Refunds and Returns Policy

Outside The Box Wines

1. Introduction

At Outside The Box Wines, we strive to ensure our customers are completely satisfied with their purchase. Our Refunds and Returns Policy is designed to comply with New Zealand Consumer Law and to provide our customers with a fair and transparent process for handling any issues that may arise with our products.

2. Your Rights Under NZ Consumer Law

Under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986, you are entitled to a replacement or refund for a product that is faulty, damaged, or significantly not as described. This policy outlines your rights and our procedures to ensure compliance with these laws.

3. Refunds and Returns Conditions

3.1. Faulty or Damaged Products

If you receive a wine that is faulty or damaged, please contact us immediately. Examples of faults or damages include, but are not limited to:

  • Corked wine
  • Broken bottles, including damaged closure.
  • Wine that has gone bad or is undrinkable upon opening. Examples include, but are not limited to: VA, EA, excessive oxidation for the age of the wine. 

3.2. Incorrect Orders

If you receive the wrong wine or an incorrect quantity, please notify us within 7 days of receipt to arrange a return and replacement or a full refund.

3.3. Quality Concerns

If you believe the wine does not meet our quality standards, please contact us within 30 days of purchase. We may request that you return the wine for assessment. however, please note that once a wine is opened, it will naturally continue to deteriorate. 

4. Process for Returns and Refunds

4.1. Contact Us

To initiate a return or refund, please contact our Customer Service team at [insert contact details]. Provide your order number, details of the issue, and any supporting evidence such as photos of the damage or description of the fault.

4.2. Assessment

Upon receiving your request, we will assess the issue and may request further information or return of the product. We will cover the cost of returning faulty or damaged goods.

4.3. Resolution

  • Replacement: If the product is found to be faulty, damaged, or incorrect, we will replace it at no additional cost to you.
  • Refund: If a replacement is not possible or you prefer a refund, we will process the refund to your original payment method within 7 business days of confirming the product’s return.

5. Exceptions

5.1. Change of Mind

We do not offer refunds or exchanges for change of mind. Please choose carefully.

5.2. Sale Items

Sale items are final sale and cannot be returned unless they are faulty or damaged.

6. Contact Information

If you have any questions or need further assistance, please contact our Customer Service team at:

  • Email: winemaker@outsidetheboxwines.co.nz

7. Amendments

We reserve the right to amend this Refunds and Returns Policy at any time. Any changes will be posted on our website.

Thank you for choosing Outside The Box Wines. We appreciate your business and are committed to providing you with the best possible wine experience.