Refund policy

REFUND & RETURN POLICY

At Wine Region, customer satisfaction is extremely important to us. We work hard to ensure that all products are stored, handled, and delivered with the highest standards of care.
However, due to the nature of alcoholic beverages and consumable goods, our ability to accept returns is limited.

This Refund & Return Policy explains when refunds, replacements, and returns may be approved.

  1. GENERAL POLICY

Because we sell consumable and age-restricted products, we can only accept returns or issue refunds under specific conditions.

We DO NOT accept returns for:

  • Opened bottles
  • Partially consumed items
  • Products damaged after delivery handover
  • Items purchased during sales or promotions (unless defective)
  • Items past 24 hours from the time of delivery or pickup
  1. ELIGIBLE RETURNS

You may request a return or replacement only if:

✔ You received the wrong item

(Example: you ordered Hennessy VS but received a different item)

✔ The item arrived damaged

Such as:

  • Broken bottles
  • Leaking containers
  • Severely dented cans
  • Packaging damage affecting product safety

✔ The item delivered is expired (very rare for alcoholic products)

  1. TIMEFRAME FOR CLAIMS

All refund/return issues must be reported within 24 hours of:

  • Delivery
  • Pickup from the store

Reports made after 24 hours cannot be processed due to product handling, storage, and authenticity concerns.

  1. HOW TO REQUEST A REFUND OR REPLACEMENT

To file a claim, please contact us via:

📧 wineregion@gmail.com
📞 09083734466
📍 or visit us at #75 Aminu Kano Crescent, Wuse 2, Abuja

Please include:

  • Your order number
  • Clear photos or videos of the issue
  • A description of the problem

Our team will review your claim and respond promptly.

  1. APPROVAL PROCESS

Once your claim is reviewed:

If approved:

We will issue one of the following:

  • A replacement item
  • Store credit
  • A refund to the original payment method (when applicable)

If not approved:

We will clearly explain why the claim could not be processed.

  1. NON-REFUNDABLE ITEMS

The following items cannot be refunded or returned:

  • Cigarettes
  • Shisha and vape products
  • Opened alcoholic beverages
  • Items damaged after delivery is completed
  • Items purchased through wholesale or bulk pricing
  • Gift cards or promotional items
  1. DELIVERY FEES

Delivery fees are non-refundable, except when:

  • The wrong item was delivered
  • The delivered item was damaged
  • A courier error occurred

If you choose to cancel an order after it has been dispatched, the delivery fee will still apply.

  1. ORDER CANCELLATIONS

You may cancel an order before dispatch without charges.

Once the rider or courier partner has picked up the order:

  • The order cannot be canceled
  • Delivery fees will still apply
  1. WHOLESALE & CORPORATE ORDERS

All wholesale, corporate, or bulk purchases are:

  • Final sale
  • Refundable only if items are damaged or incorrect
  • Eligible for replacement only after verification
  1. WE RESERVE THE RIGHT TO REFUSE A REFUND

Wine Region may refuse refunds if:

  • Fraudulent activity is suspected
  • Customer repeatedly files unjustified claims
  • The product appears intentionally damaged
  • The request is outside policy guidelines
  1. CONTACT US

For refund or return inquiries:

📧 Email: wineregion@gmail.com
📞 Phone: 09083734466
📍 Address: #75 Aminu Kano Crescent, Wuse 2, Abuja

Our support team is available 24/7 at the physical store, and reachable via phone during standard business hours.