REFUND POLICY
INTRODUCTION
At Ratcliffe & Co Wines Ltd, we aim to ensure you are completely satisfied with your purchase. If, for any reason, you are not happy, our refund policy outlines your rights and how to request a refund.
STANDARD PRODUCT REFUNDS
You may request a refund for unopened and undamaged products within 7 days of delivery. If your order has already been dispatched, you are responsible for returning the goods to us. Returns should be made in the original packaging where possible. Refunds will be processed to the original payment method within 3–5 working days of receipt of the returned items.
Note: If items are returned damaged, we may reduce the refund to cover loss in resale value.
FAULTY OF DAMAGED PRODUCTS
If a product arrives faulty, damaged, or is affected by production issues (e.g., cork taint, oxidation), please contact us within 7 days of delivery. We may request that faulty bottles be returned for verification. Once verified, we will replace the product or provide a full refund, including delivery charges where applicable.
WINESAVER MEMBERSHIP REFUNDS
WineSaver members may cancel their membership at any time. Upon cancellation, you may:
- Use your remaining Balance (including any accrued Bonus Credit) to purchase products, or
- Request a refund of the remaining Balance less any Bonus Credit applied.
Refunds for WineSaver balances will be processed to the original payment method within 3–5 working days. Bonus Credit is not refundable as cash but remains available for use while your membership is active.
DELIVERY CHARGES
Standard delivery charges are non-refundable, except where the product is faulty or damaged. WineSaver orders include free UK delivery.
HOW TO REQUEST A REFUND
To request a refund:
Email: info@ratcliffe-co.com
Call: 07777 132028
Write: Ratcliffe & Co Wines Ltd, 1 Moors Farm Cottages, Marsh Road, Outwell, Norfolk , PE14 8PW
Please provide your order number, details of the product, and reason for your refund request.
IMPORTANT NOTE
Refunds will only be issued to the original payment method used. Refunds may take longer if the product needs to be returned or verified. This policy does not affect your statutory rights under UK consumer law.
Last updated October 2025
