Refund policy
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
This policy does not affect your statutory rights under the Consumer Rights Act 2015.
Return Authorisation
All returns must be authorised in advance. Please contact us at info@wenlockcellars.co.uk before returning any items. Unauthorised returns may be refused.
Eligibility for Returns
To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. It must also be in the original packaging.
Due to the nature of our products, perishable goods such as food and drink (including wine, beer, and spirits) cannot be returned once opened, unless faulty or damaged. We also do not accept returns of intimate or sanitary goods, hazardous materials, flammable liquids or gases, or personalised/bespoke items unless faulty.
Online Orders & Cooling-Off Period
For online purchases, you have the right to cancel your order within 14 days of delivery in line with the Consumer Contracts Regulations.
However, for hygiene and safety reasons, we cannot accept returns of opened bottles or consumable goods unless they are faulty or damaged.
To cancel an online order, please contact us at info@wenlockcellars.co.uk within 14 days of delivery.
Faulty or Damaged Items
If your order arrives damaged or faulty, please notify us within 48 hours of delivery and include clear photographic evidence. We will arrange a replacement or refund where appropriate.
Refunds
Once your return is received and inspected, we will email you to confirm receipt and notify you whether your refund has been approved or rejected.
If approved, your refund will be processed and a credit will be applied to your original method of payment within a reasonable number of working days. Processing times may vary depending on your payment provider.
Late or Missing Refunds
If you haven’t received your refund yet, please check your bank account.
Then contact your card provider, as it may take some time before the refund is officially posted.
Next, contact your bank as there may be processing delays.
If you still have not received your refund, please contact info@wenlockcellars.co.uk.
Sale Items
Only regular priced items may be refunded. Sale or clearance items are non-refundable unless faulty or damaged.
Exchanges
We only replace items if they are defective or damaged.
If you require an exchange for a faulty or damaged item, please contact us at info@wenlockcellars.co.uk before returning the item.
Returns should be sent to:
Wenlock Cellars
11 High Street
Much Wenlock
Shropshire
TF13 6AA
Shipping Returns
Return shipping costs are the responsibility of the customer unless the item is faulty or damaged. Original delivery charges are non-refundable.
Delivery times for exchanged items may vary depending on location.
For higher value orders, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items.
Age-Restricted Products
We operate Challenge 25. By placing an order, you confirm that you are aged 18 or over.
If delivery is refused or fails due to age verification, we reserve the right to deduct delivery and return costs from any refund issued.
In-Store vs Online Purchases
In-store purchases are non-refundable unless faulty or damaged.
Online orders are covered by distance selling regulations as outlined above.
Gifts
Gift recipients may return items in line with this policy. Any refund will be issued to the original purchaser.
Need Help?
For any questions regarding refunds and returns, please contact us at:
info@wenlockcellars.co.uk