduction.

Bank or payment-provider processing times can affect when funds appear. We will confirm processing and help investigate an unexpected delay. Store credit will be offered only as an option where appropriate, rather than replacing a refund you are entitled to receive.

8. Getting help

The live policy must include a working public support email/contact route and safe return arrangements. Those details are still to be confirmed. The current local contact form sends nothing and cannot be used to lodge a real return request. No goods are sold or dispatched through this preview.