Refund policy
Refund Policy
1. Wine & Spirits — No Right of Return
In accordance with Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to goods that are liable to deteriorate rapidly. Wine and spirits fall within this exemption. Accordingly, we do not accept returns or offer refunds on wine and spirits that have been dispatched, unless they are faulty or not as described (see section 3 below).
We take great care in selecting and describing our products accurately. As a natural, living product, minor variations in flavour or character between vintages are inherent to wine and do not constitute a defect or grounds for a refund.
2. Accessories
Non-consumable accessories (e.g. glassware, wine tools) may be returned within 14 days of receipt, provided they are unused, in their original packaging, and in a resaleable condition. To initiate a return, please contact us at info@51wines.uk. Return postage costs are the responsibility of the customer unless the item is faulty or not as described. Refunds will be processed within 14 days of receiving the returned item.
3. Faulty, Damaged, or Incorrect Items
If you receive a product that is damaged in transit, corked or otherwise faulty, or materially different from what was described, please contact us at info@51wines.uk within 48 hours of delivery. Please include:
- Your order number
- A description of the issue
- Photographs of the item and packaging where relevant
We will assess each case individually and, where a fault is confirmed, offer a replacement, credit note, or full refund at our discretion. This does not affect your statutory rights.
4. Wine Tasting Events
Cancellations made at least 48 hours before the event date will be offered a full credit note or transfer to an alternative date. We are unable to offer refunds for cancellations made within 48 hours of the event, or for no-shows. If we cancel or significantly alter an event, you will be entitled to a full refund.
5. Wine Club Memberships
Membership fees are non-refundable once a billing cycle has been processed. You may cancel your membership at any time by contacting us before your next billing date at info@51wines.uk. Cancellation takes effect at the end of the current billing period, and no further charges will be made thereafter. Where a wine club order has already been dispatched, our wine and spirits return policy (section 1) applies.
6. How to Contact Us
To request a refund or discuss a concern with your order, please email info@51wines.uk with your order number and details of your request. We aim to respond within 2 working days.
7. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. If you believe a product is faulty, you retain your legal rights regardless of the nature of the product.