Return policy
Return policy
You may return any product (with the exception of gift cards) that are unused, undamaged and in a resalable condition.
We will replace any product that is incorrect, damaged or does not meet your expectation with the same or similar product. The replacement will have a retail value that is similar or less than the original product. Below we are explaining how and in what circumstances we are dealing with these issues.
Defective, Incorrect, or Damaged Item
When you receive an item, please make sure that you have received the correct item, and in good condition. If you have received an incorrect item, damaged item (damaged packaging more than normal wear and tear in transit could mean the item may have been damaged), please contact us at email: info@vinoteka.vn or facebook: Vinoteka within 24 hours of the shipment being delivered. We will provide you with additional information to correct the order.
Please share a photo of the damaged/incorrect item & box.
We may offer a replacement, discount, refund, or an account credit to be used for a later purchase.
Missing item
Check your delivery on the spot. In case your shipment is missing, contact us immediately at the moment of receiving your delivery having the shipper witnessing the fact.
We may offer a discount, refund, or an account credit to be used for a later purchase.
Item Spoiled or Corked
We store our wine in +18 degrees Celsius 24/7. We want you to enjoy every bottle you purchase but real wine is a natural product and bad things occasionally happen to good wine.
If you have determined an item to be spoiled or corked after opening, you may return the item to the store within 48 hours of receiving the order (delivery or pick-up) for an identical replacement. If the item is no longer available, a Vinoteka gift card will be issued. Do not pour the product out. 75% of the bottle's original contents is required to claim the item as spoiled or corked. If the bottle's closure type is cork, please also bring the cork with you at the time of the return.
Dissatisfaction with the Quality/Taste
Vinoteka strives to provide you with as much information as possible to help you make a selection you will enjoy, but we cannot guarantee that you will like the taste of every bottle of wine you may select. In the event you do experience a problem with the quality/taste of a wine, please contact us within 3 days of receiving the order. If you would like to return an order for taste reasons, we will issue a refund or account credit for any unopened bottles, less the original shipping charges, return shipping charges, and a 10% restocking fee.
Refunds will be issued in the same tender as the original purchase.
Refunds & Credits, how it works
Once we receive and inspect your item(s) and/or claim, we will credit your account. In most cases, we will issue your refund in the same way you made the original purchase. Please note: we can only refund the original purchase price. Shipping and handling fees are nonrefundable unless a wrong item is sent to you.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
How Long a Refund Takes
We confirm the refund within 2 business days after we receive the returned item (or your request, if no return is needed). The bank then credits your card or account, usually within 5–7 business days, depending on your bank. If the refund has not arrived within 10 business days after our confirmation, please contact us at info@vinoteka.vn.
Items Not Eligible for Refund
The item that has been returned does not match the original item shipped to the customer.
The returned item was damaged during the return shipment due to improper or insufficient packaging.
Other Things to Note
Please keep the original packaging so you can easily repack the item in the event of a return.
Orders Shipped/Delivered
Vinoteka is committed to delivering your product in excellent condition and in a timely manner. Availability is shown on each product page. Items in stock are kept in our temperature-controlled storage and are ready for shipment; we confirm every order by phone or message before dispatch. Order processing time is contingent upon credit card authorization, and does not include outside working schedule hours. If you are dissatisfied in any way with your purchase, please contact us within 3 days of your purchase date at +84 283 6369 856. We would like the opportunity to correct the situation.
Cancellations
A cancelled order is an order that has been placed and payment processed. A cancellation cost of refund transfer will be assessed at the time of refund. If the order ships that cost too will be assessed.
Returns
A returned order is any order that has been delivered and then returned or declined by the buyer. This includes orders returned due to failed delivery attempts as result of incorrect delivery details or unavailability of the Client to receive the order. Upon receipt of a returned order back to our facility, a refund will be issued less original shipping charges, return shipping charges.
Shipping returns
To return your product, you should mail your product to: 153/25 Nguyen Van Huong, An Khanh Ward, Ho Chi Minh City 713323, Vietnam
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at info@vinoteka.vn for questions related to refunds and returns.
