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At Somm Cellars Limited, we take great care when preparing, packing and dispatching every order. However, we understand that, on rare occasions, an order may be delayed, damaged, incorrectly delivered or unable to be delivered.

If there is a problem with your order, please contact us at info@sommcellars.co.nz with your order number and details of the issue. We will do our best to resolve the matter as promptly as possible.

MISSING OR DELAYED DELIVERIES

If your order has not arrived within the expected delivery timeframe, please contact us so that we can investigate the delivery with the courier company.

Where a parcel is confirmed as lost or cannot reasonably be recovered, we will offer one of the following:

• A replacement of the same product, subject to availability;

• A suitable alternative product, with your agreement; or

• A refund for the missing product.

If the tracking information shows that your order has been delivered but you cannot locate it, please check around the delivery address and with other members of your household before contacting us.

UNDELIVERABLE OR UNCLAIMED ORDERS

Occasionally, an order may be returned to us because delivery could not be completed. This may occur where:

• An incorrect or incomplete delivery address was provided;

• The recipient could not be contacted;

• The parcel was not collected within the courier’s collection period;

• The recipient refused delivery; or

• The courier was unable to complete the legally required age or identification check.

Once the order has been safely returned to us, we will contact you to discuss redelivery or a refund.

Where the delivery failure was not caused by Somm Cellars Limited or the courier company, any additional delivery or return costs may be payable by the customer. If a refund is requested, the original delivery charge and any reasonable return delivery costs may be deducted from the refund.

If the delivery failure was caused by an error by Somm Cellars Limited or the courier company, we will arrange redelivery or another appropriate remedy at no additional cost to you.

PRODUCTS DAMAGED IN TRANSIT

If a product arrives damaged, please contact us as soon as reasonably possible. To help us confirm the damage and submit a claim to the courier company, please provide photographs showing:

• The damaged product;

• The outer packaging;

• The shipping label; and

• Any visible damage to the delivery box or protective packaging.

Where possible, please retain the damaged product and all packaging until we advise you that they may be safely discarded.

Once the damage has been confirmed, we will offer one of the following:

• A replacement of the same product, subject to availability;

• A suitable alternative product, with your agreement; or

• A refund for the damaged product.

Any replacement product will be sent at no additional delivery cost.

INCORRECT OR INCOMPLETE ORDERS

If you receive an incorrect product, or an item is missing from your order, please contact us with your order number and a photograph of the products received.

Where the error was made by Somm Cellars Limited, we will arrange the collection or return of the incorrect product and send the correct product at no additional cost.

We may ask you to reseal the delivery box, attach a return label supplied by us, and make the parcel available for courier collection. We appreciate your assistance with this process.

Please do not open or consume a product that you believe has been sent to you in error.

PRODUCT QUALITY CONCERNS

If you believe that a wine, sake or spirit is faulty or does not meet the standards required under New Zealand consumer law, please contact us as soon as possible.

Please retain the bottle, closure, remaining contents and proof of purchase while we assess the issue. We may also request photographs and information about how the product was stored, opened and served.

A difference in personal taste or preference does not necessarily mean that a product is faulty. However, genuine product faults will be handled in accordance with the Consumer Guarantees Act 1993.

CUSTOMER ORDERING ERRORS AND CHANGE-OF-MIND RETURNS

Please check your order carefully before completing your purchase.

Somm Cellars Limited is not required to provide a refund or exchange where you simply change your mind, order the wrong product, find the product elsewhere at a lower price, or no longer require the product.

However, we may agree to accept a return at our discretion where:

• You contact us before returning the product;

• The product is unopened, unused and undamaged;

• The bottle, label, packaging and seal remain in their original condition;

• The product has been stored appropriately; and

• The product is suitable for resale.

Please do not return any product without first contacting us and receiving return instructions.

Where a return is accepted because of a customer ordering error or change of mind:

• The customer is responsible for the cost and safe return of the product;

• The original delivery charge is not refundable;

• The product remains the customer’s responsibility until it is received by us; and

• A refund will be considered only after the returned product has been received and inspected.

We reserve the right to decline a change-of-mind return if the product has been opened, damaged, incorrectly stored or is otherwise unsuitable for resale.

ORDER CANCELLATIONS

Please contact us immediately if you wish to cancel or amend an order.

We will make reasonable efforts to accommodate your request if the order has not yet been dispatched. However, we cannot guarantee that an order can be changed or cancelled once it has entered the packing or delivery process.

Once an order has been dispatched, any return will be handled under the terms of this policy.

REFUNDS

Approved refunds will normally be returned to the original payment method used for the purchase.

Refunds will be based on the amount actually paid for the affected product, including any discounts or promotional offers applied to the original order.

For gift orders, any refund will generally be made to the original purchaser using the original payment method.

Please allow additional time for your bank or payment provider to process an approved refund.

YOUR RIGHTS UNDER NEW ZEALAND LAW

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law.

Where a product does not meet the guarantees required by law, Somm Cellars Limited will provide an appropriate remedy within a reasonable time and at no additional cost to the customer.

CONTACT US

For missing deliveries, damaged products, incorrect orders, returns or refund enquiries, please contact:

Somm Cellars Limited
Email: info@sommcellars.co.nz

Please include your name, order number, delivery address and photographs where relevant so that we can assist you promptly.