Refund policy

At Steves, we take great care in selecting and preparing your products for shipment. However, due to the nature of our products, there are some limitations on refunds and returns. Please review our Returns & Refund policy for Winestore purchases below:

1. REPORTING AN ISSUE

If there is a problem with your purchase, please contact us within 24 hours of receiving your order at winestore@steves.com.au. Provide the following details to assist with your claim:

  • Your order number.
  • A description of the issue.
  • Photos, if the item is incorrect or damaged.

For items shipped with Extra Cover Shipping, you may also contact us within 30 days of the expected delivery date if the item has not arrived.

2. REFUNDS & REPLACEMENTS

Refunds, replacements, or store credit are available only in the following circumstances:

  • Incorrect items: If the product delivered does not match your order.
  • Items shipped with Extra Cover Shipping: If damaged during transit or not delivered, we will submit a claim to Australia Post on your behalf.

Exclusions:

  • Refunds or replacements are not provided for:
    • Damage incurred during transit for orders shipped via standard shipping.
    • Change of mind.
    • Wine faults (including aged wines): All wines are sold on an as-is basis, and refunds or replacements are not offered for faults such as cork taint, oxidisation, spoilage, or any other fault in the wine itself.
    • Minor variations in bottle label design, vintages, or packaging, which are subject to change by the producer.

3. AGED WINES & WINE FAULTS

Wine is a natural product, and faults such as cork taint, oxidisation, or spoilage may occur, especially in older vintages. Aged wines, in particular, may exhibit variability due to their natural evolution, age, or prior storage conditions. As we cannot open or test bottles prior to sale, all wines are sold on an as-is basis, and the condition of the wine inside the bottle is at the buyer’s risk.

4. REFUNDS & RETURNS PROCESS

  • Once a claim is approved, we will provide instructions for the return process.
  • Returned items must be securely packaged to prevent further damage during transit.
  • Refunds will be processed to the original payment method or as store credit, as agreed.

5. IMPORTANT NOTES

  • All claims are subject to review and approval by Steves Management.
  • Claims for incorrect items or transit damage (with Extra Cover Shipping) must be submitted within the specified timeframes.
  • Decisions regarding refunds and replacements are final once communicated.
  • This policy operates in addition to your rights under the Australian Consumer Law.

Thank you for your understanding and for shopping with Steves Winestore. If you have any questions, please email us at winestore@steves.com.au.