In the case of damaged or faulty goods Paul Roberts Wines Ltd will provide a replacement, credit or full refund on the rare occasions a breakage occurs or for products that are faulty. We must be notified of damaged or faulty products within 3 working days of receipt. We may require the faulty products to be returned to us so please keep all the original packing. In order to process a refund or replacement due to damage or breakage, a clear photograph(s) of the damaged goods will need to be provided.

We reserve the right to refund and not replace damaged or incorrect items at our discretion. This includes refunding for part sets. Promotional products that are added/included at no extra charge cannot be refunded if damaged or replaced without a subsequent postage charge being applied subject to availability.

On the rare occasion where the products delivered are different to those ordered we must be informed of this within 3 working days of receipt. We will arrange a collection of these products sent in error as necessary once we have investigated the dispatch records for your order.

Please contact us by email (in writing) to cancel your order within 7 working days after the date that the item was delivered to you. Unwanted items must be returned and received by us within 14 working days after the day of the date that the item was delivered to you, however, you, the customer, will be liable for the amount payable for the return and appropriate repackaging as required of the goods to us. We strongly recommend using an insured and recorded delivery service to the full value of the goods. All returned items must be in their original packaging, in an untampered, re-saleable condition. Due to the nature of the goods, refunds will not be issued where there are clear signs of tampering rendering the goods not resaleable.

We do not currently arrange collections on the return of unwanted items. Should we be required to arrange any collection of products that have not been returned as required within the 14 working days, any charges paid by us to collect or retrieve the goods will be payable in full by the customer. Notification of refunds made will be by e-mail message informing of the amount, time and date the refund was made. Although Paul Roberts Wines will aim to issue refunds within 7 - 14 working days, according to UK Distance Selling Regulations refunds should be processed within 30 days of the point of cancellation of the contract and Paul Roberts Wines reserve the right to do this.