Return & Refund Policy

This policy sets out how Wine Collective Holdings Pty Ltd (ABN 45 003 409 603) and its related bodies corporate (The Wine Collective) manage customer refunds.

We can not offer any returns or changes on Marketplace items and Mystery Wines. In some cases, heavily discounted wines will also be non-returnable, however, these will be specified on the wine page. Vintages may vary for Marketplace items. Generally, the latest available vintage will be delivered to you.

With any returns, the original delivery fee is non-refundable.

 

Breakages

If we are notified by Australia Post that your wines have been damaged in transit, we will contact you and offer you a return or replacement. In the event the wines are no longer available, we will do our best to offer you a similar replacement for the price paid. Please note, this will affect the delivery time of your order.

The risk of damage, loss or deterioration to the product passes to the buyer upon delivery and therefore no refunds are offered for products that are damaged after you have accepted the delivery.

 

Changed mind or need to make an adjustment

Once an order has been placed, our fulfilment systems are all automated, and it may not be possible to make a change. 

If you contact us within 14 days of completing an order, we will attempt to make a change or return the wines if needed, however, a fee or the return shipping costs may apply to all/any changes once the order has been placed. Therefore, we recommend you check the contents and delivery details before placing the order. 

Typically, we strive to have all refunds processed within 14 days of notification or from the date that the remaining wines are returned to us.

Unfortunately, we cannot make any adjustments to Marketplace or Mystery wines.

All returns need to be made within 4 weeks of receiving your return labels.

 

Quality / Taste discrepancy 

If you have ordered a straight case (e.g. 6 or 12 of the same wine), and after trying 1 bottle, you are not happy with the quality, we can arrange a return of the remaining wines. 

All returns must happen within 90 days of purchase, and we will send you a Postal Returns label to take to your local Post Office. 

Once the wines have been returned to our warehouse, we will credit the value of the wines in Loyalty Reward points, which can be used on a future order. Please note, these points can not be refunded in cash and will expire after 12 months.  In order to credit points, you will need to make sure your loyalty rewards account is activated, which can be done here. https://www.thewinecollective.com.au/account/register

If you prefer to have the refund processed to your card, please notify us when requesting the return; please note this may be subject to a fee or the cost of return shipping. 

All recommended cellar times are stored at your own risk, and we advise you try a bottle within 90 days to check the quality before cellaring the remaining wines, as no refunds can be processed after this time.

Unfortunately, we cannot accept any Quality Returns on Marketplace and Mystery wines

All returns need to be made within 4 weeks of receiving your return labels.

 

Exceptions

If The Wine Collective reasonably believes that a buyer is abusing our Refund Policy, The Wine Collective reserves the right to suspend or cancel the Refund in relation to that buyer, cancel any pending orders and/or close that buyer's account.

 

Manufacturer's liability

Subject to any rights you may have under any law, if an item purchased by you with an accompanying manufacturer’s warranty, The Wine Collective will take no responsibility for the content, fulfilment or enforcement of that manufacturer’s warranty. It is your responsibility to contact the relevant manufacturer in relation to all questions and claims relating to the manufacturer’s warranty.

Other than in the circumstances outlined above in our return policy, no returns will be accepted, and no refunds will be made in respect of purchases you make via The Wine Collective Website.