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Returns and Breakages

  • If you are not completely happy with your purchase, please contact us to arrange collection and a refund.
  • In cases of unavailability, we will refund you in full within 7 days.
  • Any complaints regarding the standard and quality of the products bought should be directed to our Shop Manager via
  • CellarDirect reserves the right to cancel an order for which payment has already been received if stock is insufficient or the quality of goods ordered does not meet our standards. Should we ever exercise this right, we will first communicate with you to try and suggest alternative wines, failing which you will receive a full refund with no deductions.

Breakage policy

As wine bottles are rather fragile, we unfortunately do experience breakages...

  • Breakage policy - Bottle
    If you receive your wine, and you notice that a bottle has been broken please write this on the waybill you sign (that way we can claim it back from Mr. Insurance). Then please let us know via  how many bottles are broken (and which wine). We ask that you send us photo evidence of this, as this speeds up the return/replacement process. We will then access the damage and refund the relevant amount back into your credit card, or send you replacement wine. The choice is yours.
  • Breakage policy - Case
    In the very extreme case of the whole case being damaged, please do not accept the delivery. Then please let us know via  and we will get you a replacement asap.

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