Return & Refund Policy

Returns

  • We will provide a full refund or replacement for any wines that are faulty. This does not affect your statutory rights.

  • We may require faulty bottles to be returned to us. We will arrange this as necessary at your convenience.

  • You may request ‘sale-or-return’ when ordering online, which is offered subject to agreement in advance of delivery with the delivering store, subject to any specific conditions as notified by the store.

 

Cancellations & complaints

  • You may cancel your order at any time until 7 working days after delivery. Should you decide to cancel, all charges to you will be refunded as soon as the goods are returned in a saleable condition to your nearest store.

  • In the event of complaint please contact hello@thebigwineshop.com giving as much detail as you can. All complaints will be acknowledged within 48 working hours and you can expect a full resolution of your complaint within a further 72 working hours. You will be kept informed if there is any delay beyond this. Each complaint will be treated as confidential and will be attended to by a senior manager or director.