At Arno Smith Wine Company, we are committed to providing you with the finest selection of wines and an exceptional shopping experience. We understand that sometimes a return may be necessary, and we aim to make this process as clear and straightforward as possible. Please read our return policy carefully.

1. General Return Conditions

• Eligibility Window: Returns and exchanges are generally accepted within 7 days from the date of delivery.
• Proof of Purchase: All returns must be accompanied by the original order confirmation or proof of purchase.
• Original Condition: To be eligible for a return, wine bottles must be unopened, untampered, and in their original, marketable condition, including all original packaging, labels, and seals intact.
• No Returns on Opened Bottles (Except for Quality Issues): Due to the perishable nature of wine and strict regulations, we generally cannot accept returns on opened bottles unless there is a confirmed quality issue (see Section 3).

2. Returns Due to Damage During Shipping

We take great care in packaging your wine to ensure it arrives safely. However, in the rare event that your order arrives damaged:

• Immediate Inspection: Please inspect your package immediately upon delivery. If you notice any visible damage to the carton or bottles (e.g., leakage, broken bottles), do not accept the delivery if possible. If you must accept it, make a clear note of the damage with the delivery driver.
• Documentation: Take clear photographs of the damaged packaging and bottles immediately.
• Notification: Contact our Customer Service team at info@arnosmithwine.co.za or 084 591 7480 within 48 hours of delivery. Please include your order number and attached photographs of the damage.
• Resolution: Upon verification of the damage, we will arrange for a replacement of the damaged items or issue a full refund for those items, at your preference. We may require the return of the damaged goods, in which case we will provide a pre-paid shipping label.

3. Returns Due to Quality Issues (Corked, Oxidized, or Flawed Wine)

We stand by the quality of the wines we sell. While rare, wine faults can occur. If you believe a bottle is corked, oxidized, or otherwise flawed:

• Keep the Bottle and Cork: It is crucial that you retain the wine bottle, its remaining contents (if any), and the original cork. This is essential for our quality control and for any potential claims with the winery or distributor.
• Notification: Contact our Customer Service team at info@arnosmithwine.co.za or 084 591 7480 within 5 days of opening the bottle. Please provide your order number, the specific wine in question, and a description of the perceived fault.
• Assessment: We may ask you to return the faulty bottle (with its contents and cork) for our assessment. We will provide a pre-paid shipping label for this purpose.
• Resolution: Upon confirmation of a genuine fault, we will offer a replacement bottle of the same wine (if available) or a full refund for the faulty bottle.

4. Returns for Incorrect Orders / Shipping Errors

If you receive a wine that you did not order:

• Do Not Open: Please do not open the incorrect bottle.
• Notification: Contact our Customer Service team at info@arnosmithwine.co.za or 084 591 7480 within 48 hours of delivery.
• Resolution: We will arrange for the correct items to be shipped to you and provide instructions and a pre-paid shipping label for the return of the incorrect items.

5. Non-Returnable Items

Please note that the following items are generally not eligible for return unless explicitly covered by the conditions above (e.g., damage or quality fault):

• Gift cards
• Promotional or clearance items
• Wine that has been opened and consumed, unless a quality fault is confirmed.
• Wine that has been improperly stored after delivery (e.g., exposed to extreme temperatures).

6. Initiating a Return

To initiate a return, please follow these steps:

1. Review the conditions above to ensure your return qualifies.
2. Contact our Customer Service team at info@arnosmithwine.co.za or (+27)84 591 7480 with your order number and reason for return.
3. Our team will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to return your item(s).
4. Package the item(s) securely in their original packaging, if possible, along with any original accessories.
5. Clearly mark the RMA number on the outside of the package.
6. Ship the item(s) using the provided pre-paid shipping label (if applicable) or to the address provided by our Customer Service team. We recommend using a trackable shipping service.

7. Refunds

• Processing Time: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Please allow 30 business days for this process.
• Method of Refund: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 30 business days.
• Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error (e.g., damaged goods, incorrect order).
• Late or Missing Refunds (if applicable):
  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund, please contact us at info@arnosmithwine.co.za or (+27)84 591 7480.

8. Exchanges

Exchanges are generally handled as a return and a new purchase. If you wish to exchange an item, please follow the return process outlined above and then place a new order for the desired item.

9. Legal Compliance and Age Restrictions

Please note that the sale and return of alcoholic beverages are subject to strict regulations. By making a purchase on our website, you confirm that you are of legal drinking age in your jurisdiction. We reserve the right to refuse returns that do not comply with our policy or applicable laws.

10. Contact Us

If you have any questions about our return policy, please don’t hesitate to contact our Customer Service team:

• Email: info@arnosmithwine.co.za
• Phone: (+27)84 591 7480
• Hours of Operation: Monday – Friday, 9:00 AM – 5:00 PM; Saturdays and Sunday, 09 AM – 3:00 PM

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