Our return policy is designed to uphold the highest standards of consumer protection while implementing rigorous checks to prevent fraudulent claims, which is essential in the high-value Australian liquor sector.

Immediate Action for Transit Damage

If your shipment sustains damage in transit, you must retain all packaging materials—including the shipping box and internal cushioning. This is a mandatory requirement for us to successfully pursue an insurance claim against the logistics company. Failure to retain the original packaging may unfortunately result in the delay or denial of your claim for a refund or replacement, as it hinders the carrier’s investigation into the handling fault. Claims must be supported by images of the damaged goods within 48 hours of package receipt.

No Returns on Opened Alcoholic Products

For legal and quality control reasons, we cannot accept the return of any alcoholic beverage product that has been opened. Once a bottle’s seal is broken, we can no longer guarantee its integrity or safety, and Australian liquor licensing laws prohibit its resale. Refunds or exchanges are strictly limited to damage, confirmed spoilage, or error on our part before the product was opened.

Exchange Policy for Merchandising and Accessories

Accessories and branded merchandise (such as glassware, openers, or apparel) may be exchanged or returned for a refund within thirty days of purchase, provided they are in their original, unused, and undamaged condition. The customer is responsible for the return shipping costs for accessory returns, but the original shipping fee is non-refundable.

Refund Procedure for Cancelled Orders

If an order is cancelled by the customer before it has been processed for dispatch (typically within an hour of placement), we will issue a full refund, including the shipping fee. However, once the order has been picked, packed, and assigned a tracking number within our 1-3 day processing window, it is considered dispatched, and the customer is responsible for any freight costs incurred, even if the shipment is intercepted and returned.

Data and Fraud Prevention in Returns

All refund and replacement requests are logged and cross-referenced with purchase history and delivery details as a measure against fraudulent claims. We are committed to protecting legitimate customers and ensuring the integrity of our inventory against repeated, suspicious claims of breakage or non-delivery. This due diligence protects our pricing structure for all customers.