Victoria Cellars is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock, that pricing is true and correct, and that the wines have been described accurately.
If you notice that you have received wrong or broken items, please notify us within 24 hours of receiving the goods either by telephone or email and we will arrange for a replacement or full refund.
Victoria Cellars offers a 7-day return policy on certain* products that are proven to be faulty in any way. Victoria Cellars will offer a replacement where possible or a full refund. To satisfy this return process, we need to have access to most of the contents of the bottle in its original cork or cap to assess whether the wine is faulty before we can offer a refund/replacement. Victoria Cellars will test all products returned to us within 7 days of receipt. Some wines may need to be returned to the original supplier/winery for further chemical analysis and/or testing. If the wine is determined to be in sound condition, not defective or faulty, it will be returned to you and you will be invoiced for the processing and freight costs associated with the return. "Change of mind" returns are up to the discretion of management.
*It is important to note that a lot of our wines fall into the category of "Old and Rare". These wines are in excellent condition in terms of their cellaring history in our cellar, levels, labels and physical appearance. Having said this, there is risk inherent to handling such items and the buyer must beware. The buyer accepts all losses ensuing from purchasing a tired or undrinkable "Old & Rare" wine. If you contact us within a reasonable period from the delivery of the wines, we will be happy to discuss whether we can provide a refund or exchange, but there is no guarantee. Please note that Victoria Cellars will never offer for sale any wine that we have any reason to believe is of an uncertain standard. We would immediately withdraw from sale any bottle that is suspected of being undrinkable or unsafe. We are here to help in any way possible and don't want you to be disappointed, but we can only make a decision for any compensation on a case by case basis.
Note to Overseas (ie, non-Australian) customers. Its is almost impossible for us to assess whether a bottle of wine is faulty due to the distances involved and the different customs and tax scenarios of different nations. As much we would like to help, we are probably not able to offer refunds to international customers due to practical reasons. If you are an international customer, please consider this risk carefully before making your purchase.
Any cancellation will incur a $20 administration fee as well as a collection fee at the prevailing rate if the wine has been dispatched.
IF YOU ARE AT ANY TIME EITHER CONCERNED ABOUT AN ORDER OR UNHAPPY WITH A PRODUCT PLEASE CONTACT US AND LET US SORT IT OUT FOR YOU.