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Refund policy
AUSTRALIA
At Curtis Family Vineyards, we want every customer to enjoy their experience with us. This policy outlines how we manage returns, refunds, replacements, and delivery issues in alignment with the Australian Consumer Law (ACL).
Nothing in this policy excludes, restricts, or modifies your rights under the ACL. Where goods are faulty, damaged, or not as described, you may be entitled to a remedy.
1. Faulty, Damaged or Incorrect Items
If an item arrives damaged, faulty, spoiled or is not what you ordered, we will resolve this as quickly as possible.
What We Offer
In accordance with the ACL, you may be entitled to:
- Replacement
- Refund
- Store credit
Replacement Vintage
If a replacement bottle is required and the original vintage is no longer available, we will provide the currently available vintage of the same product line.
If no suitable replacement exists, we will offer a refund or store credit, consistent with your consumer rights.
What We Require
To assess faults or damage, we may request:
- Photos of the issue
- Courier confirmation for delivery damage
- The return of the faulty item(s) for assessment
2. Return Shipping for Faulty Goods
Where a return is required, Curtis Family Vineyards will manage the entire process.
We will arrange and pay for return shipping using our logistics account.
After speaking with a team member, you will receive a prepaid return label and clear instructions on how to return the product.
If a Fault Is Confirmed
If the product is assessed and found to have a fault under the ACL:
- A replacement, refund, or store credit will be issued
- All return shipping and replacement costs are covered by Curtis Family Vineyards
- The customer will not incur any fees
If No Fault Is Found
If assessment finds no fault under the ACL, you may choose:
- A refund for the returned unopened bottles, minus the return shipping cost incurred by Curtis Family Vineyards, or
- To have the items returned to you, with redelivery charged at cost.
This ensures fairness and transparency regarding shipping expenses.
3. Change of Mind Returns
We accept change-of-mind returns within 30 days of receiving your order.
Eligibility
- Items must be unopened, unused and undamaged
- Opened wine or spirits cannot be returned for change of mind
- Subscription / Wine Club boxes already dispatched are not eligible
Costs
- For change-of-mind returns, the customer pays return shipping
- We can arrange a return label via our logistics account (the customer is invoiced the cost)
- Refunds or exchanges are processed once the items are received in saleable condition
4. Delivery Issues Caused by the Customer
Incorrect Address Supplied
If an incorrect delivery address is provided:
- A redelivery fee applies (quote provided based on location)
Failure to Collect / Missed Delivery Attempts
If an order is returned to us due to non-collection or failed delivery attempts:
- A return-to-sender fee of $30 applies
This fee may change at any time based on courier pricing
You may choose:
- Redelivery (charged at cost depending on location, plus any return-to-sender fees incurred), or
- Refund of products only (any shipping costs paid, plus any return-to-sender fees incurred, will not be refunded).
We will provide a quote and invoice before redelivery.
5. Delivery Damage (Transit Issues)
If your order arrives damaged in transit:
- We will replace or refund the damaged items
- Confirmation from the courier may be required
Customers will not be charged return shipping for transit-related damage.
6. Subscription / Wine Club Orders
You may pause or cancel your wine club purchases any time before your subscription box is dispatched.
Once packed or dispatched, subscription boxes cannot be returned for change of mind.
Faulty items within a subscription box remain covered by the ACL.
7. Return Shipping Responsibilities
| Reason for Return | Shipping Paid By |
|---|---|
| Faulty / damaged product | Curtis Family Vineyards (we book the return) |
| Incorrect item received | Curtis Family Vineyards |
| Transit damage | Curtis Family Vineyards |
| Change of mind | Customer |
| Wrong address supplied | Customer |
| Return-to-sender due to non-collection | Customer |
| Redelivery after customer error | Customer |
8. Timeframes
- Change of mind: 30 days from delivery
- Faulty goods: You may request a remedy within a reasonable period under the ACL (remedies for faulty goods are not limited to 30 days)
9. How to Lodge a Return or Claim
Please contact our team with:
- Your name
- Order number
- Description of the issue
- Photos (if applicable)
Email: connect@curtisfamilyvineyards.com
Phone: 0485 856 995
We aim to respond within 2 business days.
10. Refund Processing
Approved refunds are processed back to your original payment method.
Refunds typically appear within 3–7 business days, depending on your bank. An automatic notification will be sent once payment has been processed.
11. Policy Updates
Curtis Family Vineyards may update this policy from time to time to reflect changes in our processes or third-party logistics costs. Any updates will apply to future orders and will not affect your rights under the Australian Consumer Law.