Refund policy

Return & Refund Policy

Effective Date: October 31, 2026

At The Wine Concierge, we are committed to providing exceptional service, thoughtfully curated wines, and a first-class customer experience. If there is ever an issue with your order, we encourage you to contact us so we can make it right.

Because we sell alcoholic beverages, certain restrictions apply to returns and refunds. Please review the policy below before placing your order.

Satisfaction Guarantee

Your satisfaction matters to us.

If you are unhappy with your purchase for any reason, please contact our Concierge Team and allow us the opportunity to resolve your concern.

Email: hello@thewineconcierge.co
Phone: 202-763-6713

We evaluate each situation individually and may offer:

• A replacement shipment
• Store credit
• A refund
• An alternate resolution deemed appropriate by The Wine Concierge

As a condition of a replacement or refund, we may require the return of the product, photographs of the product, or other documentation supporting your claim.

Damaged Orders

If your wine or merchandise arrives damaged, please notify us within 30 days of delivery.

To help us process your claim quickly, please provide:

• Your order number
• Photos of the damaged product(s)
• Photos of the shipping box and packaging, if applicable

Once approved, we will arrange for a replacement shipment whenever possible.

If we are unable to replace the product within 10 business days, we will issue a full refund for the affected item(s).

Incorrect Orders

If you receive an item different from what you ordered, please contact us within 7 days of delivery.

We will review the order and, when appropriate, arrange for:

• Replacement of the incorrect item
• Return instructions
• Refund or store credit

Wine Vintage and Product Substitutions

Wine is an agricultural product, and availability may change due to vintage depletion, supplier allocations, import delays, or distributor inventory changes.

Unless a specific vintage requirement is communicated prior to fulfillment, The Wine Concierge reserves the right to substitute:

• A newer vintage of the same wine
• The same producer and varietal
• A comparable wine of equal or greater value

Any approved substitution will be selected to match the original wine's quality, style, and price point as closely as possible.

Substitutions made in accordance with our Vintage Availability and Automatic Fulfillment Policy are not considered defective, incorrect, or eligible for return solely due to vintage changes.

If a specific vintage is essential to your purchase, you must notify us before fulfillment by:

• Adding a note during checkout, or
• Contacting our Concierge Team before your order ships

Returns and Refund Eligibility

Due to state alcohol regulations and food safety considerations, we generally cannot accept returns of alcoholic beverages that have been:

• Delivered successfully
• Opened
• Consumed
• Stored improperly after delivery

Refunds and replacements may be considered for:

• Damaged shipments
• Incorrect products
• Products deemed defective
• Orders cancelled before shipment
• Other circumstances approved by The Wine Concierge

All refund determinations are made at our sole discretion and subject to applicable state laws.

Order Cancellations

Orders may be canceled prior to shipment.

Because many orders are processed quickly, we encourage customers to contact us immediately if a cancellation is requested.

Once an order has shipped, it generally cannot be canceled and will be subject to this Return & Refund Policy.

The Wine Concierge reserves the right to cancel any order for reasons including but not limited to:

• Product unavailability
• Inventory discrepancies
• Pricing errors
• Compliance or regulatory issues
• State shipping restrictions
• Suspected fraud

If The Wine Concierge cancels an order, a full refund will be issued.

Weather Holds

To protect wine quality, we may delay shipments during periods of extreme heat, cold, or severe weather.

When weather conditions pose a risk to your wine, we may:

• Hold your shipment temporarily
• Recommend delayed delivery
• Contact you to discuss available options

Weather-related shipment holds are not grounds for cancellation while an order is awaiting safe shipping conditions.

Failed Delivery Attempts and Returned Packages

Adult signature is required for all wine deliveries.

Customers are responsible for ensuring that:

• Someone 21 years of age or older is available to accept delivery
• Delivery information is accurate and complete
• Delivery can be completed without carrier restrictions

If an order is:

• Returned to us
• Refused by the recipient
• Undeliverable due to an incorrect address
• Re-shipped at the customer's request

A $20 restocking or reshipment fee may apply, in addition to any additional shipping charges.

Club Membership Shipments

Wine Club and Premier Club shipments are curated and prepared specifically for each member.

Members may:

• Skip shipments
• Suspend membership
• Cancel membership

Requests must be submitted at least 7 calendar days prior to the scheduled shipment date.

Once a club shipment has been processed or shipped, it may not be eligible for cancellation or refund.

To make changes to your membership:

Email: hello@thewineconcierge.co

Gifts, Gift Cards, and Promotional Items

Gift Items

Complimentary gifts, promotional products, and giveaway items are non-refundable and cannot be exchanged for cash.

Gift Cards

All Gift Card sales are final.

Gift Cards:

• Are non-refundable
• Cannot be redeemed for cash except where required by law
• Cannot be exchanged for another Gift Card
• Do not expire

Store Credits

When appropriate, The Wine Concierge may issue store credit in lieu of a refund.

Store credit may be offered for:

• Customer service accommodations
• Shipment issues
• Product concerns
• Promotional adjustments

Store credits have no cash value and may only be redeemed through The Wine Concierge.

State Shipping Restrictions

Wine shipments are subject to state and local regulations.

If your order exceeds permissible shipment quantities or otherwise violates state regulations, we may be required to cancel the order.

In such cases, you will receive a full refund for the affected purchase.

Contact Us

For questions regarding returns, refunds, damaged products, or shipment concerns, please contact:

The Wine Concierge
3521 V Street NE
Washington, DC 20018

Phone: 202-763-6713
Email: hello@thewineconcierge.co
Website: www.thewineconcierge.co