Partners in Wine WA
Refund and Returns Policy
We want ordering wine online to feel simple, fair and reassuring. If there is an issue with your order, please get in touch and we will help you through the next step.
Our return policy is designed to be clear and practical, with different return arrangements for Perth Metro customers and customers outside the Perth Metro area.
How to request a refund or return
To start a refund or return, please email info@partnersinwine.com.au and include your order details, along with a short explanation of the circumstances surrounding your request.
- Please contact us before sending anything back.
- Include your receipt, order number or proof of purchase.
- Let us know whether you are requesting a refund, exchange or return.
Return eligibility
To be eligible for a return, your item must be in the same condition that you received it, with the bottle still corked or screw-capped, label attached and the item still in resalable condition.
Any condiments or chocolate must be returned in their original packaging.
Personal preference and change-of-mind returns
We understand that wine is personal, and occasionally a wine may simply not suit your taste. If the wine has no technical fault, such as cork taint or oxidation, but is not to your personal preference, this is considered a change-of-mind return.
Subject to approval by Partners in Wine WA, we may accept the return of unopened bottles that remain in their original, resalable condition. Depending on the circumstances, we may offer either an exchange for other wines or a refund subject to the return fee below.
- Your return request must be made within 30 calendar days of the date the original order was placed.
- Opened bottles cannot be returned or refunded when the wine has no technical fault.
- Please contact us and receive approval before arranging or sending a return.
- All returned wines will be inspected before an exchange or refund is processed.
Approved refunds for personal-preference or change-of-mind returns are subject to a 20% return and handling fee. This means you will receive 80% of the amount originally paid for the returned and accepted wines. For Perth Metro customers, we will arrange collection at a mutually suitable time. Customers outside the Perth Metro area are responsible for arranging and paying for return shipping.
This change-of-mind policy does not limit your rights under the Australian Consumer Law. If you believe a wine is faulty, damaged or different from what you ordered, please contact us so we can assess the issue and provide an appropriate remedy.
What happens after you contact us?
Send your request
Email us with your order details and explain the issue or reason for the refund or return request.
We review it
We will review your request and confirm whether the return has been accepted.
Next steps are arranged
If your return is accepted, we will arrange the suitable next step based on your location and order.
Return arrangements
Perth Metro customers
If your return is accepted, Partners in Wine WA will collect your order at an arranged timeslot discussed between both parties.
If you require an exchange, we will drop the replacement order off at the same time.
Outside Perth Metro
Customers outside the Perth Metro area are responsible for the cost of shipping the return back to Partners in Wine WA, including exchanges to another product.
We will provide the relevant return address details once the return has been accepted.
Refunding your payment
We will notify you within 5 business days once we have received and inspected your return, and let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method. Please remember that your bank or credit card company may take additional time to process and post the refund.
Need help with a return?
Please contact us before sending anything back. We will review your request and let you know the best next step.