Returns & Refunds.

Last updated: November 2025

We aim to deliver wines in excellent condition. This policy explains when and how we can offer returns, exchanges or refunds for orders placed on weinlah.com.

1. General Principle

Due to the nature of wine and alcohol, we generally do not accept returns or exchanges for change of mind once the order has been delivered in good condition.

2. Damaged, Incorrect or Missing Items

2.1 If you receive products that are:

  • Broken or leaking,

  • Visibly damaged,

  • Not what you ordered (wrong label, vintage, format), or

  • Delivered in incorrect quantities,

please notify us as soon as possible – ideally within 7 days of delivery.

2.2 When you contact us, please provide:

  • Your order number,

  • A description of the issue, and

  • Photos of the affected bottles, packaging and delivery label (where applicable).

2.3 After assessment, we may, at our discretion, offer one of the following remedies:

  • Replacement of the affected bottle(s);

  • A credit note to be used on future purchases; or

  • A partial or full refund of the affected amount.

3. Corked or Faulty Wines

3.1 Wine is a natural product and, on rare occasions, may be affected by cork taint or other faults.

If you suspect that a wine is faulty (e.g. corked), please:

  • Keep the bottle, cork, and remaining wine; and

  • Contact us as soon as you notice the issue, with your order number and details.

3.2 We may request that the bottle be returned for evaluation. If we confirm a fault, we will generally offer a replacement or credit for that bottle.

3.3 Very old wines (typically 10 years or older) can carry inherent risk due to age and storage sensitivity. We take care in our sourcing and storage, but such bottles are often sold at the buyer’s risk, and we may not always be able to offer refunds or replacements where the wine’s condition is consistent with its age.

4. Non-Returnable Items

Unless required by law, we do not accept returns, exchanges or refunds for:

  • Products that have been opened, significantly consumed, or not kept in appropriate storage conditions after delivery (e.g. exposed to heat or sun).

  • Sale, clearance or special promotion items clearly marked as non-returnable.

  • Gift cards or vouchers.

5. Returns Process

Where a return is approved:

5.1 We will inform you of the return method, which may include:

  • Collection by our delivery partner; or

  • Drop-off at a designated point (if applicable).

5.2 Please ensure the bottles are safely packed to minimise any further damage in transit.

5.3 If the return is due to our error (e.g. wrong item, damaged on arrival), we will generally bear the cost and risk of return. If the return is requested for other reasons and accepted at our discretion, you may be responsible for return costs.

6. Refunds

6.1 Approved refunds will usually be processed using the original payment method where possible.

6.2 Please allow a reasonable processing time (typically 7–14 working days) for the refund to appear, depending on your bank or payment provider.

6.3 If a refund cannot be processed back to the original method (e.g. expired card), we may offer a refund via bank transfer or store credit instead.

7. Order Cancellations (Before Dispatch)

7.1 If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

7.2 If your order has not yet been processed or shipped, we may be able to cancel it and issue a full refund.

7.3 Once the order has been prepared for delivery or dispatched, cancellation may no longer be possible, and the standard Returns & Refunds terms will apply.

8. Your Responsibilities

By placing an order with us, you agree to:

  • Check your delivery promptly and notify us of any issues in a timely manner;

  • Store wines in an appropriate environment (cool, away from direct heat or sunlight);

  • Provide accurate information and act in good faith when raising any return or refund request.

9. Contact for Returns & Refunds

If you have any questions about returns, exchanges or refunds, please contact us through either of the following channels:

  • Contact Form: Use our Contact Form on the website.

  • WhatsApp: You may also contact us using the floating WhatsApp chat button on our homepage.