Refund policy

Hay Wines’ Return & Refund Policy

At Hay Wines, we take pride in the quality of our products and service. This policy explains when you can return items, including your rights to cancel an online order.

Please read our returns and refunds policy carefully.

Checking Your Order

Please examine your order as soon as you receive it.

If your order is damaged in transit, incorrect, or items are missing, please contact us as soon as possible so we can resolve it quickly.

Damaged or Incorrect Goods

Where goods are faulty, you may have the right to reject them and receive a refund within 30 days.

If your goods are damaged or there has been an error on our part:

  • We are happy to arrange collection or organise for our courier to collect the goods from the delivery address stated on the invoice.

  • Please ensure the parcel is securely packed in the same way it was sent to you.

  • Alternatively, if you can, you are welcome to return the parcel to us yourself. We will refund the cost of the return delivery.

Where the return is due to damage in transit, incorrect items, missing items, or a fault, we will cover the cost of return delivery.

Once we have received the returned goods, or verified the issue:

  • We will provide a full refund or replacement, depending on your preference.

  • Refunds may take up to 7 working days to appear in your account.

There is no restocking fee.

Returns for Change of Mind

If you change your mind, you can cancel your online order within 14 days of receiving your goods. Once you’ve told us you wish to cancel, you then have a further 14 days to return the goods.

To cancel, please email us at info@haywines.co.uk quoting your order number. We’ll confirm the return instructions by reply.

To be eligible for a refund, items must be unopened, unused, with seals intact, and returned in a condition suitable for resale (including original packaging where possible).

For health, safety and quality reasons, we cannot accept returns of any wines or beverages that have been opened or where the seal has been broken.

Unless the return is due to damage in transit or an error on our part, return shipping costs are the customer’s responsibility.

Once we receive the returned goods (or evidence where applicable), we’ll process your refund. Refunds may take up to 7 working days to appear in your account.

Wine Faults After Opening

If, after opening, you believe the wine is faulty (for example showing unusual colour, sediment, floating particles or off-odours/flavours), please reseal the bottle and send us clear photographic evidence (including images of the open bottle, label, and the wine itself).

Please report suspected faults within 30 days of receiving the wine so we can assess the claim promptly.

Your statutory rights are not affected.