Returns and Breakages Policy

At Painted Wolf Wines, we want you to be completely satisfied with your purchase. If there is any issue with your order, please contact us at wines@paintedwolfwines.com and we will do our best to resolve the matter promptly and fairly.

Damaged, Incorrect or Defective Products

Please inspect your order upon delivery and notify us within 48 hours of receipt if:

Any items are damaged or broken during transit.
You receive an incorrect product.
A product is defective or appears faulty.

To help us assess your claim, please provide:

Your order number.
A description of the issue.
Clear photographs of the damaged product(s), packaging, and shipping carton.

Painted Wolf Wines reserves the right to assess all claims before approving a replacement or refund.

Wine Faults

If you believe a wine is faulty, please contact us as soon as reasonably possible after opening the bottle.
We may request that the bottle, its contents, cork, cap, or packaging be retained and/or returned for inspection before a refund or replacement is approved.

Returns

Returns will only be accepted where products are:

Unopened and unused.
In their original condition and packaging.
Accompanied by proof of purchase.
Returned within 14 days of delivery.

Returns requested due to personal preference, incorrect ordering by the customer, or a change of mind may be accepted at the sole discretion of Painted Wolf Wines. In these instances, return shipping costs will be for the customer's account.

Exclusions

We cannot accept returns, replacements, or issue refunds for:

Products that have been consumed or partially consumed, except where a genuine wine fault has been confirmed.
Products damaged due to improper storage, handling, or use after delivery.
Claims submitted outside the reporting periods stated above.
Minor variations in labels, packaging, bottle appearance, or vintage where the product remains substantially the same as advertised.
Products purchased through a third-party retailer or distributor. These should be returned to the original point of purchase.

Delivery Damage

Where damage has occurred during transit, Painted Wolf Wines may require:

Photographs of the damaged goods and packaging.
Retention of the original packaging.
Additional information required to process a claim with the courier or shipping provider.

Failure to provide supporting information may result in the claim being declined.

Refunds and Replacements

Once a return or claim has been reviewed and approved, Painted Wolf Wines will, at its discretion:

Replace the affected product (subject to availability); or
Issue a refund to the original method of payment.

Refunds will only be processed once any required returned goods have been received and inspected.

Vintage Variations

Wine vintages may change from time to time due to stock availability. Where a newer vintage is supplied, this shall not constitute grounds for a refund, provided the wine supplied is substantially the same product as advertised.

Stock Availability

All products are offered subject to availability. If a product becomes unavailable after an order has been placed, Painted Wolf Wines reserves the right to provide a suitable substitute, offer an alternative product, or issue a refund.

Consumer Rights

Nothing in this policy limits or excludes any rights available to consumers under the Consumer Protection Act, 2008 (South Africa) or any other applicable law.

Contact Us

For all returns, breakages, faults, or order queries, please contact:
wines@paintedwolfwines.com