Refund policy
Kingsbury Cellars is dedicated to offering our customers exceptional quality, hard-to-find fine wines at competitive prices. However, in certain situations, we may need to cancel an order and issue a full refund.
1. Pricing Errors: We reserve the right to cancel an order and issue a full refund to the original payment method if we discover an obvious pricing error. This includes cases where the product price is significantly lower than the reasonable market price.
2. Out of Stock: If a product becomes unavailable after your order has been placed, we will cancel the order and issue a full refund to the original payment method. We apologize for any inconvenience and will work to update our inventory promptly.
3. Faulty or Damaged Products: If you receive a damaged or faulty bottle, please contact us within 3 days of delivery to request a replacement, full refund and free return shipping. Refund requests must be made within 3 days after delivery; we cannot guarantee to process requests made beyond this period.
*For Change-of-Mind Returns not covered by our above policy, customers are responsible for covering the Original Shipping Fee, Return Shipping Fees and Credit Card Transaction Fee.
We have a 3-day return policy, which means you have 3 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can submit a return request from order status page or contact us at info@kingsburycellars.com.au. Please note that returns will need to be sent to the following address: D5/2A Westall Rd, Springvale VIC 3171.
If your return is accepted, we’ll send you an instruction on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If you require us to organize a pickup return, we will refund the amount less the return postage cost.
You can always contact us for any return question at info@kingsburycellars.com.au.
*Exceptions / non-returnable items:
Products marked as special sale offers are not eligible for return.
Including but not limited to:
Clearance Sale
Mix & Save Discounts
Holiday Special Discounts
Exchanges:
The fastest way to ensure you get what you want is to contact us first to check the availability and then return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds:
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us at info@kingsburycellars.com.au
*Return Shipping Costs: You will need to pay for the return shipping if you require a refund for personal reasons not covered under our refund policy. For your peace of mind, we suggest using a shipping method that allows you to track your package and consider getting shipping insurance. This way, you’re protected if the package is lost or damaged on its way back to us. Unfortunately, we can’t take responsibility for items that are lost or damaged during return shipping.
For any questions or concerns about our refund policy, please contact us at info@kingsburycellars.com.au. We are committed to providing an exceptional shopping experience and will work diligently to resolve any issues that may arise.