Our Returns Policy includes the rights you have under the Australian Consumer Law (see below) and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.
Your rights under the Australian Consumer Law
'Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.'
If in the event your purchase is faulty, damaged, wrongly described or breaches a consumer guarantee we will cheerfully refund your money or exchange the product upon presentation of your proof of purchase. If your purchase incurred a delivery fee, then we will cover the cost of delivery for the return if Tom's Cellars is at fault. That is, if the wrong product is delivered, there is a fault with the product (including any damage caused in transit) or Tom's Cellars has breached a consumer guarantee. In all other circumstances, including change of mind, the delivery charge will be deducted from the refund to the customer.
The fastest way to obtain a refund or exchange is to get in touch with Tom at firstname.lastname@example.org or pop into one of our stores, where our team will be able to assist you immediately.
Proof of purchase must be provided to obtain a refund/exchange and the product must be in a saleable condition. Saleable condition is defined as:
- Within its use by or best before date.
- Packaging is not damaged and in original condition.
- No heat damage (beer, red wine etc).
- All pack size variants are ranged to the store (eg. 6Packs of Beer has to be in packs of 6 not single bottles).
If visiting a store is not convenient for you, or there is not a store close to you, then please contact our Team as soon as possible on (02) 9498 6767 to discuss the available options.
In the event that your product must be returned to our fulfilment centre, please allow 3-7 business days for your refund to be processed after the product has been received at the fulfilment centre.
You agree that you cannot change or cancel an order after it has been placed. If you wish to change or cancel your order please contact our Team as soon as possible on (02) 9498 6767. Every attempt will be made to accommodate your request, however unfortunately no guarantee can be given once an order has been placed. If we agree to you changing or cancelling your order after it has been placed, we may do so subject to you providing proof of purchase, to the ordered products being in their original condition and packaging and to you agree to pay an amount we request on account of our reasonable costs of processing the change or cancellation. If your order has already been processed, you may still be able to return your order, which can be done easily through any Tom's Cellars physical store or via a courier service.