Return and Refund Policy
This policy applies to all online purchases made directly through Taschini. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Please note that we only process returns and refunds for purchases made directly through our website. If you purchased our wine through a third-party stockist, retailer, or restaurant, please contact them directly to inquire about their return policy.
1. When We Accept Returns
We will happily provide a replacement, refund, or store credit in the following circumstances:
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Incorrect Items Delivered: If you receive wines that do not match your order due to an error by our packing team. In this instance, Taschini will cover all return shipping costs to retrieve the incorrect items.
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Damaged in Transit: If your goods are physically damaged during transport (e.g., broken bottles) and we are notified by our carrier or provided with photographic evidence upon delivery.
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Faulty Product: If the wine is deemed faulty, corked, or unfit for consumption.
2. When We Do Not Accept Returns
We do not accept returns, or issue refunds and replacements, for the following:
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Change of Mind: We do not refund or exchange items if you simply change your mind or make an incorrect selection at checkout.
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Weather Damage: We do not take responsibility for wine that is damaged due to adverse weather conditions during transport. Please note that to protect the integrity of our wine, we reserve the right to hold the dispatch of orders during periods of extreme heat in South Australia or the destination state.
3. Order Cancellations and Re-routing
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Cancellations: Most orders placed before 10:00 AM (ACST) on business days are dispatched the same day. Orders may be adjusted or cancelled at the discretion of [Brand Name], provided you notify us prior to the order being dispatched.
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Re-routing: Once an order has left our warehouse, any requests to redirect or re-route the delivery to a new address will incur an additional freight charge, which must be covered at the expense of the purchaser.
4. How to Request a Return
If your order meets the eligible return criteria above, please contact our team at hello@ottelia.com.au within 7 days of delivery.
Please include your order number and photographic evidence of any damage or incorrect items. Subject to your rights under the Australian Consumer Law, Taschini reserves the right to refuse refund or return requests if the items do not meet the criteria outlined in this policy. In some circumstances, at the discretion of our team, store credit may be issued in lieu of a refund.
