The Wine Traveller Terms of Service

Above all, we want you to have a great experience when dealing with The Wine Traveller. We made our terms as fair as possible for you. Our terms of service are subject to periodical changes without notice.

If you have any questions or feedback about these terms, or wish to make a complaint about the way in which we have handled a specific situation, you may contact us via our contact form, via phone on 1300 332 268, or via postal address PO Box 1328, Cronulla, NSW 2230, Australia.

REFUNDS AND RETURNS

What do I do if my item is faulty or damaged?

We’re here to help and apologise if you have received an item that is damaged or faulty.

Note: Our freight partners including Aramex and Australia Post are experiencing delivery delays and service impacts due to Coronavirus. This may result in delays in us receiving and processing your return.

We apologise for any inconvenience that this may cause, however be assured that we will complete your return as soon as it reaches us! The first step is to arrange a Return Request, without this, your return will not be accepted.

What do I do if my item is faulty or damaged?

1. Call us on 1300 332 286 or send an email to administrator@winetraveller.com.au
2. For broken glassware / bottles of wine – immediately (within 24hours) of receiving the product.
3. For faulty wine upon opening the bottle.
4. Email should detail:
   1. The issue – faulty product
   2. Attach a photo of the damaged/faulty product. Our Returns and Warranty Team will review your claim within 2 business days and respond with further instructions. Please keep an eye on your inbox and/or junk inbox.

Once your request for return is approved, we will advise you of the process for returning the damaged item. If the product was damaged in transit it will be picked up by our courier partners.

Please note: No refunds or replacements will be issued until your item has been received and inspected by our team.

OUR GUARANTEE

We realise that purchasing wine on the internet can have its risks. All of our product has been tested by our expect panel and we believe that each wine represents great value for its style. We will organise to credit your account if:

1. Should you buy a wine based on our recommendation/description and it is not what you expected
2. If you encounter a spoiled wine. Whilst we take great care and responsibility for the quality of the wines we offer you, on rare occasions wine can arrive spoiled, due to shipping or issues encountered during the bottling process.

All you need to do is email us with the details.

PAYMENTS

We accept all major credit cards, and we offer PayPal payments as well. We do not store full credit card details, and all payments are handled via Stripe and PayPal. All prices are listed in $AUD.

Should any refunds be owed on your account, then said refund will be honoured via the same payment channel that the original purchase was made from.

SUBSCRIPTIONS

Our payment processes will automatically process any monthly subscription payments you have unless you cancel before the end of the applicable subscription period.

The below non-exhaustive list contains common scenarios in which a subscription payment will not be refunded:

• You forgot that you had an active subscription with us
• You forgot to cancel your active subscription before the next billing date
• You were not able to log into your account for any reason
• You didn't receive any emails related to the subscription
• You didn't realise that you purchased a subscription

Wild Membership

The Wild Membership is a program that provides users with exclusive discounts on a variety of selected wines. Members can enjoy special pricing on an assortment of wines, with varying discounts available.

You have the flexibility to pause or cancel your Wild Membership at any time. Simply log into your account and navigate to the 'Billing info' tab, and you'll be able to pause or cancel any subscriptions you have. If you don't see any subscriptions in this section of your account, then you don't have any.

By pausing your membership, you can temporarily suspend the benefits and discounts without losing your membership status. When you cancel or pause your membership, the following changes occur:

• Immediate discontinuation of special discounts on selected wines.
• Immediate termination of all membership privileges.