Returns & Refunds Policy

At The Chilled Vineyard, we aim to ensure our customers are fully satisfied with their purchases. If you wish to return an item, please read our updated policy below regarding eligibility and restocking fees.

The following terms apply to any products purchased from us.


Interpretation and Definitions

Interpretation

Words with capitalised initial letters have meanings defined under the following conditions. These definitions apply whether the terms appear in singular or plural form.

Definitions

For the purposes of this Return and Refund Policy:

  • Company (“the Company”, “We”, “Us”, or “Our”) refers to The Chilled Vineyard, 39–40 Queen’s Gate, SW7 5HR.

  • Goods refer to the items offered for sale on the Website.

  • Orders mean a request by You to purchase Goods from Us.

  • Service refers to the Website.

  • Website refers to thechilledvineyard.co.uk

  • You means the individual or entity accessing or using the Service.


Order Cancellation & Return Rights

You may request to return your order; however, all returns (excluding damaged, defective, or incorrect items) are subject to a restocking fee of 10–30%, depending on the item and condition of the return.

This restocking fee applies regardless of the time frame, unless stated otherwise in writing by The Chilled Vineyard.

To initiate a return, You must notify us by email, website contact form, or phone:

Refunds will be issued once the returned Goods have been received, inspected, and approved.

Refunds will be processed using the same method of payment used for the Order.
Processing time is typically 3–5 business days, but may take up to 14 days depending on your payment provider.

For payment providers such as Klarna, Clearpay, or PayPal, please allow up to 2 weeks for our processing and an additional period as required by the provider (up to 10 business days).


Restocking Fee (10–30%)

A restocking fee will be deducted from Your refund for any return that is not the result of damage, defect, or our error.
This fee covers:

  • inspection

  • handling

  • repackaging

  • supplier return charges

  • administration costs

The exact fee (between 10% and 30%) depends on:

  • the brand or supplier

  • the product type

  • the condition and packaging of the returned item

  • any supplier-imposed fees

We will inform You of the applicable restocking fee before approving the return.


Conditions for Returns

To be eligible for a return:

  • Goods must be in original packaging

  • Goods must be unused and undamaged

  • Goods must be in resellable condition


Non-returnable Goods

The following Goods cannot be returned:

  • Special-order or customised items

  • Goods not suitable for return due to hygiene reasons if unsealed

  • Goods which deteriorate or expire quickly

  • Goods inseparably mixed with other items after delivery

  • Goods damaged through misuse, incorrect installation, or improper handling

We reserve the right to refuse returns that do not meet the above conditions.


Returning Goods

If Goods are damaged or faulty, returns are free of charge.

For all other returns, You are responsible for arranging and paying for the return shipment unless otherwise stated.

To arrange a return:

We will provide the correct return address.
Do not send items to our office address, as this is not a returns facility.

We recommend using a tracked and insured service. We cannot process refunds without receipt of the Goods or proof of return delivery.


Exchanges

We only replace items if they are defective or damaged. For exchanges of non-faulty products, the standard return conditions and restocking fee apply.


Gifts

If the Goods were marked as a gift and shipped directly to You, You will receive a gift credit for the value of Your return, minus any applicable restocking fee.

If the order was not marked as a gift, the refund will be issued to the original purchaser.


Reporting Damage or Defects

If Your item arrives damaged or defective, please notify us within 14 days of delivery.

We may request supporting photos or require the item to be returned for inspection.

In some cases, the manufacturer may handle warranty claims directly. If so, we will connect You with them and monitor the process.

If more than 14 days have passed, warranties or protection plans may apply depending on the product.

 

Contact Us

If you can't find the answer to your question, you can always contact us:

Website Name: thechilledvineyard.co.uk

Company Name: The Chilled Vineyard Group Ltd

Company Number: 16851566

Address: 39-40 Queen's Gate, SW7 5HR

Email: info@thechilledvineyard.co.uk

Phone: 02082434634

 

Customer Service Opening Hours:

Monday - Friday: 9am-5pm

Saturday - Sunday: CLOSED


We will respond to your request within 24 hours.


Please Note: Our office address is for mailing only, do not send returns back to this address, we will provide you with a return address once your return has been approved.