Delivery & Returns Policy | Secret Bottle Shop | Herefordshire - Secret Bottle Shop
Skip to content

REFUND & RETURN POLICY

Returns Policy:
We strive for your complete satisfaction with your order, and our goal is to guarantee that all products delivered to our customers arrive in impeccable condition.

You retain the right to cancel your order without incurring any charges for the purchased goods within 14 days of the purchase date, excluding perishable or personalised items or those explicitly marked as non-returnable.

You are responsible for the cost of returning products to us unless the items being returned were delivered in error or the items were damaged or defective. You are also responsible for insuring all returns as we might claim against you should damages be sustained.

Please return all items to the following address:

 

Saxtys Wines Ltd – Customer Returns Team

39 Widemarsh Street

Hereford

HR4 9EA

 

  • Securely pack and seal your return in the original packaging to safeguard against potential damage during transit.

 

All refunds will be paid within 14 days of receiving the returned product(s) minus the initial delivery costs.

Cancellations:

It is necessary to notify us in writing before the expiration of the cancellation period. If you have already received the order, please proceed to return the product(s) to us. Unless the items being returned were delivered in error or are found to be damaged or defective, you will be responsible for covering the entire cost associated with returning the product(s) as well as initial delivery costs. Furthermore, you will bear responsibility for any damage to the product(s) until we formally acknowledge receipt of the returned items.

Damaged or Incorrect Orders:

We strive for all our customers to receive their orders in flawless condition; however, damages can sometimes happen. If you believe there is a fault with an item you've received, please notify us promptly by contacting us. We are committed to resolving any issues with faulty items as swiftly as possible, but it's crucial that you inform us as soon as you discover the fault to facilitate a prompt resolution.


Please provide as much information as possible regarding the damage. Additionally, we may request photographs capturing any damage, encompassing the entire packaging including shipping label for insurance purposes.

  • Include detailed images highlighting the damage or issues with the items. Ensure there is a clear picture displaying the intact seal on any damaged or broken bottle.
  • Retain both the product and all packaging until further instructions are provided by us. Your cooperation in supplying comprehensive details and images will aid us in efficiently addressing and resolving the matter.

If your parcel clearly shows signs of damage or leakage at the time of delivery, it should not be accepted. Please ask the courier to return the goods to us.

 

If you have received an incorrect item in your order, let us know straight away by calling us on 01432 357872.

We will provide you with a prepaid DPD postage label that you can attach to the parcel.

Once you have attached the prepaid label, kindly drop off the parcel at any DPD drop-off shop at your earliest convenience. Our team will work diligently to process your replacement or refund once the returned item is received.

1
Free Gift