HITCHCOCK WINE
Return and Refund Policy — Website Edition
South Africa & Nigeria | 2026
Contents
REFUND AND RETURN POLICY
A.1 Our Promise
A.2 When We Accept Returns
A.3 When We Cannot Accept Returns
A.4 Wine Club Cancellations
A.5 Event Cancellations
A.6 Corporate Gifting Orders
A.7 How Refunds Are Processed
A.8 Get in Touch
| Refund and Return Policy |
Effective Date: 1 January 2026
A.1 Policy Scope
This policy covers all purchases of wine, wine accessories, event tickets, and Wine Club memberships.
A.2 When We Accept Returns
Faulty wine
Wine faults do occasionally occur — cork taint, premature oxidation, or refermentation are the most common. If you believe a bottle is faulty:
- Let us know in writing within 5 days of opening the bottle.
- Keep at least 150ml in the bottle and don’t pour it away — we may need it for assessment.
- Send us photos of the bottle, cork, capsule, and fill level.
If we confirm a fault, we’ll replace the bottle or refund you in full — your choice.
Transit damage
If your order arrives with damaged bottles or packaging:
- Note the damage before signing any delivery paperwork.
- Send us photos within 48 hours of delivery.
We’ll arrange a replacement or refund at no cost to you.
Wrong wines delivered
If what arrives is materially different from what you ordered, let us know within 5 days. We’ll collect and replace at our cost or refund you in full.
A.3 When We Cannot Accept Returns
We’re unable to process returns in the following situations:
- You’ve changed your mind about the purchase.
- The wine doesn’t suit your personal taste (taste preference isn’t a fault).
- The wine was stored incorrectly after delivery.
- The bottle has been opened and more than 150ml consumed.
- The request falls outside the timeframes above.
- The wine was purchased as a final-sale or limited allocation.
| Nigeria note: Once wine has cleared NAFDAC and Nigerian Customs and been delivered to you, we’re unable to accept returns except in the fault and damage scenarios above. Customs duties and NAFDAC levies paid are non-refundable. |
A.4 Wine Club Cancellations
- To cancel your membership, please give us 30 days’ written notice before your next scheduled dispatch.
- If an allocation has already been dispatched when we receive your notice, that allocation isn’t refundable.
- Cancellations with less than 30 days’ notice may incur a fee of up to 15% of the allocation value.
- If your membership has been active for fewer than 30 days and nothing has been dispatched yet, you can cancel without any charge.
A.5 Event Cancellations
| More than 21 days before the event | Full refund |
| 7 to 14 days before the event | 50% refund |
| Fewer than 7 days before the event | No refund |
| Transferring your ticket to someone else | No charge — just let us know at least 48 hours before |
| If we cancel or postpone an event | Full refund or transfer to the new date — your choice |
A.6 Corporate Gifting Orders
Bespoke corporate gifting orders — including personalised packaging and Gabriel-Glas selections — are non-refundable once production or assembly has started, as they’re made specifically for you.
If you need to cancel before we begin, please contact us in writing as soon as possible and we’ll do our best to accommodate you.
Transit damage on corporate gifts follows the same process as Section A.2 above.
A.7 How Refunds Are Processed
- Refunds go back to the original payment method.
- Nigerian refunds: up to 14 business days, depending on your bank.
- Refunds are issued in the currency you originally paid in. We’re not responsible for exchange rate differences.
- Bank charges and duties paid at the point of import are non-refundable unless the fault is ours.
A.8 Get in Touch
If you have a question about a return or refund, please contact us directly — we’d always rather sort things out than leave a client dissatisfied.
| Hitchcock Wine — Client Relations Fiona Hitchcock Email: fiona@hitchcockwine.com Tel: +27 82 780 8887 Monday to Thursday, 09:00 – 17:00 SAST Friday, 09:00 – 12:00 SAST |
If we haven’t been able to resolve your concern, you can contact the Federal Competition and Consumer Protection Commission at www.fccpc.gov.ng.
— End of Document —
HITCHCOCK WINE | south africa & nigeria | 2026
Website Edition