Returns and Refunds Policy

Capitalised terms not defined in this policy have the same meaning as provided to them in the Terms & Conditions

Faulty Goods

Wine Store or Client Services Purchases

If Goods you have purchased from LANGTONS Wine Store or through Client Services are faulty or damaged (excluding any physical loss/damage, destruction or deterioration of Goods during storage or any loss/damage caused by your misuse) or otherwise breaches a consumer guarantee, we will provide you either a refund for your payment, or where possible, replace the Goods. This does not apply to wines older than 15 years where faults may be due to wine simply being too old (and this has affected the quality of the cork, colour or taste of the wine etc.) 

For some high value Goods, LANGTONS reserves the right to have the Goods assessed for acceptable quality prior to discussing a suitable remedy with you. We will arrange for the Goods to be collected from you and sent to either our warehouse or the manufacturer (or relevant repair agent) for assessment. 

 

Auction Purchases

LANGTONS cannot readily ascertain how well Goods have been cellared. Goods to be sold by Auction are described as accurately as can reasonably be ascertained by LANGTONS at the time. However, Buyers of older wine must make appropriate allowances for natural variations of ullage and the condition of corks and labels. 

Some consumer guarantees under the Australian Consumer Law, including guarantees as to acceptable quality or fitness for purpose do not apply to Goods sold by Auction. LANGTONS shall not be responsible for any errors of description provided by the Seller or for any faults or defects in respect of any such Goods. Buyers therefore accept these risks and except as set out in clause 21 of our Terms & Conditions, LANGTONS shall have no liability to any person or any loss or damage suffered by any person in relation to Goods sold by Auction.

 

Consumer Guarantees for Goods and Services

Our Goods (excluding Goods purchased at Auction) come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement (where the same Goods are available) or to refund for a major failure and compensation for any other reasonably foreseeable loss or damage. If a failure with the Goods does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the Goods. 

LANGTONS' Services also come with consumer guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the Service, you are entitled:

  • to cancel your Service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. 

If the failure does not amount to a major failure, you are entitled to have problems with the Service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract. 

 

How To Claim?

To make a claim for faulty Goods (excluding Goods purchased at Auction), please contact our Customer Experience Team on 1300 948 347 or send us an email. We will ask you for a valid proof of purchase when returning faulty Goods. An example of acceptable proof of purchase is your original tax invoice, which can be found in the Transactions section in your account. If your purchase incurred a delivery fee, then we will also cover the cost of delivery for the return. 

Change of mind return

If you have changed your mind about your purchase from LANGTONS Wine Store or Client Services and you wish to return Goods, please contact our Customer Experience Team or your Private Client Manager within 14 calendar days from the date of delivery. LANGTONS may offer a refund, or exchange, provided Goods are:

  • returned to LANGTONS within 28 calendar days from the date of delivery;
  • unopened and in its original packaging; and;
  • not damaged and in a saleable condition.

You will  also be required to provide your proof of purchase (e.g. your original receipt, tax invoice or a credit card statement clearly showing your purchase at LANGTONS). Please note that the delivery fee incurred will not be refunded for change of mind returns. 

Delivery Guarantee

Where the LANGTONS Delivery Guarantee has been paid at the time of shipping and an order is deemed ''lost'' or a breakage of Goods has occurred during transit, LANGTONS will provide a refund of your payment of the affected Goods, or where possible, replace the Goods. This does not extend to items that have experienced minor damage due to breakage (such as label stains). 

LANGTONS reserves the right to review any claims of Goods lost or damaged in transit. This may involve notification from our carrier, or photos of the packaging and/or damage to the Goods.