The Arara Wines Refund and Returns Policy reflects our commitment to honest care, trust, and pride in what we do. As a small Australian wine producer, we take every order seriously and aim to handle refunds and returns with clarity, fairness, and respect. At Arara Wines, we believe clear communication and responsible service are essential to maintaining meaningful relationships with or customers.
Refund & Returns Policy
At Arara Wines, we take pride in the quality of our wines and the care taken in packing and delivery. This policy outlines when refunds, replacements, or returns are available and how we handle them, in line with Australian Consumer Law.
Australian Consumer Law
Under Australian Consumer Law, you are entitled to a replacement or refund if a product is faulty, damaged, not as described, or unfit for purpose. You are also entitled to compensation for any other reasonably foreseeable loss or damage. This policy does not limit or replace your rights under Australian Consumer Law.
Faulty, Damaged, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible. To help us resolve the issue quickly, we may ask for:
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Your order number
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A brief description of the issue
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Clear photographs of the damaged or incorrect item and packaging
Once assessed, we will offer one of the following where appropriate:
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A replacement bottle or order
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A refund to your original payment method
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A store credit, if preferred
Cork Taint and Wine Faults
Wine is a natural product, and on rare occasions a bottle may be affected by cork taint or another fault. If you believe a bottle is faulty, please contact us with:
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The wine name and vintage
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A description of the issue
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The remaining bottle (or photographs, where applicable)
We assess these matters fairly and, where a genuine fault is confirmed, will offer a replacement or refund.
Change of Mind
We do not offer refunds or returns for change of mind, including:
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Ordering the wrong wine
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Deciding you no longer want the product
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Taste preference
This is permitted under Australian Consumer Law for alcohol purchases, provided the product is not faulty.
Returns Process
If a return is required, we will provide instructions before any item is sent back. Please do not return products without contacting us first. Returned items must be:
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Unopened
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In original condition
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Securely packaged
We are not responsible for items damaged during return shipping if returned without approval.
Refund Timeframes
Approved refunds will be processed to the original payment method used at checkout. Please allow several business days for the refund to appear, depending on your bank or payment provider.
Contact Us
If you have any questions about refunds or returns, please contact us via our Contact page. We aim to respond promptly and handle all enquiries with care, fairness, and respect.