Returns & Refunds

If you have changed your mind, received a damaged bottle, received a product different from the one ordered, or believe a wine may be defective, you will find all the relevant information here.

For any request concerning returns, refunds or problems with an order, please use the contact form.

Returns

You may request the return of a product within 14 days of receiving your order, where provided for by applicable law.

For a change-of-mind return, the product must be returned in the best possible condition and, where present, in its original packaging.

The customer is responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and condition.

For bottles of wine, a change-of-mind return is only possible if the product has not been opened or consumed.

You must provide the order number or other proof of purchase.

Before sending a return, contact us via the contact form to receive instructions.

Products must be returned to:

Lemon Srl – Returns
Strada di Sant'Appiano 8
50028 Barberino Val d'Elsa (FI)
Italy

Except in cases of defective, damaged or incorrect products, or where otherwise required by law, return shipping costs are borne by the customer.

Opened bottles

An opened bottle cannot be returned simply because you changed your mind or because the wine does not suit your personal taste.

The fact that a wine is not to your liking, seems too acidic, tannic, mature or simply different from what you expected does not in itself constitute a defect.

This is different where opening the bottle is necessary to discover a possible problem with the wine.

Cork taint or another possible wine defect

If you believe a bottle shows cork taint, abnormal oxidation or another possible defect, contact us as soon as possible and provide:

  • the order number;
  • the product concerned;
  • a description of the problem.

To enable us to assess the report, please keep, where possible:

  • the original bottle;
  • the original cork, where present;
  • enough remaining wine to allow the issue to be assessed.

Where possible, we recommend keeping at least 3/4 of the contents.

We also ask you to send photographs of the bottle, label and cork.

VinHello may request further information or ask for the bottle to be returned so that the issue can be assessed.

If the defect is confirmed, we will, depending on the circumstances and product availability, provide a replacement or refund.

If you are unable to retain the bottle, cork or remaining wine in full, this does not automatically exclude your claim, but it may make the issue more difficult to verify.

Any mandatory rights provided by law remain unaffected.

When a wine is not considered defective

The following do not automatically constitute a defect:

  • natural sediment;
  • crystals or precipitates;
  • colour changes consistent with the age of the wine;
  • aromatic or flavour characteristics inherent to the product;
  • the natural evolution of wine over time;
  • characteristics typical of natural, unfiltered or skin-contact wines, or wines made using particular winemaking techniques.

An already opened bottle cannot therefore be returned solely because the wine was not to the customer's liking.

Older vintages and collectible wines

Mature and collectible wines are subject to natural evolution.

Over the years, changes in colour, aromas, structure and the presence of sediment may occur. Where consistent with the type and age of the wine, these phenomena do not in themselves constitute a defect.

For older vintages, VinHello cannot guarantee that the wine will fully retain its original organoleptic characteristics.

This does not affect the customer's rights where a product is non-compliant, has been altered for reasons attributable to storage or handling before delivery, or differs from what was stated or described on the product page.

For collectible wines, the condition of the following may also be particularly relevant:

  • label;
  • capsule;
  • fill level;
  • bottle;
  • original packaging, where applicable.

If a bottle arrives in a condition that differs significantly from what was stated or shown on the website, contact us before opening it.

Products damaged in transit

If a bottle arrives broken, cracked or visibly leaking, contact us as soon as possible.

Where possible, please send us:

  • the order number;
  • photographs of the damaged bottle;
  • photographs of the inside of the parcel;
  • photographs of the outer packaging;
  • a photograph of the shipping label.

Do not dispose of the packaging immediately, as it may be required to verify the damage with the carrier.

After assessment, we will replace or refund the affected product.

If the parcel shows visible damage at the time of delivery, where possible report the issue to the carrier and photograph the parcel before opening it.

Incorrect product or vintage

If you received:

  • a wine different from the one ordered;
  • a different bottle size;
  • an incorrect quantity;
  • a vintage different from the one purchased;

do not open the bottle and contact us.

Send us the order number and photographs of the product received.

If the error is attributable to VinHello, we will provide a replacement or refund at no additional cost to the customer.

Damaged labels and packaging

For bottles intended for normal consumption, minor purely cosmetic imperfections that do not affect the wine do not automatically entitle the customer to a replacement or refund.

For collectible wines, however, the condition of the label, capsule, bottle and packaging may be a relevant characteristic of the product.

Products that cannot be returned for a change of mind

The following cannot be returned simply because you changed your mind:

  • opened bottles;
  • products that have been consumed or used;
  • products damaged due to improper storage after delivery;
  • personalised or made-to-order products, where applicable;
  • gift cards;
  • other products excluded from the right of withdrawal where provided by law.

These limitations do not affect any rights relating to defective, damaged or non-compliant products.

Exchanges

We do not automatically exchange products for personal preference.

If you would like a different product, you may request the return of the original product, if eligible, and then place a new order.

If a replacement is required because the product is incorrect, damaged or defective, we will handle the request directly.

Right of withdrawal in the European Union

For purchases made by consumers in the European Union, the right of withdrawal provided by applicable law applies.

Subject to the exceptions provided by law, consumers may notify us of their decision to withdraw from the purchase within 14 days of delivery, without giving a reason.

After the withdrawal has been communicated, the product must be returned within the time limits and in accordance with the procedures required by applicable law.

The customer is responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and condition.

Refunds

Once the return has been received and inspected, we will notify you of the outcome of the request.

Where a refund is due, the amount will, where possible, be credited using the same payment method used for the purchase.

Where the right of withdrawal is exercised, the refund will include the amounts due under applicable law, including any standard delivery costs originally paid by the customer, within the limits provided by law.

Any additional costs arising from the customer's choice of a delivery method other than the standard option offered are not refundable.

The refund will be made within the time limits required by applicable law.

VinHello may withhold the refund until the goods have been received or until the customer provides evidence that they have returned them, whichever occurs first, where permitted by law.

For defective, damaged, incorrect or non-compliant products, replacement or refund is carried out after the report has been assessed.

The actual time required for funds to appear may depend on the bank, card network or payment service provider.

An important note if there is a problem with a bottle

If you believe a wine may be defective, do not dispose of the bottle, cork or remaining wine before contacting us.

Where possible, keep:

the bottle + original cork + enough remaining wine to allow the issue to be assessed.

Where possible, we recommend keeping at least 3/4 of the contents.

These items may be necessary to assess the report correctly.

Legal guarantee

For purchases made by consumers, the provisions of applicable law concerning the legal guarantee of conformity apply.

The procedures described on this page are intended to make requests easier to manage and do not limit any mandatory rights granted to consumers by law.

Contact

For returns, refunds, damaged products, defective bottles or incorrect orders, please use the contact form.

Where available, always provide:

  • the order number;
  • the product concerned;
  • a description of the problem;
  • photographs useful for assessing the issue.