Returns & Refunds

Consumer retail returns

This policy applies to consumer purchases from Wine Chateau. It does not limit your statutory rights. Trade and wholesale orders are governed by the applicable Wine Chateau B2B agreement.

Changed your mind about an online order?

You may cancel most online retail orders by notifying us within 14 days after receiving the goods. After notifying us, you must return the goods within a further 14 days.

Please contact us through our Contact Us page before returning anything and include your order number. Return goods securely packaged to Wine Chateau – Bell Plantation, Bell Plantation Garden Centre, Unit 17A, Watling Street, Towcester, NN12 6GX.

You are responsible for the direct return cost when cancelling because you changed your mind. We recommend using a tracked and insured service because the goods remain your responsibility until received by us.

You may inspect goods as you would in a shop. Please do not open or consume bottles that you intend to return. We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the goods.

How to cancel

To cancel, tell us clearly of your decision by emailing support@winechateau.co.uk or writing to the address below. Include your order number if available, or enough information for us to identify your order. You may use the model cancellation form below, but you do not have to. To meet the cancellation deadline, it is enough to send your notice before the cancellation period has expired.

If you cancel by email, we will acknowledge receipt of your cancellation by email without delay.

Model cancellation form

Download the cancellation form (PDF) – you can type into it or print it, then email it to support@winechateau.co.uk or post it to the address below.

(Complete and return this form only if you wish to cancel the contract.)

Refunds for cancelled online orders

We will refund eligible returned goods and the cost of our standard outbound delivery service. Additional delivery charges for an enhanced service are not refundable beyond the standard-delivery amount.

We will refund you to the original payment method within 14 days after we receive the returned goods or acceptable evidence that they have been sent back, whichever is earlier. We may withhold the refund until then where permitted by law.

Damaged, incorrect or missing goods

Please inspect your order promptly and contact us as soon as possible if anything is damaged, incorrect or missing. Include your order number and, where reasonably possible, photographs of the packaging and affected goods. Do not dispose of damaged goods until we advise you.

Where goods are faulty, damaged, not as described or supplied incorrectly, we will provide the remedy required by law, which may include a refund, replacement or repair. Wine Chateau will cover reasonable return costs where the return is due to our error or a product fault.

Shop purchases

For purchases made in our physical shop, we are not required to accept a return simply because you changed your mind. This does not affect your rights where goods are faulty, not as described or otherwise fail to meet legal requirements.

Alcohol delivery and age verification

Alcohol can be supplied only to an adult aged 18 or over. If delivery or collection fails because the required age-verification conditions are not met, the original delivery charge and reasonable return or redelivery costs may be deducted where permitted by law. Please also read our Alcohol Policy & Challenge 25.

Events and tastings

Event tickets are for a specific date, so the 14-day cancellation period for online orders does not apply to them. Instead:

• You can cancel your ticket for a full refund if you tell us no later than 2 days before the event.
• Cancellations made after that are not refundable.
• If we have to cancel an event, you will be offered a full refund or a place at another tasting.

To cancel a ticket, contact us or email support@winechateau.co.uk with your order number.

Contact us

To request a cancellation, return or refund, use our Contact Us page or email support@winechateau.co.uk, providing your order number and relevant details.

Last updated: 7 October 2026.