Refund Policy

 

ORDER CANCELLATION/ REFUND POLICY

Once an order is placed, inventory is removed from our website. 25% restocking fee on any cancellation before order has shipped/ picked-up by carrier. Orders shipped may not be cancelled, shipping, return shipping, $20 or 25% restocking fee (whichever is greater) applies to any exception for return.

As we did not make the wine, we are not guaranteeing wine quality at any level. As a natural perishable product, sometimes wines do age out, have flaws, or create issues that are not to your liking, we do not offer refunds or returns. Corked or bad wine is not covered or guaranteed. Please let us know about your experience, we may notify the wineries and remove products off our site that receive have highly repetitive complaints. As wine is highly regulated,  for us to take the product back. There are no refunds or exchanges, and again, no promises or guarantees.

Merchant of Wine gift certificates, credit, transactions, are not interchangeable between other businesses, collaborations with other companies or partnerships in any way, shape or form. We do not accept gift certificate, credit of other businesses other than direct Merchant of Wine purchased transaction. Regardless of the business collaboration/ partnership.

 

SECURITY, SAFETY AND HEALTH
For the security, safety/ health reasons of any parties involved and to avoid tempering of consumable products, we do not accept returns on perishable goods, including, but not limited to, wines, drinks, edibles that are purchased, purchased in error, not returnable for any reason except for reasonable defect at our discretion.

Corked wine does not qualify for a return. It is an unusual occurrence, but does happen from time to time. Unfortunately, there isn’t a way to distinguish if a wine is corked when the bottle leaves the winery. The percent of TCA tainted wine is roughly less than 2%.


MORE ABOUT CORKED WINE
Corked wine is a term for wine that has been contaminated with TCA (Chemical structure of 2,4,6-Trichloroanisole). TCA can only be detected after bottling, aging and opening. Each cork is individually unique, any one particular cork could have the presence of TCA. Therefore, it is not due to the wineries fault, nor the distributor, nor the retailer selling the wine. The majority of wine is still packaged in a certain way that has a risk of TCA. As a wine consumer, we hope you understand the nature of the product. http://en.wikipedia.org/wiki/Cork_taint


  • DAMAGED GOODS FROM TRANSIT: please state the damages on the bill of lading/ paperwork being presented by the delivery personnel. Failure to state your damages properly may delay the process of a successful claim against the carrier.
    • After noting your damages with the carrier, please contact us with the information regarding any damages. We will proceed to launch a full investigation into your order, depending on the situation, a return and credit back to the original form of payment will be completed. We promise to make the process as stress-free as possible. As adults your cooperation is greatly appreciated.
    • All products are thoroughly inspected before fulfillment of your order. There is no reason for us to intentionally sell/send damaged goods, we all know word-of-mouth is the most powerful form of advertisement, ruining our reputation with an order is just not worth it. We are here to provide you with extraordinary care, service, reliability, commitment, and most of all extraordinary products!

BACK-ORDER/ PRE-ORDER 
Once we receive you order, the wineries/ distributors are notified that your order has been received, their working on getting us your wine. There are no cancellations, no refunds in this stage of the process. At our discretion, a refund may be issued for any wines listed in error, inventory discrepancy, or no longer available for any reason.

We welcome your questions, comments, or concerns. We strive to provide exceptional products with exceptional service.

We encourage you to contact us through our online support system. If you are a member or have an account number, please provide that information for smooth service.


CONTACT US

For the best way to reach us and for transparency: please email us, we will respond as soon as possible. Weekends, holidays and observance days may cause delay in response time. For Snail Mail Only: 2118 Wilshire Blvd. #462, Santa Monica, CA 90403 U.S.A.

Email: info@merchantofwine.com
*Response usually within 48 hours or sooner.  
Tel.:  1-707-200-7810
Fax.: 1-310-451-0407

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