Returns and Refunds Policy
Last updated: 10 June 2024
At VinoCanary, we strive to provide our customers with the highest-quality products and excellent customer service. If for any reason you are not completely satisfied with your purchase, our returns and refunds policy is designed to be fair and straightforward.
1. Returns
1.1 Return Period: You may return any product purchased from VinoCanary within 14 calendar days of the delivery date.
1.2 Return Conditions: To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in its original packaging.
1.3 Excluded Products: Returns will not be accepted for products that have been opened, used or are not in their original condition. Personalised or made-to-order products are also not eligible for return unless they are defective.
1.4 Return Process:
- Contact our customer service team at info@vinocanary.es, stating your order number and the reason for the return.
- We will provide you with instructions on how to proceed with the return.
1.5 Return Shipping Costs: The customer is responsible for paying the return shipping costs, unless the return is due to an error on our part or a defective product.
2. Refunds
2.1 Refund Approval: Once your return has been received and inspected, we will notify you by email of the approval or rejection of your refund.
2.2 Refund Processing: If your return is approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within a certain period of time.
2.3 Refund Timing: Please note that it may take some time before your refund is officially posted. If you have still not received your refund after several days, first check your bank account again and then contact your card issuer or bank.
3. Defective or Damaged Products
3.1 Notification: If you receive a defective or damaged product, please contact us immediately at info@vinocanary.es with details of the product and the defect.
3.2 Replacement or Refund: Depending on the case, we may offer you a replacement product or a full refund, including shipping costs.
4. Exchanges
4.1 Exchange Conditions: We only replace items if they are defective or damaged. If you need to exchange it for the same item, email us at info@vinocanary.es.
4.2 Exchange Process: Once we receive the returned item, we will send you the corresponding replacement.
5. Sending Returns
5.1 Return Address: To return your product, you must send it to the address we will provide once you have contacted our customer service team.
5.2 Tracking Number: If you are returning an item worth more than €10, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
6. Contact
If you have any questions about our returns and refunds policy, you can contact us at:
- Email: info@vinocanary.es
- Address: Calle Flor de Pascua 2 – Los Gigantes – 38683 – Tenerife
Thank you for choosing VinoCanary. We are committed to ensuring your satisfaction with every purchase.