Refund policy

Refund & Returns Policy (Liquor Store – Australia)

At Reinas Group / your liquor store, we follow the Australian Consumer Law (ACL) to ensure every customer receives products of acceptable quality.

1. Faulty, Damaged or Incorrect Items

We will provide a refund or replacement if your wine or liquor:

• arrives damaged,
• is spoiled or shows a major fault,
• is incorrect or not as described.

Please contact us immediately at info@reinas.au with your order number and photos so we can resolve the issue quickly.

2. How to Request a Return

Email us at info@reinas.au within 30 days of receiving your order. Once approved, we will provide instructions and a return shipping label (when applicable).

All returns must be sent to: Bentleigh VIC 3204. Full return instructions will be provided upon approval.

3. Change‑of‑Mind Returns

We do not accept change‑of‑mind returns for alcohol products.

4. Non‑Returnable Items

We cannot accept returns for:

• items damaged due to customer mishandling or improper storage,
• sale items
  
• gift cards
  .

5. Proof of Purchase

Proof of purchase is required. Any reasonable evidence is accepted (receipt, bank statement, order confirmation).

6. Refunds

Once your return is received and assessed, we will notify you of approval. Approved refunds are processed to your original payment method within 10 business days. If more than 15 business days have passed after approval, please contact us.

7. Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. If your product has a major failure, you are entitled to choose a refund or replacement.