Defective wines are such wines that do not meet the producer’s quality standards. This comprises the following defects (non-exhaustive list): the wine is off or corked, the bottle leaks or the label has been destroyed during transport.
Defective wines, if available, will be replaced without any extra cost for the customer. If not available, we will give you a full refund.
The issue must be reported within 24 months from the purchase and no later than two months from the discovery of the defect. Please inform xtraWine by e-mail to [email protected] of the fact that one or more of the bottles you have received are defective. Please include in the e-mail: order number, delivery address and a description of the problem for every bottle/ product.
xtraWine will organise a free return shipment from the address the order was originally shipped to.
All bottles have to be 2/3 full when you return them and closed with the original cork. The bottles should be returned in the original packaging, which provides best protection against further damage. This is quite important since xtraWine will be able to ask the producer or perpetrator for replacement.
As soon as we have received the wine, it will be evaluated and in case we deem it defective, we will straight away send you the same wine of the same vintage if available. If not available, we will offer you a full refund.
This procedure is relatively uncomplicated and free of any additional charges for the customer.
In case of a legal dispute, the bottles will remain in the possession of xtraWine, where they can be evaluated by authorised experts. In this case, we will charge the client with the shipping costs.