Quality and Guarantee Policy
We are committed to providing our customers with an unsurpassed level of service and are equally committed to ensuring we provide a safe and legal product. As annoying as it is, we understand that wine can become corked or faulty, and we will offer a replacement or credit on the return of the bottle in question. Many wines are sold to drink young so we offer a simple drinking guide to help clarify the optimum drinking time of all our wines. If a wine has been kept too long or stored inappropriately, we may not be able to offer a refund. If you believe a wine to be faulty please contact us on 01263 722262 or email us at firstname.lastname@example.org and we will be happy to make arrangements to have the wine collected and tested.
Receipt of Goods
Deliveries should be signed for as ‘Not Examined’and you should inspect the goods as soon as possible and notify us immediately of breakages or wine shortages. We are unable to guarantee credit or replacements unless we are notified within 14 days of delivery of the order. Please be aware that multi-case orders can become separated. If you do not receive the balance of your order within 3 working days of the first delivery please contact us. If you will not be at the delivery address at the time of delivery and wish us to leave your order in a safe place, please advise us. We regret that neither we nor our carriers can accept responsibility for any subsequent loss or damage which occurs once the consignment has been left.
All wines and other goods are subject to availability. When selecting the wines or other goods from our website, we try to ensure that they will remain available throughout the life of the list. However, some items will inevitably go out of stock and we therefore reserve the right to select and deliver to you a substitute (of equal or higher value) to the wine you have ordered, to avoid delay in the delivery of orders. If we are unable to supply a particular item, or do not supply a substitute, we will not be liable to you except to ensure that you are not charged for that item.
All wines and spirits or other goods ordered remain the property of Austrian Wine Company until payment is received in full.
Return of Goods/Cancellation
You will have a right to cancel such order, please see the paragraph headed “return of goods / cancellation” below for details. Subject to the specific cancellation provisions below in relation to specific services, orders for goods (to be delivered) may be cancelled within 7 working days of receipt of goods. A full refund will be offered provided the goods remain in good condition and that the request to cancel is received in writing. Any cancelled order will be refunded within 30 days. A charge of £10 for collections will be payable. If returned wines are deemed to be in a saleable condition, a re-delivery fee will also be charged.
What Happens if my wine is damaged in transit?
We use specialist packaging for our wines and make every effort to ensure that they reach you in perfect condition. Our couriers are instructed to return any damaged goods directly to us and not to deliver to the customer – in the unlikely course of events that damaged goods are delivered to you, please report it to us within 3 working days of delivery. Any discrepancies must be marked on the delivery sheet including missing bottles and any damage. We guarantee that we will rectify the situation as soon as we can.
If your wines are damaged when they reach you or they are the wrong wines then we will either refund you or replace the wines, whichever method suits you, the customer and is possible for us to achieve. We are unable to give you a refund where you simply didn’t like the wine.
What happens if I get a faulty bottle?
As annoying as it is, we understand that it does happen. If you come across a bottle which you believe is corked or faulty please let us know. We can either arrange a credit for that bottle or organise getting a replacement to you. If the wine has been stored by you for more than 3 months then we will look at possible compensation on a case by case basis. We may request the return of the damaged or corked goods so that we can determine the extent of the damage before agreeing a refund.
Please let us know any comments you have on any of the wines we offer as your opinion is very important to us and the wines we will offer in future.
The Wine by Mail Order Code
Austrian Wine Company adheres to The Wine by Mail Order Code of Practice, as set out by the Wine & Spirit Association of Great Britain and Northern Ireland. For further details please contact: The Wine & Spirit Association of Great Britain, International Wine & Spirit Centre, 39-45 Bermondsey Street, London SE1 3XF.
Trading Name and VAT Number
Austrian Wine Company the trading name of Austrian Wein Company Limited (Company Number 8442563) and our VAT Number is GB 169164189