Our Returns Policy includes your Australian Consumer Law rights as well as additional entitlements.
The most common fault reported in wine is that of TCA (cork) taint although there are other rare faults that occur in wines under any closure. Our first suggestion is always to open another bottle (should one exist), allow the wine some time to breath (ideally decanted for an hour) then try again. If the second wine is sound, then the initial one opened is probably faulty and we can arrange a credit or replacement (will vary dependent on winery/supplier policy). In all instances we require you to keep the offending wine as a credit or replacement is not possible without it. Our obligation extends to wines wrongly described such as incorrect vintage or bottle size (for example).
We understand regardless of the awards and plaudits afforded a wine that it is not going to be to the taste of every single person that purchases it. Ironically the more we sell of a given wine, the greater the chance that there will be someone out there that doesn't like it.
If you wish to return wine not to your taste or you have changed your mind, we would be happy to refund in full any bottles returned to us (if we are satisfied they have been stored and handled correctly) with a deduction made for our initial freight and insurance fee. This will vary dependant on your location. Please email us before sending any wine so we can expect it. Returns should be sent to the following address and we do request wine is not sent back in times of extreme heat. Refunds will be processed within 24 hours of receipt of goods.
National Head Office
The WineStar Centre
13 McGregors Drive
Keilor Park VIC 3042
Wines Over 10 years Old
Our obligations for return is for faults inherent in the production of the wine, for example, a faulty cork used when the wine was bottled. While you can be assured that our wine is stored under climate-controlled conditions with a strict heat policy when shipped, our refund/returns policy does not extend to wines older than 10 years where faults appearing may be due to wine simply being too old or stored poorly after purchase.
While we still encourage you to contact us should you encounter an older, faulty wine, the older the wine, especially imports, the less likely a claim can be recognised.
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