Returns & Refunds Policy — Cellars.com.au

1) Purpose and scope

This policy applies to all wine and ancillary products sold online and fulfilled by our drop-shipping partners to Australian addresses. It sets clear conditions that minimise unnecessary returns while fully honouring consumer guarantees under the Australian Consumer Law (ACL). Nothing in this policy is intended to limit or excludes your rights (or the remedies available) under the ACL.

2) Core principles under the ACL

  • If a product fails to meet a consumer guarantee (e.g., not of acceptable quality, not as described, or unfit for purpose), you are entitled to a remedy.
  • For a major failure, you may choose a refund or replacement or ask for compensation for any drop in value of the product.
  • For a minor failure, we may choose to replace, repair (where applicable), or refund.

We do not offer returns for change-of-mind purchases.

3) Change-of-mind

  • No change-of-mind returns on any alcoholic beverages or gifting/packaging.
  • If we explicitly offer a goodwill return on a non-faulty accessory (e.g., glassware), it must be unopened, in resaleable condition, returned within 14 days of delivery with proof of
    purchase.
  • For goodwill returns (where offered), return shipping is at the customer’s cost and a restocking fee (up to 15%) may be deducted. (Restocking fees never apply to faulty goods.

4) What qualifies as a fault (examples)

  • Transit damage to bottles or packaging that compromises product integrity (e.g., broken, leaking).
  • Incorrect item (wrong vintage, varietal, or producer compared with the order).
  • Quality defects such as pronounced cork taint (TCA) or premature oxidation.
  • Not as described, including mislabelling or material deviation from product listing.

What is not a fault (examples)

  • Label/box scuffs or minor cosmetic imperfections that do not affect product quality.
  • Natural wine characteristics (e.g., tartrate crystals, harmless sediment, bottle variation) within reasonable bounds.
  • Vintage updates where listings specify “latest vintage” or supply notes indicate rolling vintages.
  • Taste preference or change of mind after opening.

5) Reporting timeframes and evidence

  • Transit damage / wrong item: Report within 48 hours of the courier’s delivery timestamp. Include order number, photos of the outer carton, inner packing, shipping label, and
    affected bottles.
  • Quality defects discovered after opening: Reseal immediately, retain at least 75% of the contents, and contact us within 7 days of opening with photos and a description of the
    fault.
  • If an assessment is required, we may request the return of the bottle(s) and/or arrange a collection. For valid ACL claims, we cover reasonable return shipping.
  • Late notice does not extinguish ACL rights; however, prompt notice helps us validate and resolve claims efficiently.

6) Remedies

  • Major failure: Your choice of refund or replacement (subject to stock availability) or you can ask for compensation for any drop in value of the product(s).
  • Minor failure: Replacement (same product; if unavailable, a like-for-like substitute of equal or higher value) or refund at our discretion.
  • Refunds are processed to the original payment method. Standard processing is 3–7 business days from approval.
  • If only part of an order is affected, we remedy the affected items only.

7) Deliveries, redelivery and non-delivery

We ship to the address provided at checkout. If the address is incorrect, the consignee is underage, or delivery is refused or uncollected and the parcel returns to sender unopened,
we can:

  • Reship on request (additional shipping charges apply), or
  • Refund the product price less actual outbound shipping and a restocking fee (up to 15%).

If you select Authority to Leave (ATL), delivery is deemed completed when the courier records delivery at the address. After recorded delivery, loss/theft risks at the premises are the customer’s responsibility. (This does not limit remedies for goods that were damaged before delivery, or otherwise fail ACL guarantees.)

8) Warm-weather safeguards (to reduce avoidable quality issues)

  • We may delay dispatch during extreme heat to protect wine quality.
  • Cold-pack and/or temperature-conscious shipping methods may be used at our discretion.
  • These safeguards reduce the risk of heat damage in transit while ensuring compliance with ACL guarantees.

9) Proof of purchase and assessment

  • Proof of purchase (order confirmation, tax invoice, or bank or credit card statement) is required.
  • We may require reasonable inspection (photos, return of product, or third-party evaluation).
  • Please retain all packaging until your claim is resolved.

10) Returns address & authorisation

Returns are not accepted without a Return Authorisation (RA) issued by our support team.

Once your claim is approved, we’ll provide RA details and either:

  • a prepaid return label (for ACL faults), or
  • return instructions (for goodwill returns where offered).

11) Exports and jurisdiction

  • This policy and all sales are governed by the laws in force in of South Australia and the ACL.
  • We sell and deliver only to persons 18 years or over. Delivery requires a person of legal age to accept.

12) How to lodge a claim

  1. Email support with order number and issue summary.
  2. Attach clear photos (see section 5).
  3. Keep the product and packaging intact until we advise next steps.
  4. On approval, follow the RA instructions for replacement/refund.

Practical examples (to set expectations clearly)

  • Broken bottle on arrival: Report within 48 hours with photos → replacement or refund approved.
  • Received incorrect vintage: If listing guaranteed a specific vintage, replacement or refund; if listing stated “latest vintage,” this is not a fault unless materially misdescribed.
  • Cork taint detected after opening: Retain 75% of contents, notify within 7 days → replacement (or refund if major failure).
  • Didn’t like the wine: No change-of-mind returns.
  • Parcel returned due to wrong address: Refund less shipping and up to 15% restocking, or pay for redelivery.

Contact

Customer Support
Email: [email protected]
Business hours: Mon–Fri, 9:00–17:00 (ACST)
Returns (RA): Provided upon claim approval