Refund policy
Cancellation of your order after being either packed or dispatched will incur a 10% handling fee, calculated on the value of your order. This fee is for the customer’s account. Notice of your cancellation must be provided in writing within 7 days from the date on your invoice. All cancellation requests must be signed by the original purchaser. Cancellations are accepted only once the goods return to our cellar undamaged, in their original packaging, within 14 calendar days, and at the customer’s expense.
Note: Vinosity (Pty) Ltd recommends that you use Fastway Couriers or another courier that offers parcel tracking for all returns. Should you choose to use a courier that does not offer tracking and the goods are lost, any refund or return will be null and void.
Customer Satisfaction
Customer satisfaction is the main priority of Vinosity (Pty) Ltd. Should you find any wine purchased to be defective, please contact us and we will endeavour to replace the wine, if a replacement is available. If the wine is no longer in stock, we will credit your account with the purchase price or issue a refund to the same bank account used at checkout.
As we are unable to ensure temperature control once an order leaves the cellar, please ensure that you contact us within 2 days of receiving your order. After this period, the goods are considered to have been accepted in good order.
Incorrect Orders
If you receive an incorrect order without prior notification from us, we will happily exchange the wine for another of equal or lesser value, or refund the original amount charged, provided the wine is returned in its original condition. Due to our strict temperature control standards, goods must be returned within 5 calendar days.
Breakages and Shortages
Please report any breakages or shortages to Vinosity within 2 working days from the date of delivery. Any requests made after this period will be handled at the sole discretion of Vinosity (Pty) Ltd, who reserve the right to refuse replacements once this time period has lapsed.
Vintages
If we are unable to supply a specific vintage offered on the website, we will exchange it for a different vintage of the same wine, where possible. If this is not acceptable to you, you may exchange the wine for another of equal or lesser value or receive a full refund. Refunds will be made to the same bank account used to make the original purchase.
Costs
Any charges for returned or cancelled orders after dispatch are for the customer’s account.
Where wines are defective, or there are breakages in transit or incorrect orders received, the transport costs will be covered by Vinosity (Pty) Ltd.
Please note: We are not able to exchange or refund any wines that are not to your personal preference or taste. You're welcome to contact us prior to purchasing should you need advice on wine selection.