Last updated: 30 June 2026

We want you to be delighted with every bottle. This policy explains when and how refunds and replacements are available.

Damaged, Faulty or Incorrect Items

If a wine arrives damaged, leaking, or is not the item you ordered, please contact us within 48 hours of delivery with your order number and clear photos. We will arrange a replacement or a refund.

Change of Mind

For health, safety and legal reasons, alcoholic beverages cannot be returned or refunded once they have been dispatched or collected, unless they are faulty, damaged or incorrectly supplied.

How to Request a Refund or Replacement

1. Email hello@winellar.com (or message us on LINE @winellar) within 48 hours of delivery.
2. Include your order number, the item(s) affected, and photos where relevant.
3. We’ll confirm the next steps, including any return arrangements.

Refund Method & Timing

Approved refunds are issued to your original payment method. Please allow up to 14 business days for the refund to appear, depending on your payment provider.

Order Cancellations

If you need to change or cancel an order, contact us as soon as possible. We can usually accommodate changes before your order has been dispatched.