Returns and refunds

Change of mind

For safety and quality reasons we cannot take back wine once it has been shipped just because you changed your mind. You can still cancel for a full refund at any time before your order is shipped (see Cancelling an order below).

Damaged, leaking or wrong items

If a bottle arrives broken or leaking, or we sent the wrong wine or the wrong quantity, tell us within 48 hours of delivery. Send us your order number and photos of:

• the bottle or bottles,
• the box and packaging, and
• the courier's waybill or shipping label.

A short video can help, but it is not required. Please keep the packaging for 7 days in case the courier needs to inspect it.

Faulty wine

If you open a bottle and the wine has gone bad, for example it smells or tastes spoiled or vinegary, tell us within 7 days of delivery. Keep the bottle with most of the wine still in it, along with its cork or cap, so we can check it.

If you find a fault later than that, contact us anyway. We will still handle it fairly and in line with your rights under the Consumer Act.

Opened bottles

We cannot accept opened bottles back because you did not enjoy the taste. Taste is personal, and opened wine cannot be resold. This does not apply to faulty wine, which is covered above.

How we review a claim

We will reply to your report within 7 days. We may ask for more photos or details, or arrange for the courier to collect the item. If we need the wine back, we pay the return shipping.

What we will do

If your claim is accepted, you choose what happens:

• a replacement of the same wine, sent at no extra cost, or
• a full refund for the affected bottles.

When the problem was a damaged, faulty or wrong item, we also refund the shipping you paid for those bottles.

Refunds

Refunds go back to the card or e-wallet you paid with, through our payment provider, PayCools. We start the refund within 7 days of approving it. How long it then takes to show in your account depends on your bank or e-wallet.

Failed deliveries

Someone aged 18 or over must receive the wine. A delivery fails if nobody is there to receive it, or if the courier cannot hand it over because the person receiving it is under age, cannot show a government-issued ID when asked, or appears to be drunk.

If a delivery fails, we can arrange one more delivery attempt; you pay the courier's actual cost for it. If you would rather not, or if it also fails, we refund what you paid, less the original shipping cost and the cost of returning the wine to us.

Please make sure your address and phone number are correct at checkout. We cannot be responsible for a delivery that fails because of wrong details.

Cancelling an order

You can cancel for a full refund at any time before your order is shipped. Contact us with your order number. Once your order has been handed to the courier, it can no longer be cancelled.

If your order is waiting for an international shipping quote, you have not paid anything. You can simply not pay, or tell us you no longer want it.

International orders

The same rules apply to damaged, wrong and faulty items sent abroad. For orders that need a shipping quote, nothing is charged until you accept the quote and pay. A quote is valid for 7 days; after that we may withdraw it or send you a new one.

Import duties and taxes are your responsibility. If customs refuse or seize your order, we refund what you paid, less any costs we have already incurred, such as shipping.

Contact us

To report a problem or ask for a refund, contact us with your order number:

• Email: orders@anawine.com
• Phone: +63 977 276 0619 (Globe) / +63 969 394 3524 (Smart)

If we cannot resolve your complaint within 7 days, you may bring it to the Department of Trade and Industry (DTI). See our Terms of sale for more.