Terms and Conditions
Our promise
If something is wrong with your order, we put it right at no cost to you. This policy applies to orders placed on www.naudewines.co.za for delivery within South Africa.
If this happens What we do
You receive the wrong wine or vintage. We collect the wrong wine and deliver the correct
wine, both at our cost.
Your wine arrives damaged. We replace it and arrange collection of the damaged
wine at our cost.
A bottle is corked or faulty. You notify us and we assess the bottle (see below).
You change your mind. You may cancel within 7 days of delivery (see below).
To make a claim, email hello@naudewines.co.za or call or WhatsApp (+27) 72 914 3359.
Wrong wine or wrong vintage
If you receive a wine or vintage that differs from what you ordered, Naudé Wines covers the cost of collecting the wrong wine and the cost of delivering the correct wine to you.
Please email us within 30 days of delivery with a photo of the bottle label or carton. We will arrange a courier to collect the wrong wine and dispatch the correct wine. Please keep the wine unopened and in its original packaging until it is collected.
Damaged wine
If your wine arrives damaged, Naudé Wines will replace it and arrange collection of the damaged wine at our cost. Damage includes broken or chipped bottles, leaking bottles, and damaged labels caused during delivery.
Please inspect your order when it arrives. Email us within 30 days of delivery clear photos of the damaged bottles, the label and the outer carton. Keep the damaged wine and packaging until we have arranged collection.
Corked or faulty wine
If you open a bottle and believe it is corked or otherwise faulty, please tell us. We will assess every report on its merits, and we will ask you to reseal the bottle with its original cork, keep at least 85% of the wine so we can assess it, and send photos.
A wine is judged to be bottled in sound condition at the cellar, so a report does not automatically result in a replacement or refund. For current-release wines, where we confirm that a bottle is faulty, we will remedy it as set out below. We may consult the winemaker before we decide.
Natural variations in wine, such as sediment, are not faults. If we confirm that a current-release bottle is faulty, we cover the cost of returning it and remedy it in this order: a replacement of the same wine where available, otherwise a credit note, otherwise a refund to your original payment method. If we find that the bottle is not faulty, the return and handling costs are for your account.
Older and library vintages. Older vintages are limited stock, often down to the last few bottles, and are marked as such on the product page. We cannot replace these wines, so we do not replace or refund them if they turn out to be corked. We inspect every bottle for leaks, ullage and label condition before it leaves our cellar. The cover for wrong orders and damage in transit still applies.
Please email us within 30 days of delivery with your order number, the vintage and a photo of the bottle and cork. Nothing in this section limits your rights under the Consumer Protection Act 68 of 2008.
Change of mind
You may cancel your order without giving a reason within 7 days of receiving the wine, as provided by section 44 of the Electronic Communications and Transactions Act 25 of 2002. The wine must be unopened and in its original packaging.
Email us to tell us you are cancelling. You pay the direct cost of returning the wine to us, and we refund the purchase price once we receive it.
Refunds
Refunds are paid to the original payment method within 30 days of us approving your claim or, for a change of mind, of receiving the returned wine. Where we replace wine instead of refunding it, we dispatch the replacement within [number] working days of approving your claim.
We cannot accept returns of wine that has been opened (other than corked or faulty wine as set out above), wine damaged after delivery through storage or handling, or wine ordered in error where the cooling-off period has passed.