If wine is damaged while in transit to the customer, The Other Bordeaux will re-send the customer’s order with new bottles of the exact same wines, wherever possible, at no expense to the customer. Australia Post and Aramex have a standing protocol to return to the seller (The Other Bordeaux) any damaged goods and NOT to deliver them to the customer and this arrangement is largely followed by them. In the event that the courier was not aware that one or more bottles had been broken in transit and the whole parcel, including the damaged bottles, is delivered to the customer, then The Other Bordeaux can arrange to have the whole parcel collected and a fresh box of the same wines, wherever possible, sent to the customer. If the wines the customer ordered are no longer available, because they have sold out in the time since the customer’s original order was dispatched, The Other Bordeaux will speak with the customer by email to arrange substitutes or a refund, whichever the customer prefers.
If correct delivery procedures have not been followed and wine has not been delivered according to the customer’s instructions then The Other Bordeaux will offer to send a replacement consignment using, wherever possible, the exact same wines as were in the original consignment. If the wines the customer ordered are no longer available, because they have sold out in the time since the customer’s original order was dispatched, The Other Bordeaux will speak with the customer by email to arrange substitutes or a refund, whichever the customer prefers.
If wine is delivered according to a customer’s instructions but the receiver claims not to have received the wine, The Other Bordeaux reserves the right not to offer to send a replacement consignment to the customer.
If the wine has deteriorated as a result of the inherent vice of the packaging materials chosen by the winery – such as the cork or other closure – then The Other Bordeaux may ask to organise the collection and return of the wine that has been questioned. If all parties are in agreement, the customer may request a replacement bottle of the same wine to be sent to them or for a refund equal to the value paid for that wine. If the wine was part of the a mixed dozen, regardless of which wine has been questioned or what its ordinary individual retail value may be, then the value of every wine in that dozen will be considered to be one twelfth of the total value of that dozen. If the cork has deteriorated resulting in oxidation or other associated spoilage of the wine then the same policy and protocol applies.
The Other Bordeaux is under no obligation to replace or offer a refund for any wine found not to be to the buyer’s own personal taste. While every effort is made to describe every product truly, according to the personal experience of the people involved in the selection and purchase of wines for The Other Bordeaux for on-sale to its customers, it cannot be assumed that the tasting notes and descriptions of any given wine used in the promotion of that wine are going to necessarily and directly correspond with the buyer’s own assessment of the same product. It is assumed that for any given wine a variety of opinions of that wine will exist equal to the number of different people who taste it. Buyers are asked to share their opinions of any particular wine on the Vivino app. Refunds or exchanges will only be considered for situations in which the wine has altered due to factors resulting from the wine producer’s choice of packaging materials and not for any other reason.
The Other Bordeaux will not collect or offer any kind of refund for goods that were ordered and delivered as directed by the customer, even if the customer forgets that they ordered the goods or placed duplicate orders for the same goods. It is recommended to set up and always use an account when checking out from this website so that a permanent purchase history is created and maintained. If an account is not set up then it is strongly advised to print out the order confirmation email that is sent out at the time of ordering. The onus is on the customer to know and record what they have ordered, while the onus is on The Other Bordeaux to deliver the goods as quickly and efficiently as possible as per the stated delivery timeframes and the instructions of the customer at the time of ordering. The Other Bordeaux runs a semi-automated delivery system and if an order is placed then the goods will be delivered unless advice is received from the customer to the contrary BEFORE the goods are dispatched.
The Other Bordeaux’s refund policy lasts 30 days from the date of delivery. If 30 days have passed since delivery, The Other Bordeaux can’t offer the customer any kind of refund.