Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Conditions for Returns To be eligible for a return, the wine must be in the same condition that you received it: unopened, with the original seal/capsule intact, and labels undamaged. You’ll also need the receipt or proof of purchase.

How to Start a Return To start a return, contact us at info@naturalwinedealers.com. Returns should be sent to: Natural Wine Dealers, Rafael Peil, Steinbruchstraße 3, 5020 Salzburg, AUSTRIA.

Please note:

  1. You must request a return before sending items back.

  2. Return shipping costs are the responsibility of the customer.

Damages and Issues Please inspect your order upon arrival. If a bottle is broken, defective (e.g., "corked"), or if you received the wrong item, contact us immediately at info@naturalwinedealers.com so we can evaluate the issue and make it right.

Exclusions We cannot accept returns on: 

  • Opened bottles (unless the wine is faulty).

  • Gift cards.

  • Customized orders or special requests.

EU Right of Withdrawal For customers within the European Union, you have the statutory right to withdraw from your order within 14 days of the day you (or a third party you designate) receive the goods, without giving any reason (EU Directive 2011/83/EU).

Cancellation before shipment: If your order has not yet been fulfilled, you can cancel it directly through your customer account at account.naturalwinedealers.com or by contacting us at info@naturalwinedealers.com.

Exceptions to the right of withdrawal: The right of withdrawal does not apply to opened bottles (unless the wine is faulty), gift cards, or customized orders, as these are perishable, personalised, or sealed goods that cannot be returned for hygiene or health protection reasons once opened.

Refunds Once we’ve received and inspected your return, we will notify you of the approval. If approved, you’ll be automatically refunded on your original payment method within 14 days.

Unclaimed Packages / Incorrect Address If a package is returned to us because the provided address was incorrect or it was not picked up from a collection point, we will refund the order minus the shipping and return handling fees. If you wish to have the package reshipped, new shipping costs will apply.