Returns & Refunds Policy

At Cellared Fine Wine, we are dedicated to providing exceptional service and ensuring your satisfaction with every purchase. If you encounter any issues with your order, please review our policy below and contact us promptly so we can assist you.

Damaged or Faulty Products

If your wine arrives damaged, leaking, or is otherwise faulty, please notify us within two business days of receiving your delivery. We may request photographic evidence to support your claim. Depending on the circumstances, we will offer a suitable resolution, which may include a replacement, refund, or credit.

Incorrect Items

Should you receive an item different from what was ordered, please inform us as soon as possible. We will arrange for the incorrect item to be collected and the correct item delivered at no additional cost to you.

Change of Mind

While we are not obligated under Australian Consumer Law to offer refunds or replacements for change-of-mind purchases, we aim to ensure every client is completely satisfied.

If you wish to return an item for reasons other than damage or error, please contact us within 14 days of delivery. Such requests are assessed on a case-by-case basis and may be accepted at our discretion, provided the wine is unopened, stored correctly, and in its original condition. Please Note our older and back vintage wine policy below.

Older and Back-Vintage Wines

While we take great care to ensure the provenance and storage of older wines, it's important to note that back-vintage wines are not guaranteed in any way. Flavour profiles can change significantly over time, and preferences vary. If you are uncertain about the characteristics of older wines, we recommend consulting with us before making a purchase.

Return Conditions

  • Notification: Contact us within the specified timeframes mentioned above.

  • Condition: Returned goods must be the same as those supplied, with no substitutions, and in the exact condition as delivered.

  • Authorization: Returns must be arranged in advance to allow for proper documentation and collection procedures.

  • Shipping: We recommend registering and insuring your return shipment, as we cannot accept responsibility for items lost or damaged in transit.

How to Initiate a Return

To initiate a return or report an issue, please email us at wine@cellaredfinewine.com.au with your order number, a description of the issue, and any relevant photographs. Our team will respond promptly and guide you through the process.