Refund policy

Refund Policy

Last updated: 2 June 2026

At Tillie J Wines, we want you to love every bottle. This policy sets out your rights and our obligations regarding returns, refunds, and replacements, in accordance with the Australian Consumer Law (ACL).

Your Rights Under Australian Consumer Law

Our wines come with guarantees that cannot be excluded under the ACL. If a product you receive is faulty, not as described, or unfit for its intended purpose, you may be entitled to a replacement, refund, or compensation. These rights apply in addition to any voluntary policy we offer.

Damaged, Faulty, or Incorrect Orders

Please inspect your order upon delivery. If any wine is damaged, faulty, or not what you ordered, please contact us within 48 hours of receipt at tillie@tilliejwines.com.au with:

• Your order number.

• A description of the issue.

• Photographs of the affected bottles and packaging.

We will assess your claim promptly and, where valid, offer a replacement, store credit, or refund in accordance with your entitlements under the ACL.

Wine Breakage Replacement

We understand that wine bottles can occasionally arrive damaged due to the nature of transit. Our breakage replacement policy applies as follows:

• If bottles arrive broken or cracked due to transit damage, we will replace the affected bottles at no additional cost, subject to valid photographic evidence being provided within 48 hours of delivery.

• Where a direct replacement is not possible (e.g., the wine is sold out), we will offer a product of equivalent value or a refund for the affected bottles.

• Breakage claims must include clear photographs of the damaged bottles, packaging, and any visible courier markings.

• We reserve the right to request the return of damaged bottles before processing a replacement or refund.

Please note: breakage claims will not be accepted where damage appears to have been caused after delivery, or where delivery was left unattended without prior arrangement.

Refund Processing

Once your return has been received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your financial institution to post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at tillie@tilliejwines.com.au.