Refund policy

Returns and cancellations

You have the right to cancel an online order within 14 calendar days without giving a reason. The cancellation period ends 14 days after you, or a person nominated by you other than the carrier, receives the last item in your order.

To exercise your right to cancel, please email hello@blackchalkwine.co.uk with a clear statement that you wish to cancel your order. Please include your order number or other proof of purchase where possible.

After notifying us that you wish to cancel, you must return the goods within 14 calendar days to:

The Old Dairy
Fullerton Road
Andover
Hampshire
SP11 7JX

For change-of-mind returns, you are responsible for the cost of returning the goods. Please package the goods securely and return them undamaged and, where possible, in their original packaging.

You may inspect the goods as you would in a shop. We may reduce your refund to reflect any reduction in value caused by handling beyond what is necessary to establish the nature and characteristics of the goods.

Please contact us before sending your return so that we can provide the appropriate return instructions.

For any questions about a return, contact us at hello@blackchalkwine.co.uk.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is damaged, faulty, incorrectly supplied or not as described.

We will assess the issue and arrange an appropriate refund, replacement or other remedy. Where the goods are faulty, damaged or incorrectly supplied, we will cover reasonable return costs.

Nothing in this policy affects your statutory consumer rights.

Exceptions

The right to cancel may not apply to:

  • Goods made to your specifications or clearly personalised

  • Goods liable to deteriorate or expire rapidly

  • Goods that have become inseparably mixed with other items after delivery

These exceptions do not limit your rights where an item is faulty, damaged, incorrectly supplied or not as described.

Sale items have the same statutory consumer rights as full-price items.

Exchanges

The quickest way to obtain a different item is to return the original item in accordance with this policy and place a separate order for the replacement.

Refunds

We will notify you after receiving and inspecting your return.

Where the entire order is cancelled, your refund will include the cost of our least expensive standard delivery option. Any additional amount paid for premium or expedited delivery will not be refunded.

For change-of-mind returns, the cost of returning the goods will not be refunded.

Refunds will be made to the original payment method without undue delay and no later than 14 calendar days after:

  • We receive the returned goods; or

  • You provide evidence that the goods have been returned, if this happens earlier.

We may withhold the refund until we have received the goods or you have provided evidence that they have been returned.

Your bank or payment provider may require additional time to process the refund after it has been issued.