Refund policy

REFUND AND EXCHANGE POLICY

In the event that you wish to seek a refund or exchange for any defective products purchased by you via the Platform, you are responsible for contacting us directly. We will not accept any other claims for refunds or exchanges for products purchased on the Platform.

We may at our discretion issue a refund for or exchange the defective products, provided always that:
(a)for damaged bottles or incorrect products (excluding rolling of vintage), this is notified to us immediately at the point of delivery;
(b)for all other defects, a written request for refund or exchange is received by us within 7 days of the date of delivery, in accordance with this clause;
(i)the request must be submitted through a ticket submission via the Platform Support Page or by writing to indra@members-winescout.com.sg;
(ii)the request must indicate the order number, the description of the defective product, and the reason for the request;
(iii)the request must be accompanied by supporting documents, including but not limited to the original receipt and an image of the defective product.
(c)the products are, if requested by us, returned to us in their original packaging and are, in our opinion, in a resalable state;
(d)where the product is a bottle of corked or cooked wine, it is not less than 80% full at the point of return and sealed effectively utilising the original cork or cap. This will be subject to verification by our staff;
(e)if the product is a bottle which is over 10 years of age or which has a regular retail price of SGD200 or above, we will not be able to offer a refund;
the products were defective at the point of delivery and were not damaged, repaired or otherwise altered by you. We shall be entitled to request more information from you regarding the defect(s), including supporting documentation and photographic evidence, and to conduct our own investigations into the defective products.

Shipping fees for the defective products may be refunded to you on a case-by-case basis.

All refunds will be subject to the deduction of any outstanding fees and charges. As the refund shall be processed by third party payment vendors, we will not be held liable for any delay in the processing of refunds.

Notwithstanding the above, the exchange of any defective products is subject to the stock availability of the product. We do not guarantee the successful replacement of any defective products and shall not be liable for any failure to offer a one-to-one exchange of the product.

DISPUTES

If you wish to make any complaint or claim regarding a product offered via the Platform, you may open a claim with us via the Platform Support Page or by writing to indra@members-winescout.com.sg (a “Claim”).

We shall be entitled to request more information from you regarding the dispute, including supporting documentation and photographic evidence.

We will review each Claim on a case-by-case basis. We are not obliged at any time to review a Claim. We do not guarantee and/or warrant any return or replacement of a product or other resolution of the dispute in your favour. Our decision regarding the Claim shall be final.