Refund Policy

Returns
If you decide you no longer want a product, we will process a refund should the good be returned to us within 28 days of delivery - subject to the goods being returned in a resalable condition. Email hello@smashedgrapes.co.uk before returning any goods. Once your return has been acknowledged, send all goods to: 65 Dudleston Road, Little Sutton, CH66 4PG, United Kingdom. The customer is responsible for the cost of return. Once we have received and inspected the goods, refunds will be made to the card used to place the order and credited within 10 working day.

Good Wine Guarantee
If you drink one of our wines, but do not enjoy the product, then you are able to make an application for a credit, under our good wine guarantee.

Reach out via the website messenger or email hello@smashedgrapes.co.uk to speak to a member of the team. It is at the team members discretion to accept or reject your good wine guarantee claim. Should a claim be accepted, the value of the wine being claimed will credited against your customer wine token account. No monetary refund will be given in respect of the good wine guarantee.

Non-returnable items:
- Gift cards
- Try Before You Buy tasting kits
- Downloadable software products

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sam@smashedgrapes.co.uk.

Cancellation of Subscription
Where a subscription package is cancelled before the billing date (25th of each month) there will be no cancellation fee. If cancelled after the billing date, the goods will already be in transit, so the refund process above must be followed.

Where the customer is mid term into a pre-paid plan (3 or 12 month plans) the customer will be entitled to a refund for the remaining period of their plan. However, early cancellation is subject to delivered boxes being charged at the lower plan rate (for 3 month plan - that reverts to 1 month cost per delivered box, for 12 month plan - that reverts to 3 month cost per box delivered) and an administration fee of £10.

Cancellation of order
Before an order is shipped, customers have the right to cancel and order and receive a full refund. To cancel an order, please email hello@smashedgrapes.co.uk. Once your order is shipped the customer accepts the company return policy. 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 65 Dudleston Road, Little Sutton, CH66 4PG, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.