Refund policy

This policy is solely for purchases made through Monty’s Wine Emporium at www.montyswineemporium.com and should be read in conjunction with our Terms of service. “We”, “us”, and “our” refers to Montague Fine & Rare Wines Limited; “you” means the customer agreeing to this policy.

If any of the products in your order arrive broken, or are not the wines you ordered, please let us know within two working days of delivery, quoting your Order Number, and send us photographs showing the problem. For a breakage we will need to see the broken bottle and the box it arrived in. For an incorrect wine, a photograph of the label on each bottle received is sufficient. We will provide a full refund or a replacement for the affected bottles. This does not affect your statutory rights.

Please keep the packaging until the claim is settled, as our courier may ask to see it. We may require incorrect bottles to be returned to us. We will arrange this as necessary at your convenience and at our cost. However, if you handle the goods whilst they are in your possession in a way which would not be permitted in a shop (for example, by opening a bottle of wine or removing a seal), we will reduce your refund to reflect the reduction in the value of the goods.

If a bottle of wine is corked, oxidised or appears otherwise out of condition, provided it is still within the recommended drink date and has been stored in suitable conditions, we will arrange to replace the faulty bottle with a bottle of the same type of wine (or if not available, a bottle of another wine which is of equivalent value). Alternatively, we can refund the value of the bottle. We will need you to provide evidence of the fault, and may then collect the faulty bottle for inspection (at our cost).

If you want to cancel your order, please contact us as soon as you can at drink@montyswineemporium.com, quoting your Order Number. We may be able to prevent your order from leaving our warehouse, but there is a chance it will have already left. In this case, if you return your order to us within 14 days after the day of delivery, we will charge you the cost of collection, or you will have to pay the cost of returning your order to us. This will not affect the refund for your order. We will refund any charges for standard delivery but will not refund any charges paid in addition to our standard delivery charges for non-standard or enhanced delivery.

For Subscribe & Save orders, the rights set out above apply to each shipment in the same way as to any other order. To stop future shipments, you can pause or cancel your subscription at any time through your account or by emailing us at drink@montyswineemporium.com; provided you do so before your next billing date, no further payment will be taken. Where a shipment has already been billed and despatched, the cancellation and return arrangements above apply.

Refunds are issued to the original payment method. For incorrect wines returned to us, we will issue the refund upon receipt. For breakages, we will issue the refund upon receipt of your photographs. Refunds should reach you within five working days, although your bank or card issuer may take longer to display them.

Returns must be sent to Montague Fine & Rare Wines Ltd, c/o Wine Logistics Ltd, 12 St George's Business Park, White Lion Road, Amersham, Buckinghamshire HP7 9JQ, UK.