This Refund Policy (“Policy”) applies to the following purchases: Purchases through vinoandu.com
1. General
(a) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
(b) Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
(c) Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
2. Australian Consumer Law
(a) Under the Australian Consumer Law:
(i) Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled
(a) to cancel the purchase;
(b) to a refund for the price of the goods;
(c) compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.
(ii) If the failure with the service does not amount to a major failure, you are entitled to to a re-supply of the goods within a reasonably time, or to cancel the purchase and be provided with a refund of any price paid.
(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
(f) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
(g) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.
3. Eligibility for Refunds
3.1. Cancellation and Change of Mind
In the event that you receive the products or services you have purchased, as stated, but that you simply change your mind, we may, at our sole discretion, offer you a refund or exchange, provided that:
(a) You notify us within 3 days of receipt.
(b) In the case of services, the services have not already been performed.
(c) The following conditions are satisfied:
(i) Product has not been used;
(ii) Product has not been damaged;
(iii) Product must be returned with original receipt
(iv) You bear the full cost of return shipping
3.2 Products Damaged During Delivery
(a) In the event that the product you ordered has been damaged during delivery:
(i) Please contact us as soon as possible, at the latest within 3 days of receiving products.
(ii) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
(b) We will arrange to repair or collect the damaged product and replace it with an equivalent product, or refund it, provided that you have contacted us within 3 days from the date of receiving the product.
3.3 Exceptions
(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
(b) You misused the said product in a way which caused the problem.
(c) You knew or were made aware of the problem(s) with the product or service before you purchased it.
(d) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(e) Any other exceptions that apply under the Australian Consumer Law.
4. Shipping Costs for Returns
(a) In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.
(b) If the Returned Product is the result of a change of mind, then you are responsible for organising for the Returned Product to be returned to us, including the cost. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
5. Response Time
(a) We aim to process any requests for repairs, replacements or refunds within 3 days of receipt
(b) We will acknowledge the Refund Request within 1 day of the receipt off your request and will process the request for a refund within 7 business days
(c) We will keep you informed of the status by providing communication updates through emails or by phone
(d) Your responsibilities as the customer include actions required to facilitate the refund process in terms of returning products, providing proof of purchase, to qualify for a refund.
Contact Us
(a) If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: [email protected]
6. Product Returns and Store Credit Options
6.1 Damaged, defective or incorrect products
(a) If you receive an item that is damaged, defective or incorrect, you must notify us within 3 days of receipt of the item.
(b) To report a damaged, defective or incorrect item, please contact our customer service team at [email protected], providing your order number, a description of the damage or defect, and any supporting photographs.
(c) Upon receiving your notification, we will review your claim and, if the item is confirmed to be damaged, defective or incorrect, we will offer you one of the following remedies:
(i) A replacement item at no additional cost, subject to item availability.
(ii) A full refund of the purchase price, including any shipping costs incurred.
We reserve the right to request the return of the damaged, defective or incorrect item before issuing a replacement or refund. If a return is requested, we will provide you with a prepaid shipping label to return the item to us.
6.2 Gift returns
(a) If you received an item as a gift and need to return it, please notify us within 3 days of receipt. To initiate a gift return, contact our customer service team at [email protected], providing the order number and a description of the reason for the return.
(b) The product needs to returned, unopened in the original packaging to be eligible for a refund
(c) Upon receiving your notification, we will review your request and, if the return is approved, we will offer you one of the following options:
(i) A replacement item of equal value, subject to item availability.
(ii) A store credit for the value of the item o be used towards any future purchase.
(iii) Store credit cannot be redeem for cash.
(d) We reserve the right to request the return of the original item before issuing a replacement or store credit. If a return is requested, we will provide you with a prepaid shipping label to return the item to us.
(e) Please note that refunds cannot be issued for gift returns, and only the gift recipient can initiate the return process.
6.3 Product return process
If you wish to return an item, you must notify us within 3 days of receipt of the item. To initiate the return process, please follow these steps:
(a) Contact Customer Service: Reach out to our customer service team at [email protected], providing your order number, a description of the item you wish to return, and the reason for the return.
(b) Receive Return Authorisation: Once we receive your request, we will review it and provide you with a return authorisation number and instructions for returning the item.
(c) Package the Item: Securely package the item in its original packaging, including all accessories, manuals, and documentation.
(d) Prepaid Shipping Label: If applicable, we will provide you with a prepaid shipping label. Affix the label to the package and ensure the return authorisation number is clearly marked on the outside of the package.
(e) Ship the Item: Drop off the package at the designated shipping carrier location or arrange for a pickup, as instructed by our customer service team.
(f) Inspection and Processing: Once we receive the returned item, we will inspect it to ensure it meets the return conditions. If the item is approved, we will process your refund, replacement, or store credit as per our return policy.
Please note the following:
Items must be returned in their original condition, including all packaging and accessories.
Refunds, replacements, or store credits will be processed within 5 days of receiving thereturned item.
Any shipping costs incurred for the return may be deducted from the refund amount, unless the return is due to a defective or incorrect item.
6.4 Non refundable items
Please note that certain items are non-refundable. These include:
(a) Clearance items
(b) Items marked as “Final Sale”
(c) Custom or personalised products
(d) Gift cards
For non-refundable and clearance items, all sales are final. No returns, exchanges, or refunds will be issued, except in cases where the item is damaged or defective upon receipt. In such cases, you must notify us within 3 days of receipt, and the process for handling damaged or defective items will apply as outlined in our Damaged, Defective or Incorrect Items Clause 6.2.
7. Service Related Refunds
We strive to provide high quality services, and ensure customer satisfaction. If you’re not satisfied with our service, you may eligible for a refund under the following conditions:
(a) Where we have established in consultation with you that service provided to you as the customer was inadequate, we will consider your request for a refund.
(b) Refunds are not available for services fully rendered, but partial refunds are considered for partially completed services at our discretion.