Returns and Refunds

Returns in short

Unopened bottles in their original condition can normally be returned, and damaged or incorrect shipments are always put right. The exact return window must be confirmed by the operator before this store accepts live orders; the process below describes how a return is handled once a window is published.

Before you open the box

Check the shipment while the carrier is still there if you can. Broken glass, a leaking bottle, a pushed cork or a soaking carton should be photographed and, where possible, noted on the delivery record. A delivery note that mentions visible damage makes a claim much quicker to settle.

Damaged in transit

If a bottle arrives damaged, keep the packaging and the broken bottle, take photographs of the carton, the inner packing and the bottle, and contact the support desk within 48 hours of delivery. A replacement is sent where stock allows, and where it does not, the price of the damaged bottle is refunded in full together with the shipping share that belongs to it. Do not send broken glass back through the post.

Unopened returns

For an unwanted bottle, the return must be unopened, with the seal, cap or cork intact and the label undamaged, in the original carton. Write to the support desk first for a return authorisation and packing instructions, because bottles sent back without one cannot be identified and may be refused. Return shipping is normally paid by the buyer unless the fault was ours.

What cannot be returned

An opened or partly consumed bottle cannot be returned for a refund on the grounds of taste, because the product has been consumed and its condition can no longer be verified. A bottle that is faulty — corked, oxidised, or clearly out of condition when it is opened — is a different matter: contact the support desk, describe what you found, and keep the bottle and the cork until the claim is settled. Empty bottles, gift orders that were delivered correctly, and products held past the published return window fall outside this process.

How a refund is issued

Once an approved return arrives and has been checked, the refund is processed to the original payment method within five to ten business days, depending on the bank. Shipping charges are refunded where the shipment was damaged, incorrect or short; change-of-mind returns are refunded for the bottle price only. If a refund has not appeared after ten business days, contact us with the order number and the return tracking reference.

Contact

Questions about this page can go to the Aged Avenue support desk by email at [email protected] or by phone.Registered business details and alcohol licence information are available on request from customer support.