At Donzella Wines, we specialise in importing high-quality wines from small, independent Italian producers. As wine is a perishable consumable, we can only accept returns for defective bottles. We do not accept returns because a customer does not enjoy a wine or has changed their mind.

This policy explains when a return may be accepted, what proof is required, how to report an issue, and how refunds or replacements are processed.

1. Return Eligibility (Defective Bottles Only)

We accept returns only when a bottle is genuinely defective. Examples include:

• Secondary fermentation (wine re-fermenting in the bottle)
• Spoilage, instability, or unusual condition of the wine
• A manufacturing fault affecting quality

We do not accept returns for:

• Taste preference
• Dislike of the wine
• Incorrectly stored wine after delivery
• Accidental damage caused by the customer
• Bottles opened after 14 days unless reporting a genuine defect discovered on opening

2. Reporting Window

Faulty or defective bottles must be reported within 14 days of delivery.

This timeframe is legally acceptable for perishable goods and ensures we can investigate and resolve the issue promptly.

3. Return Costs

All return postage costs are the responsibility of the customer, unless Donzella Wines explicitly confirms otherwise in writing after reviewing the defect.

4. Proof Required (Essential for All Faulty Claims)

To assess a defect, we require clear evidence. Please provide:

• A photo of the bottle
• A video or photo of the wine poured into a glass, showing the defect (e.g., fizzing, bubbling, cloudiness)
• A description of the issue
• The order number and wine details
• Batch/lot number if visible

This ensures we can verify the issue accurately and supply a replacement or refund quickly.

5. How to Report a Faulty Bottle

You can contact us via any of the following methods:

Live Chat: Available on our website
Phone: 01234 713655
Email: info@donzellawines.co.uk
Post:
Donzella Wines
2–3 Stanley Court
Weston Road
Olney
Buckinghamshire
MK46 5NH

When reporting, please include your order number and the proof listed above.

6. Refunds & Replacements

Once the defect is confirmed, we offer:

• A refund to the original payment method, or
• A replacement bottle, subject to availability

Timescale:

Replacements are typically dispatched within 1 working day of confirming the defect.
Refunds are issued promptly after confirmation, and may take 3–5 working days to appear depending on your bank.

If a return is required, the refund/replacement will be processed once the returned item is received and inspected

7. Non-Returnable Items

We cannot accept returns for:

• Opened bottles without proven defect
• Wine disliked by the customer
• Bottles damaged due to improper storage (heat, freezing, sunlight)
• Products returned without approval
• Any consumable goods past 14 days unless reporting a defect discovered on opening

This is in line with UK consumer regulations for perishable food and drink products.

8. Damage in Transit (Separate From Defective Product)

If your order is damaged during delivery, or the courier is unable to deliver due to damage, please report it as soon as you become aware of the issue.

What to do if the parcel DID arrive and is visibly damaged:

If possible, please provide:

• A clear photo of the damaged packaging and bottles
• Your order number
• The courier tracking number
• Any notes visible on the courier’s tracking page

(We understand photos are not always possible — tracking notes alone are acceptable.)

What to do if the parcel did NOT arrive:

If the parcel has not been delivered and tracking shows messages such as:

• “Damaged in transit”
• “Unable to deliver”
• “Returned to sender”
• “Delivery refused due to damage”
• “Package held due to courier issue”

…then a photo is not required.

In these cases, we ask that you:

1. Check the courier tracking page
2. Contact the courier to request clarification (required for investigations)
3. Forward any courier notes, screenshots, or replies to us at:
   info@donzellawines.co.uk

This helps us verify the incident and speeds up the claim handling with our courier partner.

Why courier contact is required

Couriers often require the recipient to confirm or report the issue before they will open an investigation.
Once you have contacted them and forwarded their response, we can escalate the matter on our side.

Our Response

After receiving your report (with either photos, or tracking evidence + courier reply), we will:

• Investigate the issue with the courier
• Confirm whether the parcel was damaged or lost
• Provide a replacement or refund, depending on the situation

We aim to resolve courier-related issues as quickly as possible, but please note that courier investigations require clear evidence and may take a short time to finalise.

9. Packaging for Returns (If Requested)

If Donzella Wines requests a return of a defective bottle, the item must be packaged in the same type of protective wrap that it was originally shipped in. This ensures the bottle is protected during transit and can be assessed properly when it arrives back with us.

Acceptable Packaging:

The bottle must be returned using:

• The protective bottle wrap we use for standard shipments (the rigid bottle sleeve the bottle slides into), or
• Equivalent protective packaging, such as sufficient bubble wrap, if the original wrap is no longer available

This packaging is proven to protect bottles during courier handling. Without it, bottles are at high risk of breaking in transit.

Tracking & Insurance:

• The return parcel must be sent using a tracked service so both parties can follow its progress.
• Insurance is not required. Most couriers do not insure liquid items, so we do not expect or require insurance on returned bottles.

Important:

We cannot accept responsibility or provide compensation for bottles that are damaged on their way back to us if they were not packaged securely or were returned without the required protective wrap.

Proper packaging ensures the bottle arrives intact so we can inspect, test, and confirm the defect.

10. Our Commitment

At Donzella Wines, we take immense pride in every bottle we source, ship, and deliver. Our mission is simple: to bring exceptional Italian wines from small family producers straight to your table in perfect condition.

If something ever goes wrong — a faulty bottle, a delivery issue, or anything that doesn’t meet expectations — our team is here to help. We believe in stellar customer service, clear communication, and treating every customer with the same care and respect we give to the wines we import.

We will always do our best to resolve any issue quickly, fairly, and transparently. Whether that means investigating a courier problem, replacing a bottle, or guiding you through our returns process, you’ll always be looked after by a team that genuinely cares.

Your trust means everything to us — and we work hard to earn it with every order.