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The Vitis Guarantee

VC Guaranteed Experience

Buying 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 Faults

We 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 Damage

Even 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 Errors

I 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 Experience

The 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.


In 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.


Please 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’ Team

The 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.
  1. Retain the delivery box; keep the wine patient wrapped up, so when we send the ambulance the products can get to us safely.
  2. Contact us as soon as; then we get the doctors to sort out a solution, quick and snappy
  3. Choose a course of treatment; to resolve the issue you will have to choose the remedy
    1. You can go with the surgeons to exchange the bottle with the same or similar product, or
    2. You can call in the physicians to refund your money
  4. Stand by in the waiting room; we will organize a convenient time to pick up the wine
  5. Problem sorted; the nurses will then go about applying your selected treatment by sending you another bottle to experience, or by getting the cash back to you.
p1  All prices are in NZ dollars including GST.       p2  Order online 24/7 365 days a year.      p3  Drink responsibly