Return Policy

RETURNS

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We guarantee the condition of all our stock. If you receive goods which when unpacked turn out to be faulty, please notify us within 48 hours of delivery and we will organize a replacement for you at our cost.

We encourage you to ask questions before you buy as we must decline to refund on-line purchases that do not involve products with an actual fault.

We wish for you to be happy with your purchases and so should you have any concerns do please email us at  shop@villagewinery.co.nz or call us on +64-9-638 9780. 

Several types of goods are exempt from being returned unless we made a mistake in your order or in shipping. Perishable goods such as food, wine or beer, cannot be returned unless the goods are found to be faulty when opened.

Additional non-returnable items:
Gift cards

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. 

You must contact us prior to returning any goods and explain the situation. 

To complete your return, we require a receipt or proof of your purchase.   

Please do not send your purchase back to the manufacturer.  

There are certain situations where only partial refunds are granted:
Book with obvious signs of use.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery.

REFUNDS

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, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days. 

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 shop@villagewinery.co.nz 

EXCHANGES 

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at shop@villagewinery.co.nz and send your item to:

The Village Winery
417 Mt Eden Road
Auckland 1024
New Zealand

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

SHIPPING

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.  

To return your product, you should mail your product to:  

The Village Winery
417 Mt Eden Road
Auckland 1024
New Zealand 

You will be responsible for paying for your own shipping costs for returning your item.  

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

In any case, our return / refund policy lasts 14 days. If 14 days have gone by since your purchase, then, unfortunately we can not offer you a refund or exchange.