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Store Policies

Refunds and exchange policy

It is a commonly known fact that wines or other consumables may leave their place of production in a tainted or inferior condition. If the customer should receive a product in such condition, we ask that they contact us immediately so that we can take action. If the goods are suspected by ourselves or our suppliers to be questionable, we will make every effort to provide a replacement or a like exchange to the customer. We will not refund or re-credit where the customer has sampled the goods and decided that it was not to their taste.

Broken bottles

If the customer should receive bottles that have been damaged in transit, we will cheerfully provide a replacement if the damaged goods are returned to us. It is the industry practice that sealed and untampered bottlenecks are the only proof of breakage. Should the returned product be unavailable we will endeavour to source an alternative vintage, product to same value or should this not be acceptable, refund the value of affected product.

Old, cellared wines & spoilage

Old, cellared and back vintages are sold on an "as is" basis. There is risk inherent to handling such an item and the buyer must beware. The buyer accepts all losses resultant from purchasing a stale or undrinkable vintaged item, and once these products have been purchased, we will not consider a refund. We will never offer for sale any item that we have reason to believe is of dubious quality and would immediately withdraw from sale any item that is suspected of being undrinkable or unhealthy.

Changes of vintage

Vintage changes are a daily occurrence, and often come without warning. We take great efforts to provide our customers with the vintages stated on this website, however due to the nature of wine we may need to notify customers of vintage changes or substitutions before we despatch any items. In situations where the wine ordered was offered on a "current vintage" basis, we may choose to fill the order with the available vintage. Where a customer has been disappointed by way of a vintage substitution, we will make every effort to find an item that satisfies the client.

Out of stock

It is to be expected that our inventory or our suppliers' inventory will become unexpectedly depleted of stock items. When this occurs we reserve the right to provide a like substitute where reasonable. It is in the best interests of the customer and our business, to satisfy and ensure our clients' satisfaction. With this in mind, where appropriate we will attempt to contact the purchaser of depleted stock items to make an arrangement satisfactory to all parties.

Orders

Errors and omissions excepted. All pricing and vintages subject to change without notice. Mayerling Cellars endeavours to ensure all product descriptions, vintages and pricings are up-to-date, but retains the right to amend, update or withdraw products as necessary.

Customer & Sales Help Hotline

Please telephone (03) 9870 4928 or email us at sales@mayerlingcellars.com if you are concerned about the status of your order.