The Wine Chateau Discovery Guarantee
Many of our wines come from grapes and regions that may be new to you. The Discovery Guarantee is there so you can try something different with confidence.
Who gives this guarantee
This guarantee is given by Wine Chateau Ltd, a company registered in England and Wales (company number 13516122), registered office: Flat 18 Imperial Place, 24 St. Andrews Street, Kettering, NN16 8AX. Trading address: Wine Chateau – Bell Plantation, Bell Plantation Garden Centre, Unit 17A, Watling Street, Towcester, NN12 6GX.
Where it applies
This guarantee applies to eligible consumer purchases made directly from Wine Chateau in the United Kingdom – on winechateau.co.uk or in our Towcester shop.
What the guarantee covers
If you buy an eligible wine from us for the first time, open it and genuinely do not enjoy it, we will give you Wine Chateau store credit for the price you paid for that bottle.
If you would prefer a replacement, we can instead give you a comparable bottle of another wine, added free of charge to your next order or ready to collect from our shop in Towcester. We do not post individual replacement bottles on their own.
The Discovery Guarantee is not a cash-refund scheme.
How long it lasts
You must contact us within 30 days of purchase (or of delivery, for online orders) and within 14 days of opening the bottle.
Conditions
- One claim per customer in any 12-month period. We may treat accounts or claims as belonging to the same customer where we reasonably believe they have been created or used to avoid this limit.
- One opened bottle per order.
- First purchase only: the claim must relate to a wine you are buying from us for the first time.
- At least two-thirds of the wine must remain in the bottle. You must send a clear photograph showing the bottle, its label and the wine level.
- Keep the bottle for 14 days after making your claim, in case we ask to see it.
- Buy direct: the wine must have been bought directly from Wine Chateau as a consumer.
What is not covered
The Discovery Guarantee does not apply to:
- spirits, liqueurs and divin;
- accessories, gift boxes, packaging and gift cards;
- event, tasting and experience tickets;
- wines, mixed cases and hampers bought at a discount or from our Special Offers collection;
- trade or wholesale purchases;
- wines bought from other retailers.
Mixed cases and gift hampers
Wines inside our full-price mixed cases and gift hampers are eligible. For a wine supplied within a mixed case or hamper, credit will equal the lower of its standard single-bottle price and the average amount paid per wine bottle in that case or hamper.
Store credit
Store credit is issued as a Wine Chateau gift card code, valid for 12 months. It can be used online or in our shop, and cannot be exchanged for cash.
How to claim
Email support@winechateau.co.uk with:
- your order number or shop receipt;
- the name of the wine;
- a photograph of the bottle showing the label and the wine level;
- a sentence about what didn't suit you – it helps us recommend something you'll enjoy.
You may also call us on 07493 217324, but a claim started by telephone must be completed by email with your receipt or order number and the photograph before it can be assessed.
We aim to reply within two working days.
When we may decline a claim
We may decline a claim where the required evidence is not provided, the eligibility conditions are not met, information supplied is materially inaccurate, or we reasonably believe the claim is fraudulent or intended to circumvent the claim limit. If we decline a claim, we will explain why.
Your statutory rights
This guarantee is in addition to your statutory rights concerning faulty, damaged or misdescribed goods. Your statutory rights are not affected by this guarantee. For faulty, damaged or incorrect items, please see our Returns & Refunds policy. Natural sediment in some red, older or unfiltered wines is not a fault.
Changes to this guarantee
We may change or withdraw the Discovery Guarantee for future purchases. Purchases made while a version of the guarantee applied will be covered by that version.
Version 1.0 – effective 25 September 2026.