Returns and Refunds Policy

Effective Date: 3 August 2025
Last Updated: 3 August 2025

At The Wine Factor, we are committed to providing excellent service and products. If you are not completely satisfied with your purchase or experience, this Returns & Refunds Policy outlines your rights and the procedures for requesting a return, exchange, or refund.

This policy applies to in-store purchases, online orders, event bookings, subscriptions, and gift items. For cancellations, please refer to our Cancellation Policy.

1. General Returns Policy (Retail Products)

We offer returns and refunds in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1.1 Eligibility

You may return eligible non-perishable items within 14 calendar days of receiving your order if:

  • The item is unused, unopened, and in its original packaging.

  • You have proof of purchase (receipt or order number).

  • The item is not listed as non-returnable (see below).

1.2 How to Return

To initiate a return:

  • Email: thewinefactorltd@gmail.com with your order number, reason for return, and photo (if applicable).

  • Phone: Call us on 020 8524 6035.

  • Return the item to us at:
    The Wine Factor
    75 Station Road, London E4 7BU

1.3 Refund Method

  • Refunds will be issued to your original payment method within 5–10 working days of receiving the returned item.

  • Shipping fees (if applicable) are non-refundable, unless the return is due to an error on our part.

2. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Opened bottles of wine, beer, or spirits

  • Perishable food items (e.g., cheese boards, fresh meals)

  • Custom hampers or personalised items

  • Gift cards and vouchers

  • Event tickets (unless otherwise specified — see Section 5)

If your item is faulty or damaged, please contact us within 48 hours of receipt.

3. Faulty or Damaged Goods

If your product arrives damaged, faulty, or incorrect, we will offer:

  • A replacement, where available

  • A refund to your original payment method

  • A credit note for future use

Steps:

  1. Notify us within 48 hours of delivery.

  2. Provide your order number and photo(s) of the issue.

  3. We may arrange a collection or ask you to return the item to our venue.

We reserve the right to inspect returned goods before approving refunds or replacements.

4. Online Orders – Change of Mind

If you change your mind about an online purchase:

  • You have 14 calendar days from the day after receiving your order to request a return (known as the “cooling-off period”).

  • The goods must be returned at your own expense, unless faulty.

  • We recommend using a tracked delivery method.

We will refund the product cost once we receive and inspect the item.

5. Event Bookings (Tastings, Live Music, Pop-Ups, etc.)

5.1 Refunds for Cancelled Attendance

  • Refunds for event tickets are available up to 48 hours before the event.

  • Cancellations within 48 hours are non-refundable, unless we can resell your ticket.

  • You may transfer your ticket to another person — please notify us of the name change.

5.2 Event Cancelled by The Wine Factor

If we cancel or postpone an event, we will offer:

  • A full refund

  • A credit voucher

  • The option to transfer your ticket to a new date

6. Subscriptions & Try Before You Buy

6.1 Subscriptions

  • You may cancel or pause your subscription any time before your next billing cycle.

  • If you’ve already been charged and the item dispatched, the order is considered final (unless faulty).

6.2 Try Before You Buy

  • Returns must be initiated within the trial period stated at purchase (usually 5–7 days).

  • If not returned by the end of the trial window, your card will be charged.

  • Returned items must be mostly full and in original packaging.

7. Gift Cards & Vouchers

  • Gift cards are non-refundable and non-exchangeable once purchased.

  • Lost or stolen gift cards cannot be replaced.

  • Gift vouchers are valid for 12 months from the date of issue unless otherwise stated.

8. In-Venue Restaurant Orders

As food and drink items are prepared fresh:

  • We do not offer refunds once items are ordered and served, unless:

    • There is a clear issue with quality or preparation.

    • The order was incorrect due to our error.

Please raise concerns immediately with a staff member so we can resolve them on the spot.

9. Refund Processing Times

Approved refunds will be:

  • Issued to the original payment method (card, PayPal, etc.)

  • Processed within 5–10 working days

  • Time may vary depending on your bank’s processing time

If you have not received your refund within 14 days of our confirmation, please contact us.

10. How to Contact Us

If you’d like to initiate a return or discuss a refund:

📍 Visit us at:
The Wine Factor, 75 Station Road, London E4 7BU
📞 Call: 020 8524 6035
📧 Email: thewinefactorltd@gmail.com

We are happy to help and will always aim to resolve any issues promptly and fairly.

11. Legal Notes

  • This Returns & Refunds Policy is governed by the laws of England and Wales.

  • It does not affect your statutory rights under UK consumer law.

  • Any disputes shall be resolved under the jurisdiction of the English courts.

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