Refund policy

Refund & Return Policy

General Policy: All Sales Final Due to the sensitivity of wine to temperature and storage conditions, and to guarantee provenance and quality, we do not offer a "30-day return" policy. All sales are final. We do not accept returns or refunds unless the item arrives physically broken (shattered bottle).

We do not accept returns or refunds for:

  • Change of mind or incorrect ordering.

  • Personal taste preference.

  • Claims without video proof.

Damages and Issues (Mandatory Requirement: Unboxing Video) This is the ONLY way to qualify for a refund or replacement. To protect both parties, if you claim that an item arrived damaged (broken bottle), you must provide an "Unboxing Video" as proof.

Video Requirements: The video must clearly show the breakage of the bottle while it is still inside the packaging box. We need to verify via video that the damage occurred during transit.

Please Note: Photos alone are NOT accepted as valid proof. If you cannot provide a video showing the breakage inside the box, we will not be able to process any claim or refund.

If you have valid video evidence, please contact us at contact@thewineshelf.co within 12 hours of delivery with your Order Number and the video file.

Exceptions / Non-Returnable Items Aside from breakage during transit as described above, we explicitly do not accept returns for:

  • Corked / Tainted Wine: Wine is an organic product. Once delivered and signed for, we cannot verify storage conditions. Therefore, we do not accept returns for bottles suspected of being corked, oxidized, or heat-damaged.

  • Cosmetic Imperfections: Minor scuffs or stains on labels or capsules that do not affect the integrity of the wine.

  • Sale Items or Gift Cards: All sale/clearance items are final sale.

Exchanges We only offer exchanges for items with video-proven transit damage. If the exact vintage/label is in stock, we will arrange a replacement. If the item is out of stock, we will issue a full refund. We do not accept exchanges based on taste or preference.

Refunds Once we have received and inspected your "Unboxing Video," we will notify you if the refund is approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at contact@thewineshelf.co.

Language Disclaimer This policy is written in English and may be translated into other languages. In the event of any discrepancy or dispute between the English version and any translated version, the English version shall prevail.