Refund and Returns Policy


You may return or exchange products, subject to the “cancellation rights” section below, within 14 days of receipt of the goods. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them. To return products we require a receipt or proof of purchase, please contact us on 01243 698838 or email for further instructions..

Items that are exempt from being returned. 

  • Gift Vouchers cannot be returned or exchanged for other items that are not stated on the voucher. They are not exchangeable for other items or monetary value.
  • Items that are not in there original state and packaging.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


Please check your delivery as soon as possible after it arrives. In the unlikely event your delivery has arrived damaged please contact us on 01243 698838 or email for further instructions. We may need to ask for proof of damage to be sent for verification.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Faulty products and damaged goods

If the wine is corked, oxidised or appears otherwise out of condition, provided it is still within the recommended drink date and has been stored in suitable conditions, we will arrange to replace the faulty bottle(s) or offer a refund as appropriate.

We reserve the right to collect faulty bottles for inspection so please retain them where possible.


Please return your product unopened in its original state and in original packaging within 14 days of receiving your parcel and a full refund will be issued minus the delivery and collection costs within 30 working days. Shipping and handling charges are NOT refundable unless the goods delivered were incorrect, damaged or faulty. (This does not affect your statutory rights in the event of faulty goods). If you wish to return items for any other reasons, these cases can be reviewed on an individual basis, so please email or call to discuss. Unwanted items that arrive back to us damaged will not be refunded.

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


You may cancel your order for any reason whatsoever at any time up to 14 working days from the day after the date you receive your wine, provided all of the bottles are unopened and intact.

In order to cancel your order you must call us on 01243 698838 or email

You must inform us of your decision to cancel your purchase by a clear statement, including details of your name, address, details of the order you wish to cancel and, where available, your phone number and email address.

We shall reimburse the price of the wine within 30 days from the date you notify us of the cancellation, subject to the goods being returned to us.

If you wish to cancel your order if your wine is not damaged , corked or undrinkable we ask for the order to be returned in its original packaging and well secured, we cannot be held responsible for the return of goods.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: Vin wine Merchants, 6, Queens Street, Emsworth, Hampshire. PO10 7BL.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at for questions related to refunds and returns.