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Refund Policy

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Vintners on the Brook – Station Road, Hathersage, Hope Valley, S32 1DD
Effective from: June 2025

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At Vintners on the Brook, we take great pride in the quality of our wines and related products. We want you to enjoy every purchase with complete confidence. However, we understand that on rare occasions something may go wrong. This policy outlines your rights and our procedures for requesting a refund or exchange.

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Non-Refundable Circumstances

Due to the nature of our products, we do not offer refunds for change of mind. Once a purchase has been completed and the product has left our premises, we cannot accept returns or exchanges unless the item is deemed faulty at the time of purchase.

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Faulty Items

If you believe a product is faulty, please contact us as soon as possible. A product may be considered faulty if:

  • The wine is corked, oxidised, or spoiled at the time of opening (within a reasonable period of purchase);

  • There is an issue with the seal, packaging, or integrity of the product that was present upon purchase;

  • The wrong product was supplied.

To process a refund or exchange, we require:

  • Proof of purchase (receipt, order confirmation, or transaction reference);

  • Clear evidence of the fault, such as photographs and/or return of the item;

  • The unused portion of the product, where applicable (especially for wine).

We reserve the right to inspect and verify the fault before issuing any refund or replacement. This may involve consultation with the supplier or winemaker to determine the nature of the issue.

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Damage Caused After Purchase

We cannot accept returns or provide refunds for:

  • Damage incurred after the product has left our premises;

  • Improper storage (e.g. exposure to heat or light);

  • Broken bottles due to mishandling or accidental damage;

  • Faults resulting from misuse or tampering.

We encourage customers to store wines and wine-related goods according to recommended conditions to preserve quality.

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How to Request a Refund

If you believe you are entitled to a refund or exchange based on the above criteria, please contact us within 7 days of purchase or delivery:

📧 Email: hello@vintnersonthebrook.co.uk
📞 Phone: 01433 627 670
📍 Or visit us in person at: Vintners on the Brook, Station Road, Hathersage, S32 1DD

Once reviewed and approved, refunds will be issued via the original payment method. Please allow 5–10 working days for processing, depending on your bank or card provider.

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Online Orders

If your order was placed online, any issues must be reported within 48 hours of receipt. You may be required to return the faulty item (at our cost) before a refund or replacement is approved.

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Consumer Rights

This policy does not affect your statutory rights under UK consumer law. If an item is found to be faulty, misdescribed, or not fit for purpose, you are entitled to a full refund or replacement in accordance with the Consumer Rights Act 2015.

If you need help or further clarification, don’t hesitate to get in touch. We're here to ensure your experience with Vintners on the Brook is enjoyable and seamless.

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