Nine Oaks Vineyard Returns & Refunds Policy

We want you to be completely happy with your wine purchase. If something isn’t right, we’ll always do our best to make it right.

Damaged or Faulty Wines

If your order arrives damaged or faulty, please contact us within 7 days of delivery at info@nine-oaks.co.uk.
We’ll replace the affected bottle(s) or issue a full refund — whichever you prefer.
Please include your order number, a description of the issue, and photos if possible to help us resolve things quickly.

Change of Mind / Unwanted Orders

If you change your mind, you have the right to cancel your order within 14 days of receiving it under the UK Consumer Contracts Regulations.
To qualify for a refund:

  • The bottles must be unopened, sealed, and in their original packaging.

  • You’ll need to return them to us within 14 days of letting us know you’d like to cancel.

  • Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

Once we’ve received and checked your return, we’ll issue a refund (excluding any original delivery charges) within 5 working days.

Incorrect Items

If we’ve sent you the wrong wine by mistake — sorry! Please let us know within 7 days of delivery and we’ll arrange a replacement or refund at no cost to you.

How to Arrange a Return

  1. Email us at info@nine-oks.co.uk with your order number and reason for return.

  2. We’ll confirm next steps and provide the return address.

  3. Pack the bottles securely — ideally in the packaging they arrived in — and send them back to us.

Non-Returnable Items

We can’t accept returns for opened bottles or part-consumed products unless they’re faulty.

Questions or Help

If you have any questions about your order or a return, please get in touch — we’re always happy to help:
📧 info@nine-oaks.co.uk

Returns & Refunds (Summary):
We want you to love your wine! If your order arrives damaged, faulty, or incorrect, we’ll replace or refund it straight away. You can also return unopened bottles within 14 days if you change your mind. See our full Returns & Refunds Policy for details.