Returns and refunds

We want customers to be happy with wines ordered through the Wine Adventurer Wine Cellar.

This page explains how to request a cancellation, return or refund for a Wine Cellar order.

Nothing on this page affects your statutory rights.

Cancelling an online wine order

If you are a consumer buying online, you may have a legal right to cancel your order within 14 days of receiving the goods.

To cancel, please contact us within 14 days of receiving your order and tell us clearly that you wish to cancel.

You then have a further 14 days to return the goods.

Change-of-mind returns

For change-of-mind returns, bottles must be returned:

  • unopened;
  • unused;
  • in a resaleable condition;
  • safely packed for return;
  • with your order details included.

If bottles have been opened, used, damaged after delivery or handled beyond what is necessary to inspect them, we may reduce the refund to reflect any loss in value. In some cases, this may mean no refund is due for that bottle.

What we refund for a valid cancellation

Where a statutory cancellation right applies and the wine is returned in line with this policy, we will normally refund:

  • the price paid for the returned wine; and
  • the standard outbound delivery charge paid on the order.

If you chose a more expensive delivery option than our standard delivery, we only refund up to the standard delivery cost.

Return postage

For change-of-mind returns, you are responsible for the cost of returning the wine to us or to the return address we provide.

You must use suitable packaging and a suitable tracked or insured delivery service. Wine is fragile and must be packed safely for return.

We are not responsible for returned items that are lost or damaged in transit because they were not packed or sent appropriately.

When refunds are made

We may wait until we have received the returned wine, or until you have supplied evidence that you have sent it back, before processing the refund.

Where a refund is due, we will process it without undue delay and normally within 14 days of receiving the returned goods or proof of return.

Refunds are usually made to the original payment method.

Damaged, faulty or incorrect orders

If wine arrives damaged, faulty or incorrect, please contact us as soon as possible.

Please include:

  • your order number;
  • the wine ordered;
  • photographs of the outer packaging;
  • photographs of the damaged or incorrect items;
  • a short explanation of the problem.

Where the issue is confirmed, we will advise whether a replacement, refund or other solution is available.

If the item is faulty, damaged on arrival or incorrect, we will not treat this as a normal change-of-mind return.

Alcohol and age-restricted deliveries

Wine can only be purchased by customers aged 18 or over.

If delivery is refused because suitable age verification is not provided, or because no adult aged 18 or over is available to receive the delivery, we may need to recover any failed delivery, return or re-delivery costs where permitted.

How to request a return or refund

To request a return or refund, please contact:

Email: info@wineadventurer.co.uk

Please include:

  • your name;
  • your order number;
  • the wine ordered;
  • whether you are cancelling, returning or reporting a problem;
  • photographs if the item is damaged, faulty or incorrect.

We will review your request and confirm the next step.

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