Refund policy

14-Day Money Back Guarantee - Terms and Conditions

At McLaren Vale Cellars, we're all about our customers. If you're not happy, we're not happy.

That’s why we offer a 14-Day Money Back Guarantee and an Exchange Policy to ensure you're satisfied with your purchase.

Refund Eligibility

To be eligible for a refund, you must request it by logging into your customer account and following the prompts to initiate a return within 14 days of receiving your product(s).

Once your request is submitted, we’ll acknowledge it and send a free return label via email. Print this label, attach it to the original packaging, and drop it off at your local Australia Post office.

Refunds are based on the original price of unopened products at the time of purchase. Opened bottles or those with broken seals are non-returnable and non-refundable.

The 14-day period begins from the day you receive the delivery. The product must be returned via tracked Australia Post within 7 days of the refund request. All products should be returned in their original packaging, in resellable condition.

Please return the products with the same level of care and service that we provide. McLaren Vale Cellars is not responsible for lost or misplaced returns caused by courier or postal services.

Once we receive the returned product, a refund will be processed to your original payment method, and we will send a confirmation email. Refunds are typically issued within 10 business days of receiving the return.

If more than 15 business days have passed since we approved your return and no refund has appeared on your statement, please contact us at sales@mclarenvalecellars.com.

Exchange Policy

We understand that sometimes, you may want to exchange a product for a different one. Our exchange process is simple:

  1. Initiating an Exchange: To request an exchange, please log into your customer account and follow the prompts to start an exchange request within 14 days of receiving your product(s).

  2. Exchange Approval: Once your request is approved, we will send you a free return label via email. Print the label, attach it to the original packaging, and drop it off at your local Australia Post office. The product must be returned in its original, resellable condition.

  3. Exchange for Similar Value Products: If you are exchanging the product for another of equal value, it will be swapped over at no additional cost, provided the item is in stock.

  4. Exchange for Higher Value Products: If you wish to exchange your product for one of higher value, the difference in price will need to be paid by the customer. We will provide payment instructions once the exchange is processed.

  5. Non-Exchangeable Items: Opened bottles, broken seals, Bulk Wine, Port, and 200ml Gin/Liqueur bottles are non-exchangeable, as we cannot guarantee the quality for resale.

  6. Processing the Exchange: Once we receive the returned item and it passes inspection, we will ship the replacement product. Exchanges are subject to product availability.

  7. Processing Time: Once we receive the returned product, we will process the exchange and send the new item within 7 business days. We will confirm the exchange via email.

Non-Returnable and Non-Exchangeable Items

Bulk Wine, Port, and 200ml Gin/Liqueur bottles are final sale items and cannot be returned or exchanged, as we cannot guarantee their resale quality.

Cancelling an Order

Q1: How do I cancel my order?

To cancel your order, please email sales@mclarenvalecellars.com with your order number and method of payment. Use the subject line "Order Cancellation Request - [Your Order Number]."

Q2: When is the deadline for cancelling my order?

Orders are processed every weekday morning at 9 am. To cancel an order before dispatch, submit your request by 8:30 am on the day of processing.

Q3: Can I cancel my order after it has been processed?

Yes, cancellations can still be processed after dispatch. However, a $20 fee will be deducted from your refund to cover return shipping costs.

Q4: Will I receive confirmation of my cancellation?

Yes, we will send you a confirmation email once your cancellation has been processed. If you don’t receive confirmation by the close of business on the same day, please contact our customer support.

Change of Mind Policy – McLaren Vale Cellars

We want you to love every bottle you receive, but we understand that sometimes you might change your mind. Here’s how we handle those situations:

Cancelling an Order (Before Shipping)

  • If you need to cancel your order, please contact us before 8:30 AM the next morning after placing it.
  • We’ll do our best to stop the order before it leaves the warehouse.
  • If the order has already been processed for shipping, a return shipping fee may apply.

Returns & Exchanges (After Shipping)

  • If you’ve received your order but changed your mind, you can return it under our 100% Happiness Guarantee—as long as:
    ✅ The wine is unopened and in its original condition.
    ✅ You notify us within 14 days of receiving your order.
    ✅ The return is arranged through our team.

  • We’ll offer either a store credit or an exchange for another product of your choice.

  • In some cases, we may offer a refund, but return shipping costs will be deducted unless the return is due to an issue/error on our end.