Products are not satisfactory
We pride ourselves on customer satisfaction therefore if you have not enjoyed the wine or beer that you have ordered from us, please contact us at email@example.com so that we can organise a refund of the product's purchase price for you. You will need to return the remaining full bottles, which must be stored and handled correctly (note that we only allow 2 of a 12 bottle carton or 1 of a 6 bottle carton to be opened if you wish to obtain a refund). We cannot process any refunds until the wines or beers are received in good condition. Refunds will be usually processed within one working day of receipt of the product. Depending on where you live, the time it may take for your returned product to reach us, may vary. If we find that a customer is continually abusing this policy, then we reserve the right to withdraw this offer for that particular customer.
Damaged or defective products
If you receive any cartons of wine or beer with one or more broken/corked/oxidized bottles, let our support staff know and Grapes and Lager will be happy to refund the amount of the price paid for the damaged bottles. We require you to keep the offending wine/beer as without it a replacement or credit is not possible. Email us at firstname.lastname@example.org if you have any queries on this.
To return your damaged product, you should email us at email@example.com and we will send you an email with a returns form to fill out and a return paid label. Please include your return form with the parcel when sending it back to us. Depending on where you live, the time it may take for your returned product to reach us, may vary.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card within a certain amount of business days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and we will arrange this depending on the particular product.