Refund policy


At Vélo Wines, we take great care to ensure your wine arrives safely and in perfect condition. Due to the perishable and fragile nature of wine, refunds and cancellations are subject to the following terms:

1. Damaged Goods

  • Reporting Damage: Customers must inspect their order immediately upon receipt. Any damage or loss must be reported to Vélo Wines within 48 hours of delivery.

  • Return Process: Customers are generally responsible for returning damaged goods to Vélo Wines unless otherwise instructed. Our team will provide guidance to ensure the safe and secure return of the product.

  • Resolution: Once we receive and inspect the returned product, we will determine whether a replacement, credit, or refund is appropriate.

2. Order Cancellations

  • Before Dispatch: Customers may request cancellation of an order before it has been shipped. In this case, a full refund will be processed.

  • After Dispatch: Orders cannot be cancelled once shipped, as products are perishable and may be in transit. Customers are encouraged to review their order carefully before confirming purchase.

3. Change of Mind

  • Due to the nature of wine, refunds or replacements are not available for change of mind, incorrect selection, or dissatisfaction with taste.

  • We encourage customers to double-check product selections, quantities, and delivery details before completing their purchase.

4. Event Bookings and Special Orders

  • For wine included in events, tastings, or large/special orders, cancellation must be requested at least 48 hours prior to the scheduled date to receive a full refund.

  • Cancellations made within 48 hours of the event or delivery will not be refunded.

  • In the event Vélo Wines must cancel an event due to unforeseen circumstances (e.g., severe weather, government restrictions, or health and safety concerns), customers will be offered a full refund or the option to reschedule.

5. Contact and Assistance

  • If you believe your order has been damaged in transit or you need assistance with cancellations, please contact us as soon as possible:
    📧 leganaestate@gmail.com
    📞 (03) 6330 1582

We are committed to assessing all claims promptly and resolving them fairly, in line with Australian Consumer Law and responsible business practices.

 

Last updated 3 November 2025