Refund policy

Liquid Vibe — Returns, Replacements & Refunds

We’re a small, quality-focused wine business and we handle returns on a case-by-case basis. Because wine is fragile and heat-sensitive, bottles may be at risk of damage in transit and can be further compromised if shipped back during hot weather. Please contact us first so we can help.

How to request help

Email sales@liquidvibe.com.au within 48 hours of delivery with:

  • Order number

  • Your full name and best contact details

  • A brief description of the issue

  • Clear photos of the product and any damage (include the shipping carton and labels)

Please do not send anything back until we confirm next steps. Items sent without prior authorisation won’t be accepted.

Damages & issues (on arrival)

Please inspect your order on delivery. If an item is defective, leaking, broken, the wrong item, or spoiled/corked, email us immediately with the details and photos listed above. We’ll evaluate and make it right—usually by a replacement, credit, or refund.

Change-of-mind

We generally don’t accept change-of-mind returns for wine, especially during warmer periods due to heat risk on return transit. That said, email us and we’ll happily discuss your situation and see what’s possible.

Items we can’t accept

  • Perishables and custom/special-order products

  • Opened bottles (except where the product is faulty)

  • Gift cards

  • Sale/clearance items (unless faulty under Australian Consumer Law)

Exchanges

If we approve a return/exchange, we’ll advise packing, carrier and timing. In many cases, the fastest solution is a replacement shipment once we’ve assessed the issue.

Shipping & heat policy

Wine is sensitive to temperature. To protect quality, we may delay dispatch during extreme heat or use heat-mitigation options. Return shipments during heat waves may be refused or delayed for product safety. We’ll advise the safest option when you contact us.

Refunds

Once any authorised return is received and inspected, we’ll confirm approval. If approved, refunds are processed to your original payment method within 10 business days. Your bank/issuer may take additional time to post the funds.
If it’s been more than 15 business days since our approval, please email sales@liquidvibe.com.au.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). You’re entitled to a remedy for goods that are faulty, not of acceptable quality, damaged in transit, or not as described. Depending on the issue, remedies may include repair, replacement, or refund.

Contact

Questions? We’re here to help.
Email: sales@liquidvibe.com.au