Refunds & Returns Policy

REFUNDS & RETURNS POLICY

Effective date: 18 December 2025

This Refunds & Returns Policy (“Policy”) applies to all purchases made through Good Morning Wines (“GMW”) official online checkout channels.

1. Scope and non-waiver:
   GMW provides remedies only as required by applicable law for defect or imperfection, malfunction, loss without the customer’s fault, non-conformity with the order, or other liabilities arising from the contract. Nothing in this Policy waives any non-waivable consumer rights under applicable law.
   
   
2. No returns for change of mind:
   If the item matches the order and has no defect or imperfection, GMW does not accept returns, exchanges, or refunds for change of mind, taste preference, ordering mistakes, “ordered too many,” or similar reasons.
   
   
3. Potentially eligible issues:
   A remedy may be considered only where the issue occurred without the customer’s fault, such as:
   1. item arrived damaged (breakage, leakage, or visibly compromised packaging);
   2. wrong item delivered;
   3. missing item(s); or
   4. defect or quality fault attributable to the product (see Section 7).
      
      
4. Reporting windows and late-notice presumption:
   1. Visible or fulfillment issues (damage, leakage, wrong, or missing): notify GMW within twenty-four (24) hours from delivery timestamp.
   2. Latent, quality, or defect issues: notify GMW immediately upon discovery. For efficient verification under this Policy, GMW requires notice within seven (7) calendar days from delivery where reasonably possible. Notices beyond seven (7) days are not waived but are subject to the presumption below and may be denied where the claim cannot be reasonably verified.
   3. Late Notice Presumption: any notice beyond the timeframes above is presumed to relate to conditions arising after delivery (including storage or handling, exposure to heat or light, unattended delivery, or failure to receive properly), unless the customer proves otherwise with evidence sufficient for verification.
      
      
5. Evidence required:
   1. GMW will process claims only if the customer submits proof sufficient to verify the claim, including at minimum:
      1. proof of purchase (invoice, official receipt, or order confirmation with payment reference);
      2. delivery proof (waybill or shipping label with delivery timestamp, if available); and
      3. clear photos of outer packaging (all sides), inner packaging, all items received laid out together, and close-ups of the alleged issue (damage, leak point, label, vintage, or quantity).
   2. Disputed-claim verification: where the claim is disputed or cannot be reasonably verified, GMW may require additional evidence, including unboxing video (if available), courier incident or inspection report, inspection or return of goods, and/or a sworn statement of facts. False, fraudulent, unsubstantiated, or unverifiable claims may be denied. A blanket “no video, no refund” rule is not imposed.
      
      
6. Condition, preservation, and chain of custody:
   Failure to preserve chain of custody, packaging, or product condition necessary for verification may result in denial. Until GMW provides written instructions, the customer must:
   1. keep all goods, bottles, closures (cork, cap, cage), labels, and all packaging materials;
   2. not transfer contents, repackage, discard, repair, or attempt any self-remedy; and
   3. store products appropriately to avoid deterioration after delivery.
      
7. Wine quality fault protocol:
   1. notify within the timelines in Section 4;
   2. retain the original bottle and original closure;
   3. submit photos of the bottle (front and back), closure, fill level, any lot or batch identifiers (if any), and a description of the alleged fault;
   4. keep the bottle re-closed with the original closure and refrigerated after opening until inspection or return instructions are completed;
   5. heat exposure, prolonged unrefrigerated storage after opening, transfer to another container, missing original closure, or substantial consumption before reporting may result in denial; and
   6. GMW may require inspection or return of the original goods before any remedy is issued.
      
      
8. Remedies:
   1. For approved claims, GMW will provide a legally compliant remedy after verification.
      1. Where applicable law grants the customer a right to elect among remedies, that election will be honored subject to verification and return obligations.
      2. Where customer election is not required, GMW may offer replacement first if feasible; refund will be provided only if required by law or if replacement is not feasible.
   2. Refunds apply only to affected goods and exclude delivery charges unless required by law.
   3. Return-first rule: original goods must be made available for return or inspection within a reasonable period using GMW’s arranged method.
   4. Refund clawback: if refunded goods cannot be returned due to the customer’s fault, the refunded amount must be returned to GMW.
   5. Refund timing: refunds are initiated within fourteen (14) business days after verification and receipt of returned goods, if required.
      
      
9. Returns and logistics:
   No-cost returns (where required by law) are provided only through GMW’s arranged pickup or drop-off method. Self-shipped or COD returns are not reimbursed.
   
   
10. Shipping fees and delivery charges:
    Outbound shipping is non-refundable by default. Incremental costs caused by customer preference or non-cooperation are chargeable to the customer.
    
    
11. Refused or failed delivery:
    Orders are not refundable where delivery fails due to customer-caused reasons, including incorrect address, unavailability, refusal to present ID, or refusal to accept delivery.
    
    
12. Order cancellation:
    1. payment provider authorizes crediting despite cancellation;
    2. customer reimburses the third-party delivery service;
    3. transaction allows cancellation for a fee; or
    4. parties agree otherwise in writing.
       
       
13. How to file a claim:
    Email: support@goodmorningwines.com
    Subject: REFUND/RETURN — [Order #]
    
    Include the evidence listed in Section 5. Claims submitted without sufficient evidence may not be processed.