Refund policy

Chateau Kinkladze

Refund Policies and Methods

Your Consent

By accessing or using our services, you confirm that you have read, understood, and agree to these Refund Policies and Methods. These policies are binding upon your use of our services. If you do not agree with these terms, please refrain from making purchases on our platform.

This online payment system ("Platform" and/or “Website”) is operated by Georgian Wines Distribution Ltd, company number: 15558829, registered office address: The Exchange, 5 Bank Street, Bury, England, BL90DN, [ Hereinafter Chateau Kinkladze] and its third-party service providers. By using the Platform and/or Website, you consent to the processing of your personal data, including sensitive data, for transaction purposes, in accordance with our Privacy Policies, which are available at www.chateaukinkladze.com

1.                Definitions and Interpretation

1.1              Card: Refers to the debit or credit card used for payment on the Platform.

1.2              Card Issuer: Refers to the institution that issued the debit or credit card.

1.3              Platform: Refers to the internet-based payment system and/or website itself operated by Chateau Kinkladze.

1.4              Customer or You: Refers to the individual and/or entity making a purchase and/or accessing, using other services (if any) on the Platform and/or website.

1.5              Merchant or We: Refers to Chateau Kinkladze.

1.6              Order, Service: Refers to the purchase of goods and/or other services (e.g., wines or related products) made via the Platform and/or website.

1.7              Legal Drinking Age: The statutory minimum age established by the applicable laws and regulations of a jurisdiction at which an individual is lawfully permitted to purchase, possess, and consume alcoholic beverages. This age threshold varies by country and region. In the United Kingdom, the legal drinking age is 18 years.

2.                Refunds of the Product

2.1              Refunds will be considered under the following conditions:

·       If If the product is damaged during shipping (proof of damage such as photographs and delivery confirmation required).

·       If the wrong product is delivered (must be reported within 24 hours of receipt with evidence such as photographs).

·       If the product is unavailable, and an order cancellation is requested before the shipment is processed.

·       If the customer exercises their right to cancel the order within 14 days of receipt, as per the UK Consumer Contracts Regulations, provided the product is unopened and undamaged.

2.2              Circumstances Where Refunds May Be Denied:

·       Products returned without prior authorization from Chateau Kinkladze.

·       Partially consumed, damaged items. If the product has been opened, consumed, and/or shows signs of tampering.

·       Change of mind beyond the 14-day cancellation period allowed by UK law.

·       Refunds may be denied at the sole discretion of Chateau Kinkladze if, upon review of the case, the refund request is deemed unreasonable, fraudulent, or otherwise contrary to the policies outlined herein or the terms of the transaction.

·       If the inability to fulfill the order or deliver the product arises due to circumstances beyond the reasonable control of Chateau Kinkladze, including but not limited to natural disasters, acts of government, or unforeseen logistical disruptions.

2.3              Customers must submit a refund request via our customer service email or website contact form, including all necessary documentation (order number, proof of payment, photos of damage, and/or incorrect product).

2.4              Refunds will only be issued to the original Card used for payment in the currency of the transaction. No refunds will be issued in cash. If the transaction involved foreign currency, refunds will be processed in GBP at the exchange rate applicable at the time of refund processing.

2.5              In the event that a refund is requested to be issued to a party other than the original payer (e.g., a third party such as a gift recipient), the refund shall only be processed upon receipt of a formal written authorization explicitly provided by the original payer. Such authorization must clearly identify the third party as the intended recipient of the refund and must comply with any additional verification procedures as determined by Chateau Kinkladze. In the absence of such authorization, the refund will be issued solely to the original payer.

Timing of Refunds

2.6              Refund requests will be reviewed within 14 calendar days of submission.

2.7              Once a refund is approved, it may take 5-10 business days for the funds to appear in your account, depending on your card issuer's policies.

2.8              If your card issuer requires additional verification to process the refund, it is your responsibility to provide the necessary information to facilitate the process.

2.9              Chateau Kinkladze shall bear no responsibility or liability for any acts, omissions, or delays caused by the original payer’s bank and/or card issuer, including but not limited to delays in the processing of the refund or failure to credit the refunded amount to the account. Any issues arising from such circumstances must be resolved directly between the payer and their respective bank or card issuer.

2.10           Notwithstanding the above, If the merchandise is being shipped into the United Kingdom or European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Shipping Costs

2.11           If the return is due to a fault or error on our part (e.g., damaged goods, incorrect items sent), we will cover the return shipping costs. Customers must contact our customer service team to initiate the return and receive approval. Once approved, we will provide instructions for arranging the return at no cost to you.

2.12           If the return is due to a change of mind or any other reason not covered under statutory rights, the customer will be responsible for the return shipping costs and must arrange the return at their expense. Returns without prior authorization will not be accepted.

Please note that all returns must meet the conditions outlined in our refund policy to be eligible.