Our Guarantee
At WINE BOX, our goal is to ensure every customer is completely satisfied with their order. We believe our wines offer excellent value, and we proudly guarantee every product you purchase from us.
If you are not satisfied with a wine or suspect a quality issue (e.g., corked wine or abnormal color), please contact us at wineboxnz@gmail.com within 48 hours of receiving your order. Our team will gladly assist you and offer a replacement or refund where appropriate. In some cases, we may request that you return the product to us for quality inspection.
Cancellation & Refund Policy
1. Cancellation or Return by Customer
If you change your mind or no longer require the product:
You must notify us via email within 24 hours of receiving your order.
The product must be returned in its original, unopened condition at your expense.
Once received and inspected, we will issue a refund minus any applicable shipping charges.
If your cancellation request is made after 24 hours and up to 5 days, a 10% (of total order value) administration and handling fee and any shipping charges will be deducted from your refund.
If more than 5 days have passed since delivery, no cancellation or refund will be accepted.
2. Quality Issues or Incorrect Items
Please contact us within 48 hours of receiving your order if:
The product is damaged or defective.
The wine appears to be faulty (e.g., off taste, leakage, or abnormal appearance).
You received an incorrect product (e.g., wrong vintage or item).
In such cases, we will offer a replacement at our cost or provide a full refund upon return of the product, as appropriate.
3. Cancellation or Return by WINE BOX
We may cancel your order and issue a full refund in the following cases:
The product is out of stock at the time of fulfillment.
We identify errors in pricing, vintage, or product description.
We detect suspicious or fraudulent activity associated with your order.
A product recall is initiated.
Money-Back Guarantee
Placing an order with us constitutes a request to purchase the specified products. We reserve the right to decline any order (e.g., due to age verification failure, stock shortages, or high demand). You will receive confirmation once your order has been accepted and processed for delivery.
Important Notes
No refunds or returns will be accepted unless the conditions stated above are met.
A valid receipt or invoice is required for all returns or refund requests.
WINE BOX does not accept returns from outside New Zealand.
For products covered by a manufacturer’s warranty, please contact the manufacturer directly regarding any claims. WINE BOX does not assume responsibility for fulfillment of manufacturer warranties.
Product Availability
We make every effort to ensure product information, including vintages and availability, is accurate and up to date. However, we reserve the right to withdraw or re-offer any product if it becomes unavailable, is withdrawn by a supplier, or is incorrectly listed.
Contact Us
To initiate a return or refund request, please contact us at wineboxnz@gmail.com before sending back any product. This will help us track your return and ensure prompt processing.