Refund policy

Hunters Hill Wine Room – Refunds & Returns Policy

At Hunters Hill Wine Room we are committed to ensuring that every product you purchase is delivered to you in the best possible condition. Our Refunds & Returns Policy is designed to comply with the Australian Consumer Law (ACL) and to provide clarity about how we handle returns, refunds, and replacements.

1. Your Rights under Australian Consumer Law

We will provide a replacement, credit, or refund in accordance with the ACL where a product:

  • Is faulty, defective, or unsafe.

  • Does not match the description provided.

  • Differs from the product you ordered.

These rights cannot be excluded, and are in addition to any manufacturer’s warranty.

2. Damaged or Broken Items

Although breakages are rare, shipping fragile products such as wine can occasionally result in damage:

  • Every order dispatched by Hunters Hill Wine Room is fully insured.

  • If your order arrives damaged or broken, please notify us promptly at info@huntershillwineroom.com.au with photos of the damage.

  • We will organise a replacement, credit, or refund at no additional cost to you.

3. Faulty or Corked Wines

While we take every step to ensure wines are in excellent condition, faults can occur (e.g. cork taint or spoilage).

  • Please retain the bottle and its contents (at least ¾ full) so that assessment can be made.

  • Contact us at info@huntershillwineroom.com.au with details of the fault.

  • If confirmed, we will replace the wine (where stock is available), provide store credit, or refund the purchase price.

  • In some cases, we may request the bottle be returned for supplier quality control purposes, at our cost.

4. Incorrect Items Received

If you receive an incorrect product:

  • Notify us within 7 days of delivery at info@huntershillwineroom.com.au.

  • We will arrange for the incorrect product to be collected and the correct product dispatched, or otherwise offer a refund or store credit.

  • Return shipping costs for incorrect items are covered by Hunters Hill Wine Room.

5. Returns Process

To assist us in resolving your claim quickly, please provide:

  • Your full name and order number.

  • Date of purchase and delivery.

  • A clear description of the issue, and photos where possible.

We may require confirmation that the parcel has been lodged for return (e.g. courier tracking) before a refund can be processed. Once received and assessed, refunds will generally be processed within 5–10 business days.

6. Exclusions

Refunds or replacements will not be offered where:

  • The product was damaged due to improper storage, handling, or misuse after delivery.

  • Minor scuffs, scratches, or label damage occur to packaging or presentation boxes, where the wine inside is unaffected.

  • Wines are returned without sufficient remaining contents to allow assessment of the fault.

7. Contact

For all refund and return enquiries, please contact us at:
info@huntershillwineroom.com.au
Phone: (02) 8044 3624
Hunters Hill Wine Room Pty Ltd (ABN 51 669 565 548 | ACN 669 565 548)
Unit 5/35 Alexandra St, Hunters Hill NSW 2110
Liquor Licence: LIQP770016914

No alcohol can be sold or supplied to anyone under 18. It’s against the law.

This policy is reviewed regularly and may be updated to reflect changes in law or business practice.