If you notice that you have received wrong or broken items, please notify us within 24 hours of receiving the goods either by telephone or email and we will arrange for a replacement or full refund.
Winehouse offers a 7-day return policy on certain* products that are proven to be faulty in any way. Wine House will offer a replacement where possible or a full refund. To satisfy this return process, we need to have access to most of the contents of the bottle in its original cork or cap to assess whether the wine is faulty before we can offer a refund/replacement. Winehouse will test all products returned to us within 7 days of receipt. Some wines may need to be returned to the original supplier/winery for further chemical analysis and/or testing. If the wine is determined to be in working condition, not defective or faulty, it will be returned to you and you will be invoiced for the processing and freight costs associated with the return. "Change of mind" returns are up to the discretion of management.
*It is important to note that a lot of our wines fall into the category of “Old and Rare”. These wines are in excellent condition in terms of their cellaring history in our cellar, levels, labels and physical appearance. Having said this, there is risk inherent to handling such items and the buyer must beware. The buyer accepts all losses ensuing from purchasing a tired or undrinkable "Old & Rare" wine. If you contact us within a reasonable period from the delivery of the wines, we will be happy to discuss whether we can provide a refund or exchange, but there is no guarantee. Please note that Winehouse will never offer for sale any wine that we have any reason to believe is of an uncertain standard. We would immediately withdraw from sale any bottle that is suspected of being undrinkable or unsafe. We are here to help in any way possible and don't want you to be disappointed, but we can only make a decision for any compensation on a case by case basis.
Note to Overseas (ie, non-Australian) customers. Its is almost impossible for us to assess whether a bottle of wine is faulty due to the distances involved and the different customs and tax scenarios of difference nations. As much we would like to help, we are probably not able to offer refunds to international customers due to practical reasons. If you are an international customer, please consider this risk carefully before making your purchase.
Courses and Events Policy
If you are unable to attend an event or course (excluding WSET) at the Wine House you must give us 5 working days notice and we can transfer you to another course or give you a course/event credit for the total amount you have paid. No refunds or transfers will be given within 5 working days of the course/event start date.
If you have booked a multi-session course and you are unable to attend one of the sessions - you may attend the same session if there is an available spot on the next course. (We can only offer this for one session missed per course)
WSET Courses:
Please note no refunds will be issued within 10 working days prior to the start of the WSET course. Before that period a 75% refund is allowed if a student cancels their enrolment.
Please note that if a student chooses to collect course study materials prior the start date of the course, no refund can be provided for the study material.
A 100% refund will apply if Wine House cancels.
If the student is absent on the day of the exam or is required to re-sit, there is a re-sit exam fee. Re-sit fee varies between different courses, please refer to course details for exact amount.
WSET Exam Re-sit conditions
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We only accept WSET exam re-sits from own past students. We do not accept WSET exam re-sits from past-students of other WSET education providers except under exceptional circumstances and at our own discretion.
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These re-sits are only permitted if the student has shown to have made considerable progress to improve their chances of passing and did not fail "unclassified" the first time.
Method of Refund Payment
Refund payments will only be given back to the original method of payment by the purchaser.
If the original purchase was paid for by a credit card, then the refund can only be paid back to that same credit card account.
If the original purchase was paid for via bank transfer, then the refund can only be paid back to that same bank account.