The Vitis Guarantee
VC Guaranteed ExperienceBuying wine from Vitis Cellars is trouble free with our ‘VC Guaranteed Experience’. Because we want you to be 100% satisfied with your wine experience, we go to great lengths to ensure this happens. We do this by giving a guarantee against:
Wine FaultsWe accept from time to time wine experiences can get a bit wild with a few rogue characters. Should this unfortunate event of a faulty wine occur we will happily exchange the bottle or refund your money.
Delivery DamageEven if there are a few bumps in the road getting to your house, the VC Guaranteed Experience has you covered. If the product is damaged during its journey from our cellar to yours, we will happily exchange the product or refund your money.
Order ErrorsI think this one goes without saying; should you receive the incorrect experience through a packing error. At no cost to you, and as quickly as possible, we will happily exchange the product or refund your money.
Unsatisfied ExperienceThe wine experience you have through our service is so important to us. If we hear it wasn’t to your satisfaction the VC Guaranteed Experience steps in to save the night. Simply let us know and we will happily collect any unopened bottles you still have and the ER team will arrange to exchange the product or refund your money for the those bottles. Simply put your wine buying worries are gone at Vitis Cellars with the VC Guaranteed Experience and the ER team standing by with the wine defibrillator.
ReturnsIn the unfortunate event you do have to return a product due to order errors or delivery damage you need to contact us within 48 hours of receiving the goods. If you are returning wine as it is faulty or you are dissatisfied the wine, please contact us the next day so we can organise a collection time and remedy for the occurrence. Our return policy for wine faults or an unsatisfied experience applies to wine products only.
CancellationsPlease check your order carefully before you checkout online as the order will be final. Upon receipt of your order, you may not cancel without our discretion. If we allow a cancellation of an order, freight charges may be applicable to return the products back to us.
The ‘ER’ TeamThe Doctors and Nurses that run the ER room are angelic savours, fixing up any problems you might have with your experience. Just follow a few simple steps to regain the smile on your dial.