Non-compliant wine means wine that differs from the producer's quality standards. This includes, but is not limited to, the distinctive "corked" smell and taste, rather than leaking liquid or a label that has been ruined in transit.
Non-compliant wine can be replaced, provided it is still available, at no extra cost to the customer. If the wine is no longer available, the price paid will be refunded.
As soon as the customer notices an alleged non-compliance, he/she must report the alleged non-compliance of any bottles from any of the wineries by email to info@xtraWine.hk. This report must be accompanied by the xtraWine order number and the collection address, as well as a description of each individual bottle believed to be non-compliant and the quantity in question.
xtraWine will then arrange for a courier to collect the product free of charge from the address provided in the email.
The product or products must be returned with at least 2/3 of the original contents and sealed with the original cork suitably trimmed. The return package must be handed to the courier in its original packaging to protect the wine in transit. This procedure must be followed for xtraWine to be reimbursed by the producer or its representative.
Once the wine has been returned and its non-compliance checked, a new shipment of bottles of the same type and vintage will be arranged immediately, if available, otherwise the price paid will be refunded immediately.
The procedure we follow uses as little paperwork as possible for the relevant checks and is completely free of charge to the customer.
In the event of a dispute, the bottles will remain available at xtraWine for any further action by the relevant authorities and the customer will be charged for the cost of the courier collection.