Refund policy
Returns
Wine is a fickle 'everyone is different' industry. We know you may ADORE our wines, or, they may not be to your taste. We offer small tasting options for this very reason. Unfortunately we can't refund you on "it's not my style" but if something's gone horribly wrong, of course, you'll get your money back or we'll replace your order.
Email us at hello@winenotthebrand.com with the subject REFUND and we'll get it sorted ASAP.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Please note:
- wine pouches must be kept refrigerated - wine fridges, storage units, pantries etc are not cold enough to keep the wine stable
- wine pouches are considered 'experimental' - whilst we do our very best, we purchase our wine from wine makers Australia wide. If they change their 'recipe' (more sugar, less sulfur etc), this can impact quality, taste, colour, fermentation speed & create variables.
- Each year winemakers utilise a different vintage of grape, which can result in varying flavours year-on-year. This means you can purchase 'the same rosé' from us 3 years in a row, and we can work with the same wine maker, and the flavour can still alter slightly. This is the magic of agriculture, so if your wines are slightly different in taste, this is why.
- Packaging manufacturers abide by a 2% failure rate - this means that approx 2% of our wine packages may leak from the cap. Please let us know if this happens and we will replace your wine pouch.
- Sometimes, no matter how hard we try, our AUS Post friends are rough with your package & may throw, shake, or leave your wine in the sun. This - obviously - creates damage. When we ship you your wine, we guarantee it's left our facility in 100% perfect condition.
To be eligible for a return:
- Your order must have arrived within 30 days
- Your wine pouches must have been stored in the fridge
- Please send a photo of your wine pouches: front, back & sides so we can identify what's gone wrong
Please do not send your wine pouches back to us without emailing us first.
Refunds (if applicable)
Once we have spoken to you and have received & inspected your photos, we will notify you of the approval or rejection of your refund. If you are approved, then:
- your refund will be processed
- a credit will be sent to you
- or your order will be re-shipped
Option will be based on your preference, what is operationally viable & what we have agreed upon.
Late or missing refunds (if applicable)
If you haven’t received a refund after 14 days, first check your bank account & emails again. You should receive a notification when we process it on our end.
If there is a significant delay, please contact your credit card company or bank as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund after 14 days, please contact us.
Sale items (if applicable)
Sale items will be refunded at Sale prices not at full RRP.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@winenotthebrand.com
Shipping
If we have requested you return your product, you should contact hello@winenotthebrand.com - each case will be dealt with on an individual basis.
