At VinoLux Store, we are committed to providing an exceptional shopping experience for our discerning clientele of fine wine and spirit enthusiasts. We understand that occasionally, a product may not meet your expectations, and we strive to handle returns and exchanges with the same care and refinement that defines our brand. This policy outlines our process for returns and exchanges, ensuring transparency and ease for our valued customers.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange, the item must be in its original condition, unopened, and in the original packaging. Returns and exchanges must be initiated within 15 days of receiving your order. We cannot accept returns or exchanges for items that have been opened, used, or damaged after delivery.

Non-Returnable Products: Due to the nature of our premium offerings, the following products are non-returnable unless they arrive damaged or defective:

  • Champagne (including Brut Non-Vintage, Demi-Sec, Prestige Cuvée, and Rosé-Pink Champagne)
  • Sparkling Wines (including English Sparkling, French Sparkling, Prosecco, and Rosé/Pink Sparkling)
  • Fortified Wines (including Port and Sherry)
  • Spirits (including Gin and Rum)
  • Red Wines and Rosé Wines

Note: These products are excluded from standard returns due to their delicate nature and legal restrictions on alcohol resale. If you receive a damaged or defective item, please contact us immediately at [email protected].

Return & Exchange Process

To initiate a return or exchange, please follow these steps:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Include your order number, the product(s) you wish to return or exchange, and the reason for the request. You may use the template provided below.
  2. Receive Instructions: Our team will respond within 2 business days with a return authorization and shipping instructions. Please do not ship the item without authorization.
  3. Ship the Item: Pack the item securely in its original packaging and ship it to the address provided. We recommend using a tracked shipping service, as you are responsible for the return shipping costs unless the return is due to our error (e.g., wrong item shipped).
  4. Inspection and Processing: Once we receive the item, we will inspect it to ensure it meets the eligibility criteria. If approved, we will process your refund or exchange within 5 business days.

Refund Timeline and Method

Refunds will be issued to the original payment method used for the purchase. Please allow the following timeframes for the refund to reflect in your account:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing.
  • PayPal: 3-5 business days after processing.

Exchanges will be processed once the returned item is received and approved. We will ship the replacement item using the same shipping method as your original order (standard or free shipping).

Return & Exchange Request Template

To streamline your request, please use the following template when emailing us. Copy and paste it into your email and fill in the required details:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear VinoLux Store Team, I would like to request a return/exchange for my recent order. Below are the details: – Order Number: [Insert your order number] – Product Name(s): [Insert the name(s) of the product(s)] – Reason for Return/Exchange: [e.g., incorrect item, damaged product, change of mind – if eligible] – Preferred Action: [Refund / Exchange for (specify product)] I confirm that the item is unopened and in its original packaging. Please provide further instructions for the return process. Thank you for your assistance. Sincerely, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Contact Us

If you have any questions about our Returns & Exchanges Policy, please contact our Manchester-based customer service team. We are here to assist you with the same dedication we apply to curating our collection of fine wines and spirits.

VinoLux Store
Email: [email protected]
Address: 26 Corporation St, Manchester, GB M4B 1YH

Thank you for choosing VinoLux Store. We appreciate your trust and are committed to ensuring your satisfaction with every purchase.