We take every measure to ensure our wines are stored and delivered in optimal condition. However, certain faults may occasionally occur. Below is our policy regarding specific cases:
1. Cork Taint (TCA)
Cork taint is a natural defect caused by the cork itself.
If reported within 3 days of opening with the original bottle, closure, and remaining wine returned, we will replace the bottle (subject to availability) or issue a credit/refund.
2. Oxidation
We distinguish between natural aging/producer’s house style and premature oxidation.
If confirmed as premature oxidation, we will replace or issue a credit/refund.
Oxidation due to improper storage after delivery or leaving the bottle open too long cannot be covered.
3. Heat Damage
Heat damage may occur during transport or storage.
If the fault is confirmed to have occurred within our supply chain (e.g., leakage, pushed cork, lowered fill level), we will replace or refund.
Damage due to improper storage after delivery (e.g., left in a hot car or under direct sunlight) is not covered.
4. Light Strike
Light damage is rare but can affect certain wines (e.g., whites, sparkling).
If it is shown to have occurred before delivery, we will accept a return/replacement.
Damage caused by customer storage (e.g., prolonged sunlight or strong retail lighting) cannot be covered.
We will replace or refund bottles that show genuine faults (e.g., cork taint, premature oxidation) or damage occurring within our responsibility (e.g., transport, storage before delivery).
If one bottle appears faulty, we may review other bottles from the same batch to confirm whether the responsibility lies with us.
We cannot accept returns for wines that are simply not to personal taste, naturally aged, or damaged due to improper storage after delivery.
