Our Commitment to Customer Satisfaction

At Wine Profile Tasmania, we are dedicated to providing high-quality wines and exceptional customer service. We offer refunds, replacements, or repairs in accordance with the Australian Consumer Law (ACL) and the terms outlined in this policy. Please review this policy before making a purchase to understand your rights and our procedures.

Australian Consumer Law

Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to:

• A refund or replacement for a major failure with the product (e.g., the wine is corked, spoiled, or significantly different from its description).

• A repair, replacement, or refund for a minor failure if the issue is not rectified within a reasonable time.

• Compensation for any reasonably foreseeable loss or damage caused by a product failure.

If there is any inconsistency between this policy and the ACL, the ACL prevails.

Eligibility for Returns

We accept returns for the following reasons:

• Faulty or defective products: Wines that are corked, spoiled, or otherwise faulty.

• Incorrect or damaged orders: Products delivered that do not match your order or were damaged during shipping.

• Quality issues: Products that fail to meet the consumer guarantees under the ACL.

We do not accept returns for:

• Change of mind, incorrect size/volume selection, or personal taste preferences (unless we choose to offer this at our discretion).

• Opened or partially consumed bottles, unless the product is faulty.

• Products not in their original condition or packaging (e.g., missing labels or damaged packaging), unless faulty.

Return Process

To initiate a return, please follow these steps:

1. Contact Us: Email us at andreav@wineprofile.com.au within 30 days of your purchase date. Include your order number, a description of the issue, and a photo of the product (if applicable, e.g., for damaged or faulty items).

2. Return Approval: We will review your request and provide instructions, including a return shipping label if applicable.

3. Pack and Ship: Return the product in its original packaging, unopened (unless faulty), with the invoice or packing slip. Securely affix the provided return shipping label to the package.

4. Return Address: Please contact us directly for return shipping information.

Note: We are not responsible for lost or damaged returns without a valid return shipping label.

Refunds

• Eligibility: Refunds are issued for faulty products, incorrect orders, or where required under the ACL. For non-faulty returns accepted at our discretion, we may charge a restocking fee of 15%.

• Method: Refunds will be issued to the original payment method unless otherwise agreed. Cash refunds are not available unless the original purchase was made in cash.

• Processing Time: Refunds are typically processed within 5-7 business days of receiving the returned product.

• Shipping Costs: If the return is due to our error or a faulty product, we will reimburse reasonable shipping costs. Otherwise, return shipping is at your expense.

Replacements and Exchanges

• If you prefer a replacement or exchange over a refund, please indicate this when contacting us. Replacements are subject to stock availability.

• For faulty products, we may offer a replacement or store credit if a refund is not required under the ACL.

Non-Returnable Items

The following items cannot be returned:

• Opened or partially consumed bottles (unless faulty).
• Special-order wines or limited-edition products (unless faulty or incorrect).
• Accessories or gift items (unless damaged or incorrect).

If you have questions about our return and refund policy or need assistance, please contact us.

We strive to ensure your experience with Wine Profile Tasmania is exceptional. Thank you for choosing us!