Refund policy

Vineyard Vault (Pty) Ltd Cape Town, South Africa Established 2025

Last updated: January 2025

1. General

All sales are final except as expressly provided in this policy. Due to the nature of alcohol products and applicable licensing regulations, returns and refunds are limited. By placing an order, you accept the terms of this policy.

2. First Bottle Guarantee

We offer a one-time exchange or store credit on the first bottle of any new wine you purchase, if you are genuinely dissatisfied with the product.

Conditions:

  • Limited to one claim per product, per customer
  • Must be claimed within 7 days of delivery
  • Bottle must be at least half full
  • Applies to wine only (excludes beer, spirits, and accessories)
  • Not available for sale items, discounted products, or clearance stock
  • We reserve the right to refuse claims we reasonably consider to be abusive or fraudulent
  • Exchange or store credit only — no cash refunds under this guarantee
  • Store credit is non-transferable and expires 12 months from issue

To claim, contact us with your order number and reason for dissatisfaction. We may require the return of the bottle at our discretion.

3. Damaged or Defective Products

We will consider a refund, replacement, or store credit for products that arrive damaged, broken, or defective (including corked wine).

Requirements:

  • Report within 48 hours of delivery
  • Provide clear photographs of the damaged product and packaging
  • Retain the product and original packaging for inspection or collection
  • Damage must not have been caused by the recipient after delivery

Claims reported after 48 hours may be declined. We reserve the right to:

  • Require return of the product before processing any refund or replacement
  • Inspect the product or packaging
  • Request additional information or evidence
  • Decline claims where damage occurred after delivery

4. Incorrect Orders

If you receive an incorrect item, contact us within 48 hours of delivery with your order number and photographs. If we confirm an error on our part, we will arrange collection and send the correct item or issue a refund for the affected product at our discretion.

5. Change of Mind

We do not accept returns or offer refunds for change of mind, including but not limited to:

  • Ordering the wrong product
  • No longer wanting the product
  • Finding a lower price elsewhere
  • Purchasing more than needed
  • Gifted items not to the recipient's taste

This applies regardless of whether the product has been opened.

6. Exceptions — No Returns Accepted

Returns and refunds are not available for:

  • Products not purchased directly from Vineyard Vault
  • Products without valid proof of purchase
  • Products returned without prior authorisation
  • Products that have been improperly stored after delivery
  • Products damaged due to customer negligence
  • Sale items, clearance stock, or promotional bundles
  • Gift cards or store credit
  • Products where the seal has been broken (except under Section 2 or 3)
  • Bulk or wholesale orders
  • Claims made more than 48 hours after delivery (except under Section 2)

7. Return Process

Do not return any product without prior authorisation. Unauthorised returns will not be processed and may not be returned to you.

To request a return:

  1. Contact us within the applicable timeframe with your order number
  2. Provide photographs and a description of the issue
  3. Await our response and return authorisation (if applicable)
  4. Return the product in its original packaging (if requested)

Return shipping costs are your responsibility unless the return is due to our error or a defective product. We are not responsible for products lost or damaged in return transit.

8. Refund Processing

Approved refunds will be processed within 10–14 working days to the original payment method. We are not responsible for delays caused by banks or payment providers.

Refunds are limited to the purchase price of the affected product(s). Delivery fees are non-refundable unless the entire order was defective or incorrect due to our error.

We reserve the right to:

  • Issue store credit instead of a cash refund at our discretion
  • Deduct a reasonable amount for any product diminution (e.g., consumed portion)
  • Offset refunds against any amounts you owe us

9. Cancellations

Orders may be cancelled before dispatch by contacting us. Once an order has been dispatched, it cannot be cancelled and must be handled as a return (subject to this policy).

We reserve the right to cancel any order at our discretion, including but not limited to cases of suspected fraud, payment issues, stock unavailability, or pricing errors. In such cases, we will refund amounts paid for the cancelled items.

10. Consumer Protection Act

Nothing in this policy excludes or limits your rights under the Consumer Protection Act 68 of 2008 where such rights cannot be excluded by law. Any rights under the CPA are subject to the procedures and timeframes set out in this policy where permitted.

11. Fraudulent Claims

We reserve the right to refuse returns, refunds, or exchanges where we reasonably suspect fraud, abuse, or misrepresentation. We may retain records of claims and refuse future orders from customers who we believe have made fraudulent or excessive claims.

12. Limitation of Liability

To the maximum extent permitted by law:

  • Our total liability for any claim under this policy shall not exceed the purchase price of the affected product(s)
  • We shall not be liable for any indirect, consequential, or special damages
  • We are not liable for any loss arising from delay in processing refunds

13. Changes to This Policy

We reserve the right to modify this Return and Refund Policy at any time without prior notice. Changes are effective upon posting to this website. The policy applicable to your order is the version in effect at the time of purchase.

14. Contact

For return and refund enquiries:

Vineyard Vault (Pty) Ltd Email: [returns@vineyardvault.co.za] Phone: [+27 XX XXX XXXX]

Drink responsibly. Not for sale to persons under 18.