Refund policy
Shipping Costs
Orders over $190 delivery included (except Rural delivery contribution)
Orders under $190, contribution to courier of $4.99
All orders for Rural delivery incur an extra $6 per case contribution to freight
A Note Regarding Liquor Delivery in New Zealand
It is against the law for us to leave restricted goods such as alcohol at an address with someone under the age of 18 receiving the wine. Please make sure that someone over the age of 18 with ID, if asked, will be available to take delivery. Our delivery drivers will not leave alcohol with anyone suspected of being under the age of 18.
Applicable Acts
We are subject to and adhere to the Consumer Guarantees Act 1993, Fair trading Act 1986 and the Sale and Supply of Alcohol Act 2012 where applicable, and will do our best to come to an amicable solution should you require a refund pursuant to the following conditions.
If you should wish to return your wine for a refund, pursuant to the following conditions, please contact us here.
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a proof of purchase, a list of what you would like to return and be refunded for and a reason as to why you wish to return the goods.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- If the wine is off at the time of sale, we will fully refund the bottle.
- Any item that is returned more than 30 days after delivery.
- Shipping costs cannot be refunded.
Refunds/ Cancelled Orders
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed within 5 working days. It may take some time for the refund to appear on your end.
Orders for any personalised / custom wine bottles cannot be cancelled or refunded.
A refund will only be issued for personalised / custom wine bottles due to error on our behalf. If the customer has approved the label proof for any varietal/ label design in the order, we cannot be held liable. If the wine is off at the time of sale, a replacement will be issued. Any bottles with personalised / custom labels that arrive damaged must be returned and we will organise to replace them. What constitutes a damage for a replacement purpose is up to our sole discretion.
To organise a replacement for off/ damaged custom wine, please email glen@alana.co.nz.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at glen@alana.co.nz.
Shipping
To return your product, please contact us for the return address and notify us of your desire to return the product.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and in which case we don't, we cannot issue a refund.