Return policy

We want your experience to be smooth, simple and enjoyable. This page covers returns, credit notes and refunds for both our online store and our fundraising campaigns, should there be a problem.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this policy limits those rights.

Damaged, defective or incorrect orders

If your order arrives damaged, defective or incorrect, we will make it right immediately. This includes, for example:

bottles that are broken, cracked or leaking on arrival
products that are faulty or not as described, such as wine that is spoiled or corked
items that are missing from your order
products that are different from what you ordered

If you're not sure whether your issue is covered, contact us and we'll help. Wine that isn't to your taste is not considered faulty.

What to do: Contact us within 7 business days of receiving your order at fundraising@vinate.com.au.
What to include: Your order number, a brief description of the issue and photo evidence of the damaged or incorrect items, including the packaging.
Resolution: Once verified, we will arrange a replacement or issue a credit note for the value of the affected items. Where you are entitled to a refund under the ACL, we will refund you to your original payment method.

For fundraising group deliveries, please also let your campaign coordinator know.

Orders that don't arrive

If your order hasn't arrived within 10 business days of dispatch, contact us at fundraising@vinate.com.au with your order number and we'll investigate with the carrier and arrange a replacement or issue a credit note. Where you are entitled to a refund under the ACL, we will refund you instead.

Change of mind

Fundraising orders. Because every order is custom-processed specifically for your organisation's fundraising campaign, we do not offer returns or refunds for change of mind once a campaign has closed and processing has commenced.

Retail orders. We do not offer returns or refunds for change of mind on wine and other alcohol once an order has been dispatched.

How credit notes and refunds work

Credit notes are issued by email within 5–10 business days of approval for the value of the affected items and can be used on any future fundraising or online orders. Credit notes are valid for 12 months. Where a refund is due under the ACL, it is paid to your original payment method within 5–10 business days of approval. Your bank may take additional time to show the credit.

Your cart is dry

Your cart

Estimated total