Refund policy

We want you to be happy with every order. This policy explains your rights, when you can get a refund, replacement or repair, and how returns work.

1. Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply to every product we sell, including sale items and items bought with a discount code. Nothing in this policy excludes, restricts or modifies them.

2. When You Are Entitled to a Remedy

You are entitled to a refund, replacement or repair if your product:
- arrives damaged, broken or leaking
- is faulty (for example, corked or spoiled wine, or a flat or contaminated product)
- is not of acceptable quality
- is significantly different from its description on our website
- is the wrong item, or an item is missing from your order
- is past its best-before or use-by date when it arrives
- is lost in transit and never delivered to you

For a major failure, you can choose a refund or a replacement. For a minor failure, we may choose to repair, replace or refund. Where a fault or error is ours or our carrier's, we will also refund any delivery fee you paid for those items.

3. Change of Mind

We do not provide refunds or exchanges if you simply change your mind, for example if you ordered the wrong product, no longer want it, or don't like the taste. Alcohol cannot be resold once it has left our licensed premises. This does not affect your rights under the Australian Consumer Law if a product is faulty or not as described.

4. Opened Products

We do not accept returns of opened products for change of mind. If you open a product and find it is faulty, you are still entitled to a remedy. Please keep the bottle and any remaining contents and contact us. We may ask for photos, or arrange collection, so we can assess it.

5. Vintages and Packaging

Product images are for illustration only. Wine vintages, labels and packaging may differ from what is shown. If a specific vintage matters to you, please contact us before ordering. A different vintage or label design is not a fault, unless the product is significantly different from its description.

6. How to Request a Refund, Replacement or Repair

Please contact us as soon as possible after you notice a problem. For damaged, leaking, missing or incorrect items, we recommend contacting us within 48 hours of delivery, as this helps us resolve the issue quickly with our carrier. This is a request, not a deadline. It does not limit your rights under the Australian Consumer Law, and you can contact us about a faulty product at any time.

When you contact us, please include:
- your order number or other proof of purchase
- a description of the problem
- photos of the product, packaging and shipping label, where possible

Please keep the product and its packaging until we have assessed your request.

7. How Returns Work

Please do not post alcohol back to us yourself. Alcohol must be carried by approved, licensed carriers. If a return is needed:
- We will send you a prepaid return label and instructions by email and/or SMS through our delivery partner.
- Pack the item securely, in its original packaging where possible, and attach the label.
- Each label covers one parcel. If your return needs more than one parcel, we will send a label for each.
- Follow the instructions to hand your parcel to the carrier, either by [collection from your address / drop-off at a nominated location].

You will never pay to return a faulty, damaged or incorrect product. These returns are free. We will let you know once your return has reached us.

8. Lost Orders

If your tracking shows your order as delivered but you cannot find it, please first check around the delivery location, with neighbours, and with your building reception or mailroom. Then contact us as soon as possible. We will investigate with our delivery partner using the proof-of-delivery records and aim to tell you the outcome within [3 business days]. If your order was not delivered to you, we will send a replacement or give you a full refund, including the delivery fee.

9. Undelivered Orders

By law, alcohol must be handed to an adult aged 18 or over who shows valid photo ID, and it cannot be supplied to anyone who is, or appears to be, intoxicated. If your order cannot be delivered because:
- no adult with valid photo ID was available to receive it,
- the delivery address provided was incorrect or inaccessible, or
- the recipient was, or appeared to be, under 18 or intoxicated,

it will be returned to our store and we will notify you by email and/or SMS. You can then choose:
- Redelivery, for a further delivery fee of [$amount / the standard delivery fee], or
- A refund of the price of your products. Because the delivery service was provided, the original delivery fee is not refunded.

If an order could not be delivered because of an error by us or our carrier, we will redeliver it free of charge or give you a full refund, including the delivery fee.

10. Cancellations

You can cancel your order for a full refund, including the delivery fee, at any time before it is collected by the driver. Once it has been collected and is in transit, we can no longer cancel it. Your rights under the Australian Consumer Law still apply to the delivered goods.

11. Discounts, Promotions and Free Gifts

Your rights under the Australian Consumer Law apply to discounted and promotional items in the same way as full-price items. Refunds are for the amount you actually paid. If a product came with a free promotional gift, the gift should be returned with that product, where applicable.

12. How Refunds Are Paid

Refunds are paid to your original payment method, not as store credit, unless you ask for store credit. We aim to process approved refunds within 7-14 business days. Your bank or card provider may take additional time to show the refund in your account.

13. If You Are Not Satisfied

If you are unhappy with how we have handled your request, please contact us so we can try to resolve it. You can also contact Consumer Affairs Victoria (consumer.vic.gov.au) or the ACCC (accc.gov.au) for information about your consumer rights.

14. Contact Us

Phone: +61 452 636 468
Email: contact@sipnow.com.au
Address: 12 Linfield Parade, Wollert VIC 3750, Australia