PRIME WINE CANCELLATION POLICY

• Prime Wine endeavours to ship orders within 24 hours of receiving the online order and payment. You may cancel/change the order up until the time of shipping.
• If the order has already been shipped, you may still cancel/change the order but administration charges will accrue. If you cancel the order, you will be responsible for getting the wine back to Prime Wine in the same condition you received it, at your own cost and within 7 days.  Any further delay returning the wine (which is not an incorrect order or defective), Prime Wine reserves the right to retain 50% of the original purchase price.
• A refund for the goods received back from the client (within the 7 day policy) to Prime Wine will be given immediately, minus the postage and packing. The refund will be given by the same form of payment used – i.e. PayPal or a transfer into the client’s bank account.

DAMAGED/DEFECTIVE GOODS

• Prime Wine always strives to get the wine delivered to the customer in good order. Unfortunately, because of the nature of the goods, there are sometimes breakages.
• The customer must inform Prime Wine immediately he/she receives the damaged goods, with supporting photographs.
• The customer has the right to refuse delivery from the courier company any boxes/wine bottles which have been damaged.  The courier company must take the damaged boxes immediately and the customer please to inform Prime Wine what has happened, by email.
• Prime Wine will immediately replace the order – or if the customer requires, we will give a full refund, including the postage and packaging, by the same form of payment used to pay for goods initially.

INCORRECT WINES SHIPPED

• If the wines shipped to you are incorrect then Prime Wine will arrange for their collection by courier at no cost to you. You must notify Prime Wine of the incorrect order immediately by email.
• Prime Wine will ship the correct wines to you within 2 working days of you informing Prime Wine of the mistake. The correct shipment will not attract postage and packaging costs, i.e. the correct goods will be shipped at Prime Wine’s expense.
• If the above is not satisfactory to you, you will receive a full refund, including postage and packaging costs, by the same form of payment used to pay for the goods initially.

HOW TO REQUEST A RETURN OF GOODS OR A REFUND

• If goods are DAMAGED please inform Prime Wine immediately with supporting pictures and Prime Wine will send the courier to collect the goods and a full refund, including postage and packaging will be given, by the same method of payment used – i.e. PaypPal or bank transfer.
• If the goods are INCORRECT please inform Prime Wine immediately and Prime Wine will send the courier to collect the incorrect goods, in good order and packaged as received. A full refund, including postage and packaging will be given, by the same method of payment used – i.e. PayPal or bank transfer.

N.B.  ALL CLAIMS, COMPLAINTS, REQUESTS FOR REFUNDS, CANCELLATIONS OR RETURNS MUST BE MADE TO PRIME WINE IN WRITING.  TELEPHONE NOTIFICATION IS NOT ACCEPTABLE

EMAIL ADDRESS TO BE USED :   bill@prime-wine.pt