Refund policy
At Wine More Cellars, we take great care to ensure that every order is packed accurately and that all wines are stored under appropriate conditions.
Cancellation Before Dispatch
You may cancel an order before it is dispatched by emailing info@winemore.com.au with your order number. A 10% restocking fee applies to the product value of a cancelled order. Any shipping charges you paid are refunded in full, since no delivery takes place. We confirm eligibility and process your refund within 5 business days.
Once an order has been dispatched it can no longer be cancelled, and the change-of-mind terms below apply instead.
Change of Mind After Delivery
If you change your mind after delivery, you may return unopened wine within 14 days of receiving it, provided the bottles, labels and capsules are in original condition. Email info@winemore.com.au with your order number before sending anything back.
Return shipping is at your cost. We recommend a tracked service with secure packaging, as bottles damaged or lost in transit cannot be refunded. Once the wine is received and checked, we refund the product value less a 10% restocking fee. Original shipping charges are not refunded.
Special orders, allocated wines, wines ordered specifically for you, gifts and Shipping Hold orders are not eligible for change-of-mind returns. Opened bottles and bottles with label or capsule damage cannot be returned.
The restocking fee never applies to faulty, damaged or incorrectly supplied items, which are covered below.
Damaged, Faulty or Incorrect Items
If you receive the wrong product, a product damaged in transit, a faulty product, or a wine that is deemed faulty (for example, cork taint or oxidation), contact us within 7 days of receiving your order by emailing info@winemore.com.au, including:
- your order number;
- photographs of the product (where applicable); and
- a description of the issue.
Where appropriate, we may ask that the bottle or product be returned for assessment.
If the issue is confirmed, you may choose a replacement product, a store credit, or a full refund, including any applicable shipping costs.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Where a product has a major failure or does not meet the consumer guarantees under Australian Consumer Law, you are entitled to the remedies provided by law, including the right to choose between a refund or replacement.
Shipping Issues
Risk of loss or damage passes to you upon delivery.
If your parcel arrives visibly damaged, notify both the courier and Wine More Cellars as soon as possible so we can assist with the claims process.
Contact Us
For any questions about cancellations, returns or refunds, reach out:
Wine More Cellars
Email: info@winemore.com.au
Website: https://www.winemore.com.au