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Refund, Cancellation & Exchange Policy

Last updated: 19 October 2026

1. Refund Policy

We offer refunds under the following conditions.

Refunds may be granted in cases such as:

  • The wrong product was provided
  • The product is defective (for example, a corked wine)
  • The product was damaged during shipping (for example, a broken bottle)
  • The product was tampered with (for example, a broken capsule or seal)

To be eligible for a refund, you must notify us within 48 hours of receiving the product, along with supporting evidence (e.g., photos, proof of issue). If you prefer, we can replace the bottle instead.

We do not offer refunds for a change of mind.

Approved refunds will be processed to the original method of payment within 14 days, depending on the issuing bank or payment provider. Orders paid in cash on delivery are refunded by bank transfer or in cash.

Exceptions

Refunds may not be available for certain items, including but not limited to:

  • Bottles that have been opened, unless the wine is faulty
  • Signed bottles and bottles with a personal dedication, once prepared, unless they are faulty
  • Products damaged after delivery, for example by heat or poor storage

2. Cancellation Policy

Orders may be cancelled free of charge until they leave the estate, provided that:

  • The order has not yet been dispatched
  • The order does not include signed or dedicated bottles that are already being prepared

Cancellation requests must be submitted by email to [email protected] or by phone on +961 78 987 888.

Important

  • Signed and dedicated bottles cannot be cancelled once their preparation has started.
  • If an order is cancelled, any amount already paid is refunded as described in section 1.

3. Exchange Policy

We offer exchanges under the following conditions.

Exchanges may be accepted if:

  • The wrong product was delivered
  • The product is defective or damaged
  • The item does not match the description

Requests for exchange must be made within 48 hours of delivery.

Items must be returned unopened, in their original packaging, unless defective.

A bottle is exchanged for the same wine or, if it is no longer available, for another wine of equal value, or refunded.

Exclusions

  • Opened bottles, unless faulty
  • Signed or dedicated bottles, unless faulty or damaged
  • A change of mind

4. General Conditions

  • Return costs are covered by us: refunds and exchanges are only offered when the issue is due to us or to the delivery.
  • We reserve the right to inspect returned items before approving refunds or exchanges.
  • This policy is provided to clearly inform customers of their rights and responsibilities prior to purchase.

5. Contact

For any refund, cancellation, or exchange requests, please contact us at: