This policy details the extended timeframe for spoilage claims and clearly defines accountability for various delivery failures, ensuring fairness for both the customer and My Store.
Extended Claim Window for Latent Spoilage
While transit damage must be reported immediately, we offer an extended claim window of sixty days from the delivery date for issues related to latent spoilage (e.g., wine with confirmed cork taint or oxidation that was not visible on delivery). The customer must contact us, and we will guide them through the process of returning the partially consumed bottle for analysis, ensuring accountability for genuine product faults.
Accountability for Delivery Failure
Our Accountability: If delivery fails due to a mistake made by My Store (e.g., incorrect label, wrong product sent), we are fully accountable and will issue a 100% refund, including all shipping costs, or send an immediate replacement.
Courier Accountability: If the product is lost or damaged, the courier is accountable, and we process the refund/replacement through their insurance.
Customer Accountability: If delivery fails due to an inaccurate address, failure to accept ASR check, or non-collection, the customer is accountable and liable for all associated shipping and return freight costs, which will be deducted from the refund.
Exchange of Sealed Collections
If a customer purchases a sealed collection or gift pack and the entire item is returned unopened, in its original packaging within fourteen days, we may offer a direct exchange for a different collection of equal value. The customer must pay all shipping costs associated with the exchange, including the return shipping and the new outbound shipping fee.
Refunds for Digital Gift Cards/Vouchers
Digital gift cards or vouchers purchased from My Store are non-refundable once issued, as they are considered a form of credit. They must be redeemed against future purchases of Australian beverages and cannot be exchanged for cash or a refund.
Clear Documentation of Refund Deductions
In all cases where a refund is processed with a deduction (e.g., shipping costs due to non-collection), My Store will provide the customer with a detailed, clear breakdown statement showing the original product cost, the deducted fees (with courier receipts if requested), and the final refunded amount. We commit to full transparency in all financial settlements.