Refund Policy / Quality Guarantee

This policy sets out how Cracka Wine Co Pty Ltd (ABN 40 141 713 484) and its related bodies corporate (Cracka Wines) manages customer refunds. 


Quality Guarantee

As our brand name suggests, Cracka Wines is all about selling great wines that over-deliver for the price.

 To achieve this, every wine listed for sale on Cracka Wines goes through a rigorous selection process. Unless we are 100% satisfied with both the quality and value they offer, they don’t make the cut. Typically only about 5% of wines make it through.

 While it’s very uncommon, should you ever not be totally satisfied with a wine purchased from Cracka Wines then we are more than happy to provide a full refund and/or credit for that purchase.  

 If you try one bottle and are not satisfied simply let us know within 90 days of buying the wine and we’ll refund you in full (excluding freight costs) for your purchase. If more than one bottle has been consumed from a product purchase it is up to Cracka's discretion as to whether a refund will be provided.

The quality guarantee does not apply to wines bought at auctions unless a wine is deemed to be faulty.

 Breakages

If you receive a case of wine with one or more broken bottles, simply let us know within 2 working days of the date of delivery and Cracka Wines will issue you with an account credit equal to the price paid by you for the broken bottles.

 Please note that risk of damage, loss or deterioration to product passes to the buyer upon delivery and therefore no refunds are offered for products that are damaged after you have accepted the delivery.

Refund Process

If you would like to submit a claim, simply contact a member of our Customer Service Team on 1300 CRACKA (1300 272 252) or email us help@crackawines.com.au

 In the case of a Quality Guarantee claim, we generally require you to return the remaining unopened bottles of the wine in question to Cracka Wines’ Offices for a quality inspection. The process for this will be explained by our Customer Experience Team.  

 Typically we strive to have all refunds processed within 3-5 working days of your notification or from the date that the remaining wines are returned to us.

 Exceptions
Please note that Quality Guarantee does not apply to items marked as "Sold as is - no refunds or returns accepted".

 If Cracka Wines reasonably believes that a buyer is abusing our Quality Guarantee, Cracka Wines reserves the right to suspend or cancel the Refund Policy / Quality Guarantee in relation to that buyer, cancel any pending orders and/or close that buyer's account.

Manufacturer's liability

Subject to any rights you may have under any law, if an item purchased by you with an accompanying manufacturer’s warranty, Cracka Wines will take no responsibility for the content, fulfilment or enforcement of that manufacturer’s warranty. It is your responsibility to contact the relevant manufacturer in relation to all questions and claims relating to the manufacturer’s warranty.

Other than in the circumstances outlined above in Refund Policy / Quality Guarantee and Breakages, no returns will be accepted and no refunds will be made in respect of purchases you make via the Cracka Wines Website.