Refund policy
Returns & Refunds Policy
At our vineyard, we take great pride in the quality of our wines and the experience we provide to our guests. Because wine is a perishable consumable, all sales are final.
General Returns: We do not accept returns, exchanges, or offer refunds for any wine or merchandise purchased either in our tasting room or online, except in the case of damage during transit.
Damaged on Delivery: We carefully package our shipments to ensure they arrive in perfect condition. However, if your wine is broken or damaged upon delivery, we are happy to make it right.
To qualify for a replacement or refund for damaged goods, please adhere to the following guidelines:
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14-Day Window: You must report the damage within 14 days of the delivery date.
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Proof of Damage: Please take clear photographs of the broken items and the original packaging.
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Contact Us: Email our team at info@hiddenspring.co.uk with your order number, a brief description of the damage, and the attached photographs.
Resolution Once we review your claim, we will promptly issue a replacement for the damaged items at no additional cost to you. If a replacement is unavailable, we will issue a full refund for the cost of the damaged bottles.
If you have any questions about your order or our policies, please do not hesitate to contact us at +44 (0) 1435 512 111 or info@hiddenspring.co.uk.
