Refund policy

Returns & Refunds Policy

Last updated: 28 June 2026

At Stolen Cellar, our wines are sourced directly from wineries, importers and distributors and are often dispatched from their own premises. This gives us access to a wider range of wines and sharper pricing, but means returns are more complex than with a conventional warehouse-based retailer.

Please choose carefully before placing your order.

Change-of-mind returns

We do not offer returns, exchanges or refunds for change of mind once an order has been dispatched.

This includes where you:

• ordered the wrong wine, vintage, quantity or case size;
  
• no longer want the product;
  
• found the product elsewhere at a different price;
  
• did not enjoy the wine based on personal taste or preference; or
  
• changed your mind after receiving the order.

We may, at our sole discretion, consider a cancellation request before an order has been dispatched. As our suppliers often begin processing orders shortly after they are placed, we cannot guarantee that a cancellation or amendment can be made.

Where we agree to cancel an order at your request before dispatch, we may refund the order value less a reasonable cancellation fee to recover payment-processing, platform and administration costs that we have already incurred and cannot recover. This fee will be no more than our actual reasonable costs and will be advised to you before the cancellation is processed.

No cancellation fee applies where we cancel an order, where we are unable to supply the product, or where you are entitled to a remedy under New Zealand consumer law.

Any approved change-of-mind return must be authorised by Stolen Cellar in writing before it is sent anywhere.

Approved discretionary returns

Where we agree to accept a return, the product must:

• be unopened, unused and in fully saleable condition;
  
• remain in its original packaging, with labels, capsules and seals intact;
  
• be safely stored and returned without damage; and
  
• be returned within the timeframe and to the address we provide.

You are responsible for all return freight, insurance and handling costs for discretionary returns.

Where a discretionary return is approved, we may deduct reasonable costs incurred in processing, returning, inspecting or restocking the product, including any supplier or courier charges, from any refund.

We will not accept products that have been opened, consumed, damaged, improperly stored, returned without approval or sent to an incorrect address.

Faulty wine

We take quality seriously, but wine is a natural product and individual bottles can occasionally be affected by faults such as cork taint or premature oxidation.

If you believe a bottle is faulty, please contact us as soon as possible after opening it. Please include:

• your order number;
  
• the name of the wine;
  
• a clear description of the issue;
  
• photographs of the bottle, label, closure and any visible issue, where relevant; and
  
• the remaining contents, bottle and closure retained for assessment.

Do not dispose of the bottle, closure or remaining wine before we have reviewed your claim. In some cases, we may need the product returned to us or assessed by the supplier before a remedy can be confirmed.

Where a wine is confirmed to be faulty, we will provide an appropriate remedy in accordance with New Zealand consumer law.

Incorrect, damaged or missing items

If your order arrives damaged, incomplete or incorrect, please contact us within 48 hours of delivery where possible.

Please include:

• your order number;
  
• photographs of the outer packaging, shipping label and affected products;
  
• details of the damage, missing item or incorrect item; and
  
• any relevant delivery information.

This helps us investigate promptly with the relevant winery, supplier or courier.

Do not dispose of damaged packaging or products until we have reviewed the issue and provided instructions.

Where an item has been incorrectly supplied, damaged in transit or is missing from an order, we will investigate and provide an appropriate remedy.

Supplier-direct returns

Do not return products directly to a winery, importer, distributor or courier unless Stolen Cellar has given you written return instructions.

Our suppliers operate from different locations and are not able to accept unapproved customer returns. Products sent back without authorisation may not be accepted, located or refunded.

If a return is approved, we will provide the correct return address and instructions.

Refunds

Where a refund is approved, it will generally be issued to the original payment method used for the order.

Refund processing times may vary depending on your payment provider.

Where only part of an order is affected, any refund will generally relate only to the affected product or products.

Delivery charges are not refundable for change-of-mind returns. Where required by New Zealand consumer law, we will refund reasonable delivery or return costs associated with a faulty, incorrect or damaged product.

Contact us

For return or refund enquiries, please contact us.

Please include your order number and as much relevant information as possible so we can assess your request efficiently.