Here at KWM Wine & Spirits we want you to be completely satisfied with your purchase. If you decide that the product you purchased is no longer required, not the right item or you simply wish to return it you can do so. We accept returns for exchange or a refund within 30 days of the original purchase date providing the product is unused, in its original packaging and accompanied by a receipt. The goods need also to be packed securely to avoid damage on the way back. The packaging you received them in would be ideal to ship them back it if you still have it available.
To return an unwanted item
Please return the item(s) to the address below accompanied by a completed return form (available to download here). If you are unable to download or print the return form you can return the item along with the following information:
- Invoice Number
- Contact Phone Number
- Reason for return
- Let us know if you want a refund, exchange etc
When returning items within the UK please use either Royal Mail/Parcelforce or a courier of your choice and request a proof of postage. We regret that we cannot cover the cost of postage back to ourselves. Once returned we will credit the payment method used to make the purchase within 2 working days up to the full value of the item excluding outward shipping. (Please note that credit and debit cards can take extra time to appear in your account - this depends on your banks policy and is out of our control.) For exchanged items we will endeavour to ship your new product to you within 2 days of receiving your item back. For international orders please contact firstname.lastname@example.org for information on how to return items from your country.
If you believe your item has a fault (Corked/Oxidised etc) please email us at: email@example.com or call us on +44 (0) 28 417 62400 as soon as possible. However please check our Faults in Wine section to make sure you are experiencing the correct symptoms for a faulty wine prior to sending it back.
If your product has a fault we will compensate you for the faulty item up to the value to the full original purchase price excluding shipping within 30 days of the original purchase. If you wish to return a parcel with any remaining unopened items you believe to be faulty we will arrange for courier collection (UK Only) providing they can be returned in a safe and secure way. Once back we will refund fully any undamaged, unopened items and any shipping fee borne by you in returning them. They must be shipped back within 30 days for the original order for any refund to be applied as can be seen in our Terms and Conditions here.
If your order or part of your order has been damaged during shipping we will need to see photographic evidence prior to compensating you for the loss. Compensation will amount to no more than the original purchase price of the item in question and may or may not include the shipping cost depending on the particular set of circumstances and any full or part refund will be at our at our discretion in accordance with our Terms and Conditions here.
Items which would have minor scuffs to labels/boxes would not be classed as damaged and would be regarded as a normal product. If due to a minor scuff or scratch the goods are deemed not good enough, any return shipping cost would be borne by you the recipient and cannot be compensated.
Returns from Outside the UK
If you wish to return your items from outside the UK, please read the above section on Faulty and Damaged items to see if your shipment's return cost can or can't be compensated. Please also contact us prior to shipping any items to agree the best and most cost effective method of returning goods if we agree to compensate for return shipping. If not pre agreed we will not be held responsible for any costs associated with returning goods from locations outside the UK. Proof of postage cost will be required in order to settle any claim against returned goods.
All returns should be sent to:
KWM Wine & Spirits
38 Greencastle Street