Refund policy

🍷 Wine Angels Returns & Refunds Policy (Australia)

At Wine Angels, we pour our hearts into every bottle — celebrating friendship, laughter, and ocean-side moments.

We take great care in packing and shipping every order, and if something goes wrong, we’ll work with you quickly and fairly to make it right.

This policy is designed to be clear, transparent, and compliant with the Australian Consumer Law (ACL).

1) Australian Consumer Law (Your Rights)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund if the product has a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the Australian Consumer Law.

2) If Your Order Arrives Damaged, Faulty or Incorrect

If your order arrives with any issues (for example: bottle damaged, leaking, broken, incorrect item, or missing items), please contact us as soon as possible after delivery — ideally within 48 hours so we can investigate and resolve the matter promptly.

Please email wineangels.au@gmail.com with:

  • your order number

  • clear photos of the issue (including packaging if available)

  • a short description of what happened

Important note:
Please do not dispose of the product or packaging until your claim has been reviewed, as we may need additional information to process your request or lodge a claim with the courier.

3) Outcomes (Replacement, Refund or Store Credit)

Once we assess the situation, we will offer the most appropriate remedy, which may include:

  • a replacement

  • a refund (full or partial)

  • store credit (if you prefer)

Remedies are provided in line with the Australian Consumer Law and depend on the nature of the issue.

4) Change of Mind (No Returns Once Shipped)

Due to the nature of alcoholic beverages, safety requirements, and regulatory obligations, Wine Angels does not accept returns or provide refunds for change of mind once an order has been shipped.

This includes (but is not limited to):

  • ordering the wrong item

  • changing your preferences

  • ordering too many bottles

  • incorrect delivery address provided at checkout

  • being unavailable for delivery

Please review your order carefully before completing checkout.

5) Returns of Alcohol Products

For hygiene and safety reasons, Wine Angels is generally unable to accept returns of alcohol products once delivered, unless required under the Australian Consumer Law (for example: faulty, damaged, or not as described).

If a return is required, we will provide instructions by email.

6) Delivery, Adult Signature & Responsible Supply (18+)

Wine Angels is committed to responsible liquor supply. All deliveries must be received and signed for by a person aged 18 years or older.

If delivery cannot be completed due to:

  • no adult available

  • ID or age cannot be confirmed (where required)

  • delivery location is unsafe

the parcel may be returned to the courier depot or returned to sender. Any reshipping costs may apply.

7) Authority to Leave (ATL) / Unattended Deliveries

If you request the courier to leave your parcel unattended (Authority to Leave), you accept responsibility for any:

  • loss

  • theft

  • tampering

  • heat damage / sun exposure

  • breakage occurring after delivery

Wine Angels cannot be held responsible for parcels left unattended at your request.

8) Heat, Weather & Safe Delivery Responsibility

Wine is a temperature-sensitive product.

Wine Angels takes reasonable care in packaging orders for transport. However, once an order has been delivered (especially under Authority to Leave), Wine Angels is not responsible for heat exposure or spoilage resulting from:

  • parcels left in the sun

  • delayed collection after delivery

  • incorrect delivery address or instructions

We strongly recommend delivering to a location where someone can receive the parcel promptly.

9) Incorrect Address / Failed Deliveries

It is the customer’s responsibility to ensure delivery details are correct at checkout.

If an order is delayed, lost, or returned due to:

  • incorrect address

  • incomplete address

  • incorrect delivery instructions

  • failure to collect from depot within the courier’s timeframe

Wine Angels may not be able to refund shipping costs. Re-delivery fees may apply.

10) Refund Processing Time

If a refund is approved:

  • refunds are issued to the original payment method

  • please allow 5–10 business days for your bank/payment provider to process the refund

  • you will receive an email confirmation once processed

11) Contact Us

If something needs our attention, please reach out — we’re only ever an email away.

We care deeply about your experience, and we believe great wine should always come with great service.

Wine Angels Australia
Email: wineangels.au@gmail.com
Location: South Australia
Liquor Licence No: 57619313
ABN: 17 629 418 917