Off Track Return & Exchange Policy

Nobody likes receiving dodgy goods. While we do our best to be as accurate as possible, sometimes human error results in a wrong items being sent, or some kind of damage (grrr!). Issues like this represent less than 1% of our orders (and we’re pretty proud of that!), but then they do arise, we’ll handle it!

Wine Satisfaction Guaranteed

Off Track Wine are proud of the quality of our wine - hailing from the Fleurieu in South Australia - and so we offer a quality satisfaction guarantee.   

If for any reason you are unhappy with our wine product before the Best Before date on the can then complete our satisfaction guaranteed form to receive a credit in the value of the wine purchased to use on our website.

Delivery Delays

Wine purchases are normally dispatched via Australia Post or other registered courier services within 2 or 3 business days.  In the event of an extended heat period we may delay deliveries to prevent spoilage of your wine. We will contact you in this instance.  

Wine Faults

Any stock damaged during delivery, with faulty seals or tainted stock within Best Before date will be replaced at no charge and you can keep the remaining wine for sangria or cooking.   Please note that wine must be stored at below 28C, avoid direct sunlight and be looked after 'like wine'.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Apparel

Incorrectly Fulfilled or Damaged items

Our apparel supplier will replace or reprint an item if it has been delivered with defects or incorrectly (wrong design, style/colour/sizes). On receipt of a photo of the item received, they will reprint and send out a replacement at no charge. You won't need to send back incorrect goods.  Winning!

We aren’t able to offer exchanges or refunds due to change of mind. ‘Change of Mind’ includes but not limited to

• Customer doesn't love a particular wine
• Customer prefers another wine / size
• Customer ordered the wrong wine, colour or design

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at admin@offtrackwines.com.au. Please note that returns will need to be sent to the following address: PO Box 428, McLaren Vale SA 5167 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@offtrackwines.com.au. 

You can always contact us for any return question at admin@offtrackwines.com.au. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.