Returns & Refunds Policy

At Cellared Fine Wine, we take great care in selecting, storing and delivering every bottle. If there is a problem with your order, please contact us promptly so we can assist.

This policy applies to purchases made directly from Cellared Fine Wine and does not exclude or limit any rights available under the Australian Consumer Law.

Damaged Deliveries

Please inspect your order when it arrives. If an item has been broken, damaged or is leaking in transit, please contact us within two business days of delivery.

Email wine@cellaredfinewine.com.au with:

  • Your order number

  • A description of the damage

  • Photographs of the affected bottle, packaging and shipping carton

Please retain the damaged goods and packaging until we have assessed the claim. Where the damage occurred in transit, Cellared will arrange an appropriate replacement, refund or account credit and cover any reasonable return costs.

Reporting transit damage within two business days helps us pursue the matter with the carrier. This notification period does not limit any rights you may have under the Australian Consumer Law.

Incorrect Items

If you receive a product different from the one ordered, please contact us as soon as possible. We will arrange collection of the incorrect product and, subject to availability, deliver the correct item at no additional cost.

If the correct item is unavailable, we will offer an appropriate alternative, account credit or refund.

Faulty or Corked Wine

Occasionally, a recently released wine may be affected by a genuine wine fault, such as cork taint or unintended oxidation.

If you believe a wine is faulty, please contact us promptly after opening it. To allow us to assess the fault, we may ask you to return:

  • The original bottle and closure

  • At least three-quarters of the wine remaining in the bottle

  • Proof of purchase or your Cellared order number

Please do not dispose of the wine, bottle or closure before contacting us.

Once the fault has been assessed, we will provide the remedy required under the Australian Consumer Law. Depending on the circumstances, this may include replacement with the same wine, a suitable alternative, account credit or a refund. Cellared will cover reasonable return costs for products confirmed or reasonably believed to be faulty.

A wine not matching an individual customer’s taste or expectations does not, by itself, mean the product is faulty.

Older and Back-Vintage Wines

For the purposes of this policy, an older or back-vintage wine is a wine that has experienced extended bottle ageing or is offered as a mature or secondary-market release.

Cellared takes reasonable care when sourcing and assessing older wines and will disclose known material condition issues where applicable. However, mature wine is inherently variable. Its condition and drinking performance may be affected by age, cork deterioration, ullage, sediment, previous storage, transport and natural bottle variation.

Accordingly, unless otherwise required under the Australian Consumer Law:

  • We cannot guarantee the flavour, freshness, drinking condition or remaining life of an older wine.

  • Natural development, sediment, cork fragility, ullage consistent with age and bottle variation are not necessarily faults.

  • A wine being past its peak, more evolved than expected or not matching personal taste does not, by itself, entitle the purchaser to a refund.

  • Cork taint, oxidation or deterioration in an older wine will be considered individually, taking into account the wine’s age, stated condition, provenance and any information disclosed before purchase.

Nothing in this section excludes a customer’s rights where an older wine is materially different from its description, has an undisclosed major condition issue, is not authentic, or otherwise fails to meet an applicable consumer guarantee.

If you are uncertain about the likely condition or character of an older wine, please contact us before purchasing.

Change-of-Mind Returns

Cellared accepts change-of-mind returns when you contact us within 14 days of delivery, provided that:

  • The product is unopened and unused.

  • The bottle, label, closure and original packaging remain in the condition supplied.

  • The product has been stored correctly since delivery.

  • The return has been authorised by Cellared in advance.

  • The product is safely returned to us.

Unless otherwise agreed, change-of-mind returns are made at the customer’s cost and risk. We recommend using a tracked and insured delivery service, as Cellared cannot accept responsibility for goods lost or damaged while being returned.

Approved change-of-mind refunds will be calculated less:

  • The original delivery or shipping costs

  • The cost of returning or collecting the goods

  • Any credit-card or payment-processing fees actually incurred by Cellared and not recoverable from the payment provider

No deduction will be made from a refund where prohibited by law or where the return results from an error by Cellared, transit damage or a product failing to meet an applicable consumer guarantee.

Change-of-mind returns may not be accepted for:

  • Bottles that have been opened

  • Products that have been damaged or stored incorrectly after delivery

  • Special-order or specifically sourced products

  • Personalised goods

  • Event tickets or services governed by separate booking conditions

  • Older or back-vintage wines where their condition has changed since delivery

Return Conditions

All returns must be approved by Cellared before being sent. Returned goods must be the same goods originally supplied, with no substitutions, and must include any original packaging supplied with them.

For authorised change-of-mind returns, the customer remains responsible for the product until it is safely received by Cellared.

For faulty, damaged or incorrectly supplied products, Cellared will provide return instructions and cover reasonable return costs where required.

Refund Processing

Approved refunds will be processed within three business days after:

  • The returned goods have been received and inspected; or

  • We have otherwise confirmed that a return is unnecessary.

Refunds will generally be made to the original payment method. Your bank, card provider or payment platform may require additional time to credit the funds to your account after Cellared has processed the refund.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Where a product has a major failure, the customer may be entitled to choose a refund or replacement. For a minor problem, Cellared may choose to provide an appropriate remedy within a reasonable time. A business is entitled to inspect or assess a product before providing a remedy.

This policy does not restrict any rights or remedies available under the Australian Consumer Law.

how to Request a Return

Email wine@cellaredfinewine.com.au and include:

  • Your name

  • Your order number

  • The product concerned

  • The reason for the return

  • Relevant photographs, where applicable

Please wait for return instructions before sending any goods.