At Pure Vine Wine Store, we are committed to your complete satisfaction. We take great care in selecting and packaging our fine spirits to ensure they arrive in perfect condition. However, we understand that sometimes a product may not meet your expectations. This policy outlines the process for returns and exchanges, designed to be as smooth and transparent as our finest vodka.

Our Returns & Exchanges Promise

We gladly accept returns and exchanges for most items within 15 days of you receiving your delivery. To be eligible, the item must be unused, in its original, unopened packaging, and in the same condition that you received it.

Please Note: Due to the nature of our products and for health and safety reasons, we cannot accept returns or exchanges on any bottled spirits that have been opened. This includes all products listed in our menu: Bourbon, Brandy, Cognac, Gin, Liqueur, Rum, Tequila, and Vodka. Returns are only accepted if the product is faulty, damaged, or we have made an error in dispatching your order.

The Returns & Exchanges Process

Follow these simple steps to initiate a return or exchange:

  1. Contact Us: Within 15 days of receipt, please email our customer service team at [email protected]. Use the template provided below to ensure we have all the necessary information to assist you promptly.
  2. Wait for Instructions: Our team will review your request and email you within 2 business days with further instructions and a Returns Authorisation number. Please do not ship any items back to us without this number.
  3. Package and Ship: Securely package the item(s) using the original packaging if possible. Include a copy of your original packing slip or order confirmation. Ship the package to the address we provide. Please note that return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item sent).
  4. Processing: Once we receive and inspect the returned item, we will notify you via email about the status of your refund or exchange.

Refund Timelines and Methods

Your satisfaction is our priority. We aim to process refunds quickly and conveniently.

  • Timeline: Refunds will be processed within 5-7 business days after we receive and approve the return.
  • Method: Your refund will be issued to the original payment method used during purchase. This includes payments made via Visa, MasterCard, JCB, and PayPal. Please allow additional time for the refund to appear in your account, depending on your bank or payment provider’s processing times.

Please note that original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.

Damaged or Incorrect Items

If your order arrives damaged or if you receive an incorrect item, please contact us immediately at [email protected]. We will apologise for the error and arrange for a free return shipment and a full refund or replacement at no extra cost to you.

Return Request Email Template

To help you get started, please copy and paste the template below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:

Dear Pure Vine Wine Store Customer Service Team,

I would like to request a return/exchange for my recent order.

  • Order Number: [Please insert your order number]
  • Full Name: [Your Full Name]
  • Product Name(s): [e.g., Bottle of Brandy X, Bottle of Gin Y]
  • Reason for Return/Exchange: [Please specify the reason here]

I have read and understood the Returns & Exchanges Policy on your website.

Thank you for your assistance.

Kind regards,

[Your Name]

Contact Us

If you have any questions about our returns process, please do not hesitate to reach out. Our dedicated team is here to help.

Pure Vine Wine Store
Email: [email protected]
Address: 44 Ledbury Rd, London, GB EC4W 4QL