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Returns

What is the return process?

Any requests for returns can be submitted by clicking on the return link below.

https://vtnstore.com/a/returns

Alternatively, you can contact our customer service team by sending an email to support@vtnstore.com.au

 

What is our Returns Policy for everything but Wine?

If you change your mind about any products you purchased from our website (excluding wine), you may be able to return the product to us or exchange the product for a different product, within 30 days from the date you place your order on our website. Members will have an additional 10 day period to the 30 days allowed for non-members, to return any products that member purchased from the VTN website.

Our customer service team will tell you how and where to deliver any product back to us. Depending on your circumstances, however, our customer service team might provide you with other alternatives. Generally, the following rules will apply:

  - if you return any product that is unopened, unused, in its original packaging and in resaleable condition, you will be provided with a refund;

  - if you return any product that is unopened, unused, in its original packaging and in resaleable condition, and you want to exchange it for a different product, you will be provided with a refund and a fresh order will be placed for the different product;

  - if you attempt to return any product that is opened, used or not in its original packaging, and it is not a damaged or faulty product, any request for a refund or exchange, will be denied;

  - if you receive any product that is damaged or faulty, a pre-paid return postage label may be emailed to you; or

  - if you receive any order and the outside packaging is visibly damaged on delivery to you, you may be advised to take up your claim with the designated carrier that delivered your order to you and we may provide you with the contact details of that carrier.

 

What is our Returns Policy on Wine?

Requests for refunds or exchanges on wine products due to a change of mind will be refused. We are unable to accept such requests due to the logistical complexities associated with the fragile nature of such products. We are only able to offer a refund or exchange on wine purchased from the VTN website if you have received a product that is damaged, faulty, incorrectly described and/or otherwise breaches a consumer guarantee. Significant delivery fees and procedures may be incurred in this process. So as to check your eligibility for such refund or exchange, you must contact our customer service team by emailing them at the address provided at the top of this page or by submitting a request through the link provided at the top of this page.

 

 Please do not dispose of any products or packaging before speaking to our customer service team.

 You will need to provide proof of purchase to be able to return any product you purchased from our website. Any approved refund will be processed via the payment method used to purchase the product from our website and will not include any delivery costs unless specified by our customer service team. 

 

What if an item was missing or incorrect?

We apologise if you received a parcel with incorrect or missing items. Please let us know by contacting our Customer Service Team.

 

Please have the following details ready:  

- Image of the item/parcel(s) received  

- Name of item  

- Order number  

Please do not dispose of any of these items/parcel(s) before speaking to our customer service team .

Consumer guarantees under Australian Consumer Law are not affected by our Returns Policy and processes.