FAULTY & POOR QUALITY PRODUCTS
If the stock purchased from Monacellars is faulty, damaged (excluding damage from misuse), or wrongly described (refer to below note about labels and vintages), Monacellars will happily refund your money or exchange the product. All products returned must be in their original condition and packaging.
For some high value products, Monacellars reserves the right to have the product assessed for acceptable quality prior to discussing a suitable remedy with you.
To make a claim under our faulty returns policy, please contact us online or visit us instore.
We will ask you for a valid proof of purchase when returning a faulty product. Some examples of acceptable proof of purchase are your original receipt, tax invoice, a credit card statement clearly showing your purchase at Monacellars.
CHANGE OF MIND RETURN
Monacellars will not refund a product if you have had a change of mind however will offer an exchange for another product, given that the product being exchanged is not of the following:
- Was purchased as an out of date, last chance or deleted stock item;
- Product must be within its use by or best before date
- Still in its originally packaging (e.g. when the product was sold in a carton, the carton must be unopened) and;
- Not opened or damaged and in a re-saleable condition
Please also bring your proof of purchase (for instance your original receipt, tax invoice or a credit card statement clearly showing your purchase at Monacellars) with you when returning a product under the change of mind policy.
HOW TO RETURN OR EXCHANGE?
All refunds need to be made within 4 weeks from purchasing our product.
The fastest way to obtain a return or replace your purchase is to visit your local Monacellars store where our team will be able to assist you immediately. If you are too far away from a Monacellars store, please contact us online to organise the return or exchange.
Unless the product is faulty or the wrong product was delivered, the delivery charge will be deducted from the refund to the customer.
Monacellars does not offer refunds for change of labels or vintages as these may change from our suppliers without notice. If you are after a specific vintages, please contact us for confirmation prior to purchasing.
Note – Fine, Rare, Aged, Vintage and Cellar stock
Unfortunately, we cannot accept any returns based on quality or change of mind for any Cellar, Aged or Back Vintage wines.
Each wine is a premium wine from a specific vintage (year it was created). Invariably every vintage runs out at some point. In the case that you have ordered a pack that contains an out of stock vintage, we will replace it with the latest vintage to keeps things fresh and in accordance with your order.
The Standard Terms & Conditions do not apply to all products purchased from this wine category. While Monacellars will endeavour to ensure prompt delivery without compromising the condition of the wine, Monacellars Delivery Guarantee does not cover heat damage.
The refund will only be payable upon Monacellars receiving satisfactory proof of the loss or damage. If requested, the Buyer must promptly return damaged Goods to Monacellars and provide such other information as Monacellars may reasonably request to assess the loss or damage. This must occur within 4 week of purchase. Standard Terms & Conditions do not apply.