Returns Policy 

RETURNS AND REFUNDS – CHANGE OF MIND

Urban Grapes seek to ensure customer satisfaction with all of our products and therefore provide a 7 return and refund policy in the event that you wish to return a product. Therefore, purchases made on our website can be returned for a refund within 7 days from the date of delivery subject to the following conditions:

  • You must contact the team by email service@urbangrapes.co.uk highlighting the reason for your return request. Your email must include your original order number which can be found in the Order Confirmation Email and Delivery Confirmation email sent to you.
  • The products must be in their original condition (unmarked, unaltered and undamaged).
  • You must ensure that the packaging box is not damaged and the Pulp Inserts (Base / Middle / Top) are retained for the returned goods.  We cannot accept a return unless the original package is undamaged and used for the return.
  • Bottles must not be tampered with or opened, and labels or seals must not be removed.
  • Any items you have accepted and then returned are your responsibility until they reach our warehouse.
  • Urban Grapes reserves the right to refuse any returns that do not comply with our return policy. Returns that do not comply with our return policy may be sent back to the customer at their own cost.

Urban Grapes will organise a Collection via our courier.  The cost will be confirmed to you as it will depend upon the number of bottles being returned, however, it will be no less than £14,98.  In the event that there are no faults, breakages or agreed issues, the Collection Charge will be deducted from your refund when the bottles have been safely returned.

RETURNS AND REFUNDS – DAMAGE 

We utilise the best protection available for the packaging of our wines and it is extremely rare for a bottle to be damaged, however, unfortunately there may be an occasion where damage occurs.  If you receive a parcel with a broken bottle (s), please be very careful and wear glass protective safety gloves if handling.

  • Whilst you have 7 days to return, please contact the team immediately to advise of the breakage via email service@urbangrapes.co.uk
  • Your email must include your original order number which can be found in the Order Confirmation Email and Delivery Confirmation email sent to you.
  • Please take pictures / video of the outer box, the interior pulp packaging protection and the broken bottles and include in the email along with a description of the issue.
  • The team will send a replacement (s) bottle immediately.

RETURNS AND REFUNDS – DEFECTIVE PRODUCT

Our Vineyards, Supply Partners and Urban Grapes take great care to ensure that every wine reaches you in the condition intended by the winemaker when bottling the wine. If you believe that you have received a bottle that is defective, it is important that you follow the steps below:

  • Do not throw away the liquid or cork.  Please retain until further instructions are sent via our team.
  • Whilst you have 7 days to return, please contact the team immediately to advise of the reported defective product via email to service@urbangrapes.co.uk
  • Your email must include your original order number which can be found in the Order Confirmation Email and Delivery Confirmation email sent to you.
  • Please describe the issue in detail including the cork smell, the wine smell, wine taste, the colour of the wine.  Please take pictures or a video.
  • If, based on your description and evidence, we believe it may be a wine fault,  we will arrange to collect the defective wine for analysis and provide you with a replacement as soon as possible.

REFUND PROCESSING

Upon the return being received and accepted by Urban Grapes, the refund will be made using the original electronic payment method (card type) that was processed at the time of your original order.

Please note that in the event that you return the product due to a change of mind in your decision to purchase the product, a collection service charge to return the product will be deducted from your refund. This collection service charge will be confirmed once the number of bottles being returned is known.  If you have thrown away the original packaging we cannot accept a return as the Courier network will not accept bottles unless in the approved packaging in which the wine was originally sent is used.

You will receive an email confirmation of the amount Refunded and the amount is usually processed by your card provider within 7 working days.

The above Refunds Policy forms part of the wider Terms and Conditions of purchase

Please contact the team if you have any queries with regard to this Returns Policy at:

t: 0800 999 1730 

e: service@urbangrapes.co.uk