Refund policy

Winetrust

Last updated: 15 April 2026

Winetrust is operated by One Plus One Wine Pty Ltd (ABN 50 078 643 786) ("Winetrust", "we", "us", "our").

This Refund Policy outlines the terms under which refunds, replacements, or credits may be issued. By placing an order with us, you agree to the terms of this Policy.

This Policy operates alongside, and does not limit, your rights under the Australian Consumer Law.

1. Change of Mind

Due to the nature of alcohol products — including storage sensitivity, licensing obligations, and legal restrictions on resale — change-of-mind returns are not accepted.

This includes, without limitation:

  • Disliking the style, taste, or profile of a wine
  • Ordering the wrong product, quantity, or vintage
  • No longer wanting the product after purchase
  • Finding a lower price elsewhere

No refund, credit, or exchange will be issued for change-of-mind purchases.

2. Faulty, Damaged, or Incorrect Products

We will provide a remedy where a product is:

  • Faulty — corked, oxidised, or otherwise defective
  • Damaged in transit — broken, leaking, or compromised packaging
  • Incorrect — a different product to what was ordered
Notification Requirements

You must notify us within 48 hours of delivery by emailing support@winetrust.com with:

  • Your order number
  • Clear photographs of the product, label, and any damage
  • A written description of the issue

Claims submitted after 48 hours, or without adequate evidence, may be declined at our discretion.

Do not dispose of the product. We may require the item to be returned for inspection before a remedy is issued. Disposing of the product before inspection may void your claim.

3. Remedies

Where a valid claim is accepted, we will offer one of the following at our discretion:

  • Replacement of the affected product (subject to availability)
  • Store credit to the value of the affected product
  • Refund to the original payment method

Refunds are processed within 5–10 business days of claim approval. Refunds are issued to the original payment method only.

Shipping costs are non-refundable, except where the entire order is faulty, damaged, or incorrect due to our error.

4. Partial Orders & Shortages

If your order arrives with missing items, you must notify us within 48 hours of delivery. We will verify the discrepancy and, where confirmed, ship missing items or issue a credit at our discretion.

5. Delivery Failures & Refused Deliveries

Where a delivery fails because:

  • No eligible person (18+) was available to receive the order
  • An incorrect address was provided
  • The delivery was refused

The customer is responsible for any redelivery fees. If the order is returned, we may issue a refund minus shipping cost and a 15% restocking fee.

Orders unclaimed after 14 days will be treated as abandoned. No refund will be issued.

6. Chargebacks & Disputes

If you initiate a chargeback before contacting us, we reserve the right to:

  • Suspend your account
  • Decline future orders
  • Recover costs related to disputes

Please contact us first at support@winetrust.com to resolve issues.

7. Fraud & Abuse

We monitor refund activity. Where abuse is identified, we may:

  • Decline the claim
  • Suspend or close the account
  • Withhold future refunds or benefits
  • Report activity to relevant authorities

8. Promotional, Discounted & Bundle Orders

Refunds for promotional or discounted items are calculated based on the price actually paid.

If a promotion threshold is no longer met after a refund, adjustments may be applied.

9. Aged, Back-Vintage & Cellared Wines

Aged or back-vintage wines are not guaranteed. Natural changes over time do not constitute faults.

By purchasing, you acknowledge:

  • Flavour may differ from younger vintages
  • Sediment, cork degradation, and ullage are normal
  • Taste preference is not grounds for refund
  • Tasting notes are guides only

If unsure, we recommend not purchasing aged wines.

10. Minor Packaging & Label Damage

Minor cosmetic imperfections are normal and do not qualify for refunds.

  • Minor label damage
  • Packaging wear or dents
  • Capsule variations
  • Dust or cellar residue

If you require pristine condition (e.g. gifting), notify us at the time of ordering.

11. Order Cancellation Fee

Orders cancelled before dispatch may incur a $25 cancellation fee.

This may apply where:

  • Order is already being processed
  • Payment reversal incurs costs
  • Repeated cancellations occur

We may waive this fee at our discretion.

12. Exclusions

No refunds or exchanges will be issued for:

  • Opened or consumed products
  • Natural wine characteristics
  • Aged wine taste expectations
  • Minor packaging damage
  • Orders already dispatched
  • Gift cards or store credit
  • Resale purchases

13. Australian Consumer Law

Nothing in this Policy excludes your rights under the Australian Consumer Law.

Where goods fail to meet a consumer guarantee, you are entitled to a remedy.

14. Contact

One Plus One Wine Pty Ltd
Trading as Winetrust
ABN: 50 078 643 786
Registered address: 1044A Dandenong Rd, Carnegie VIC 3163, Australia
Email: support@winetrust.com