Policies

Cancellation, returns & refunds

Your options to cancel and return wine bought from us, and how we put things right if an order is not perfect.

Your right to cancel

Under the Consumer Contracts Regulations 2013 you may cancel your full order for any reason up to 14 days after the day you receive it. To cancel, contact us by email at hello@thewinedepot.co.uk quoting your order number. You then have a further 14 days to return the order in full.

How to return wine

All bottles must be unopened, undamaged and in a resaleable condition, and ideally returned in the original packaging.
The customer will be responsible for the packaging, insurance, cost, and organisation of return postage unless the wine is confirmed to be faulty or if the wrong wine has been sent in error. Once the full order is received by us and checked, the customer will be refunded including any standard outbound delivery charge that was applied.
Our returns address is: The Wine Depot (C/O 92 Or More), Unit 4 Bacton Business Park, Rectory Road, Bacton, Stowmarket, IP14 4LE.

Delivery issues and faulty or damaged bottles

For all delivery related issues please contact us within 48 hours of the delivery being marked as completed by the courier. We are unable to accept courier related issues beyond this time.
Fortunately, modern screwcaps and DIAM cork taint resistant corks have almost eliminated faulty and corked wine issues. However, they are still possible so if you believe you have received a wine that is faulty or corked please return the wine to the bottle and if possible reseal it, we may need it back for analysis. Then at your earlies convenience contact us for advice. Do not open any further bottles unless instructed by our experts to do so. If an issue is found, any collection & replacement, or refund will be organised at no cost to you. Due to storage being so critical to wine we cannot accept claims for wines being faulty or corked beyond 90 days from delivery.
For many issues photo/s may well help us resolve things quickly so if the issue can be seen please send them through.

Refunds

Refunds are made to your original payment method within 14 days of us receiving the returned goods or agreeing a refund is appropriate due to wines being faulty or corked. For cancellations under your statutory rights, if the order is returned in full, we will refund the price of the goods plus any standard outbound delivery cost you originally paid.

Exceptions

For hygiene and safety reasons we cannot accept the return of wine where the seal has been broken, unless the wine is suspected to be faulty and is being returned for the purpose of analysis. Personalised or special-order cases may also be excluded. Nothing in this policy affects your statutory rights.