Our Returns Policy includes the rights you have under the Australian Consumer Law
Your rights under the Australian Consumer Law: 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 for 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.
If in the event your purchase is faulty, damaged, wrongly described or breaches a consumer guarantee we will cheerfully refund your money or exchange the product upon presentation of your proof of purchase. If your purchase incurred a delivery fee, then we will cover the cost of delivery for the return if The Garden Cellars is at fault. That is, if the wrong product is delivered, there is a fault with the product (including any damage caused in transit) or The Garden Cellars has breached a consumer guarantee. In all other circumstances, including change of mind, the delivery charge will be deducted from the refund to the customer. Please note that second hand, vintage or old bottles are not covered by this refund policy. These bottles are sold on an “as is” basis. This means you accept the old, vintage or second-hand bottle will be used or worn and some ullage most likely will occur over time. We cannot accept returns or refunds for bottles that are described with the condition “Second Hand”, “Vintage” or “New Old Stock”.
The fastest way to obtain a refund or exchange is to visit our Cellar Door located at Shop 21, Hunter Valley Gardens, Broke Rd Pokolbin NSW 2320 . If visiting our Cellar Door is not convenient for you then the product can be returned by post, please allow 2-3 business days for your refund to be processed after the product has been received at the Cellar Door.
Proof of purchase must be provided to obtain a refund/exchange and the product must be in a saleable condition. Saleable condition is defined as:
- Within its use by or best before date.
- The packaging is not damaged and in original condition.
- Bottle seals are not broken or damaged.
- No heat damage (beer, red wine etc).
- Pack sizes are retained.
You agree that you cannot change or cancel an order after it has been placed. You may check your order status in your online account. If the order status is ‘Processing’, please contact the The Garden Cellars to confirm whether there might still be time for us to agree to you changing or cancelling your order. Every attempt will be made to accommodate your request, however, unfortunately, no guarantee can be given once an order has been placed. If we agree to you changing or cancelling your order after it has been placed, we may do so subject to you providing proof of purchase, to the ordered products being in their original condition and packaging and to you agree to pay an amount we request on account of our reasonable costs of processing the change or cancellation. If your order has already been processed, you may still be able to return your order, which can be done easily through visiting The Garden Cellars store or via Australia Post.
If a return is authorised at our cost please use our reply paid service to return the goods at your local Post Office. Please review our Cellar Doors operating hours before calling or visiting as the hours may vary depending on the day of the week and the time of year.