Refund policy

Returns, Refunds and Delivery Claims Policy

Liquor Licence Number: 31934

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy you may have under the Australian Consumer Law or any other applicable law. Where a section below states we will provide "the remedy required by the Australian Consumer Law," this may include repair, replacement, refund or other remedy depending on the circumstances.

Change-of-Mind Returns

Due to the nature of alcoholic beverages, we do not accept returns or provide refunds or exchanges where you have simply changed your mind, ordered the wrong product or no longer require the product.

This does not affect any separate right you may have under the Australian Consumer Law where a product is damaged, faulty, incorrect or otherwise fails to comply with the consumer guarantees — see the sections below.

Please do not return alcohol to us without first contacting us and receiving return instructions.

Damaged, Broken, Leaking or Faulty Products

Please inspect your order promptly after it arrives. If any product is broken, leaking, contaminated, has a faulty seal or is otherwise defective, please contact us as soon as reasonably possible, preferably within 48 hours of delivery.

Do not consume a product that you reasonably believe may be unsafe.

To assess the claim, we may ask you to retain the product, closure and packaging, and to provide:

your order number;
photographs of the damaged or defective product;
photographs of the internal and external packaging;
a photograph showing the shipping label; and
details of any apparent damage to the parcel on delivery.

Please retain the product and packaging until we advise whether they are required for inspection. Do not handle broken glass unnecessarily — we will not require you to return broken glass where doing so would be unsafe.

Where a product has been damaged in transit, is faulty or does not otherwise comply with the consumer guarantees, we will provide the remedy required by the Australian Consumer Law. This requested notification period assists our investigation and does not limit your rights under the Australian Consumer Law.

Incorrect or Missing Products

Please contact us promptly if your order contains an incorrect product or is missing an item. Once we have confirmed the issue, we will arrange an appropriate remedy, which may include dispatching the correct or missing product or providing a refund.

Refund Timing

Where we agree to a refund under this policy — including for a pre-dispatch cancellation, a damaged, faulty or incorrect product, a lost order, or a returned parcel — we will process that refund to your original payment method within 30 days of the remedy being agreed or, where applicable, the returned product being received back by us. This 30-day timeframe applies only in the specific circumstances set out elsewhere in this policy; it is not a standalone entitlement to a refund at any time within 30 days of purchase.

Delivery and Adult Receipt

Alcohol may only be purchased and received by persons aged 18 years or over. The purchaser must ensure that:

all delivery information is complete and accurate;
the delivery address is one at which alcohol may lawfully be delivered;
an adult aged 18 years or over is available to receive the order where required; and
satisfactory proof of age can be produced on request.

The delivery provider may refuse delivery if an eligible adult is not present, proof of age is not produced or the recipient appears intoxicated.

Unless we expressly offer and approve an age-compliant authority-to-leave service, alcohol orders must not be left unattended.

Delivery Instructions and Authority to Leave

Where an authority-to-leave option is lawfully available and expressly selected by you, you authorise the delivery provider to leave the parcel in accordance with your instructions. Subject to the Australian Consumer Law, and provided the parcel was delivered to the correct address in accordance with your express instructions and all applicable liquor-delivery requirements, we are not responsible for loss, theft, heat exposure or damage occurring after delivery has been properly completed.

We remain responsible for investigating circumstances where a parcel appears to have been delivered to the wrong address, left without valid authority, delivered contrary to an adult-signature or age-verification requirement, or otherwise mishandled before delivery was properly completed.

Lost, Undelivered or Missing Parcels

If tracking has not updated for an unusual period, your order has not arrived within a reasonable time, or tracking shows your order as delivered but you cannot locate it, please:

check the delivery location and any safe location noted in tracking;
ask other adult occupants of the premises whether they accepted it;
check with building management or reception, where applicable; and
contact us promptly if it remains missing.

A parcel will not necessarily be treated as lost merely because it is delayed, and a tracking status alone may not establish that delivery was properly completed. We may first allow the delivery provider a reasonable period to conduct a search, and will review the proof of delivery and delivery instructions before determining the outcome. If the parcel is confirmed lost, or cannot be located within a reasonable time, we will provide an appropriate remedy, which may include a replacement or refund.

You are not required to make a claim directly against our delivery provider — any claim between us and the delivery provider is separate from your rights against us.

Incorrect Addresses, Failed Delivery and Unclaimed Parcels

You are responsible for checking the delivery address before submitting your order. Where an order cannot be delivered because:

you supplied an incorrect or incomplete address;
an eligible adult was unavailable to receive the order;
acceptable proof of age was not provided;
the parcel was not collected within the carrier's collection period;
delivery was refused without a valid reason; or
you requested redirection after dispatch,

we may require payment of the reasonable redelivery, redirection or return-to-sender costs before the order is sent again.

If the parcel is returned to us in unopened and saleable condition and you do not want it redelivered, we may refund the price of the returned products less any reasonable delivery and return-to-sender costs incurred by us, except where the delivery failure resulted from our error or where the law requires otherwise.

Delivery Delays

Delivery estimates are estimates only and may be affected by events outside our reasonable control. We are not responsible for indirect loss arising solely from a reasonable delivery delay, such as an order not arriving in time for a particular event, unless we expressly agreed to a guaranteed delivery date or liability cannot lawfully be excluded. If we cannot supply your order within the agreed time, or within a reasonable time where no time was agreed, you may have rights under the Australian Consumer Law.

Returns of Alcohol

Because alcohol is regulated, products must not be returned without our prior approval and return instructions. As set out above, we do not accept change-of-mind returns once an order has been dispatched. Where a return is required because a product is faulty, damaged, incorrect or otherwise required to be returned under the Australian Consumer Law, any approved return must be packaged securely and sent using a lawful and suitable delivery service, and we may arrange collection at our cost.

Complaints and Escalation

If you are not satisfied with how we have handled your query, please ask for your matter to be escalated to a manager. If we are unable to resolve your complaint directly, you may contact NSW Fair Trading or the Australian Competition and Consumer Commission (ACCC) for further guidance on your rights under the Australian Consumer Law.