Return & Exchange Policy

Thank you for choosing Wineville (wineville.com.hk). We are committed to providing you with premium wines and a perfect shopping experience. Due to the special nature of wine products (involving storage conditions and food safety), please carefully read our return and exchange policy before placing your order.

1. Receiving Inspection & Handling of Defects/Damage We carefully inspect all wines before shipping and use professional anti-collision packaging. Please inspect the items upon delivery or unbox them immediately upon receipt.

• Damage or Leakage: If you find broken bottles, leakage, or severely damaged packaging upon delivery, please contact us within 3 days of receipt and provide your order number, clear photos of the damaged product, and photos of the outer box.

• Wine Faults (e.g., Cork Taint/Corked, Spoilage): If you discover a significant fault in the wine after opening (such as cork taint), please retain at least half a bottle of the wine and the original cork, and contact us within 3 days of opening. Upon our verification, we will arrange a return and refund or an exchange for the same wine.

2. Order Errors If we make an error and send the wrong item (e.g., incorrect vintage, wrong wine, or incorrect quantity), please contact us within 3 days of receipt. We will cover all return shipping costs and resend the correct items to you as soon as possible.

3. Non-Returnable & Non-Exchangeable Items Due to the special nature and hygiene considerations of wine products, we cannot accept return or exchange requests under the following circumstances:

• Personal Preference or Change of Mind: Except for defective products, we do not accept return or exchange requests due to "personal taste," "dislike," or "change of mind."

• Opened Bottles (Non-Quality Issues): If the wine has been opened but does not fall under the wine faults mentioned in Point 1, it cannot be returned or exchanged.

• Improper Storage: Deterioration of wine quality caused by the customer's improper storage conditions (e.g., high-temperature exposure, drastic temperature fluctuations).

• Late Applications: Exceeding the contact time limits specified above.

4. Refund Arrangements

• If eligible for a return or exchange, the refund will be processed to your original payment method within 7-14 working days after we receive the returned items and confirm they are in order.

• If the return is due to product defects or our shipping errors, all return shipping costs will be borne by Wineville.

• If a return or exchange for non-defective items is agreed upon by both parties (if applicable), the round-trip shipping costs and related handling fees will be borne by the customer.

5. Contact Us For any return or exchange requests or inquiries, please feel free to contact our customer service team:

• Email: [Please insert customer service email, e.g., info@wineville.com.hk]

• WhatsApp / Phone: [Please insert contact number]

• Office Hours: Monday to Friday [Please insert time, e.g., 10:00 - 18:00] (excluding public holidays)

Wineville reserves the right of final decision and the right to amend this policy.