Last updated: 9 October 2025
Contact: info@winesimple.com.au
At Wine Simple, we want you to love what you receive. This policy explains when and how you can request a return, replacement or refund, and how long each step takes. Your rights under the Australian Consumer Law (ACL) apply in addition to this policy.
We offer a goodwill exchange (no refunds) if you change your mind only for orders of 6 or more bottles of the same wine (same SKU/vintage).
Conditions
Return window: within 60 days of delivery.
Item condition: bottles must be unopened, in original packaging, and stored properly (no heat exposure).
Method & cost: return by mail/courier; you cover return shipping for change-of-mind exchanges.
Exchange value: we’ll exchange for another wine of similar value.
If you choose a higher-priced wine, you pay the difference.
If you choose a lower-priced wine, we issue store credit for the balance.
Exclusions: mixed packs, single bottles, or fewer than 6 of the same wine aren’t eligible under this goodwill exchange.
Tip: Email us first so we can confirm availability and arrange the return label/instructions.
If your order arrives damaged or broken, email within 48 hours of delivery with:
Your order number
Clear photos of the outer carton, internal packaging and the damaged item(s)
Once assessed, we’ll replace or refund the affected item(s) and cover all return/re-delivery costs for approved damage-in-transit claims. Please keep all packaging until we confirm next steps.
If you believe a wine is faulty (e.g., taint, oxidation, secondary fermentation in still wine) or not as described, email us as soon as you notice the issue (no strict time limit under the ACL). Include:
Your order number
Description of the issue and when noticed
Photos of the bottle and closure
We may arrange collection or ask you to return the bottle with at least 75% of contents for assessment. If confirmed faulty/not as described, we’ll replace (if available) or refund and cover reasonable return postage. If the exact wine/vintage is sold out, we’ll offer an equivalent replacement or a refund.
If we’ve sent the wrong item, email us within 7 days. We’ll provide a prepaid return label (if needed) and send the correct item or refund you.
Opened/consumed bottles unless returned for assessment of a fault
Items damaged after delivery due to improper storage (e.g., prolonged heat) or mishandling
Products not purchased directly from winesimple.com.au
(Sale/clearance items are still covered by the ACL for faults.)
Method: By mail/courier. We’ll email instructions and, where applicable, a prepaid label.
Who pays shipping:
Wine Simple pays for approved damage, mis-shipments and confirmed faults/not-as-described.
Customer pays for change-of-mind exchanges (Section 1).
Approved refunds are processed to your original payment method within 3–5 business days of us receiving and inspecting the returned item (bank processing times may vary). Where a replacement is preferred and stock is available, we’ll ship it at no extra cost. No restocking fees apply to approved returns under this policy.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Email info@winesimple.com.au
Include your order number, reason for return, and photos/evidence if applicable
We’ll reply with next steps (prepaid label if applicable, or collection)
Once received/assessed, we’ll exchange, replace or refund and confirm by email