Refund Policy
Our Goods come with guarantees that cannot be excluded under the Kenyan Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Goods refunded or replaced if the Goods fail to be of acceptable quality.
Returns
Our return policy lasts 3 days. If 3 days have expired since your purchase, unfortunately the refund claim will be void.
If your purchase is damaged, incorrect or breaches a consumer guarantee, we will be happy to provide you with either a refund or exchange upon presentation of your proof of purchase. We will also cover the cost of the delivery fee for the return of the Goods back to us.
To be eligible for a refund or exchange, all products must be packed in the original, unmarked packaging including any accessories, labels, free gifts and bonus item that was shipped with the product. If the Goods are returned unopened in the original box with no obvious signs of use, we will exchange it or offer you a refund based on your original method of payment excluding 3.5% bank transaction costs for card payments or applicable M-Pesa transaction charges and shipping charges.
Please note that goods will not be accepted by TWB Cellar Limited (trading as The Wine Box) for a refund or exchange due to a change of mind.
Gifts
If the Goods were marked as a gift when purchased and shipped directly to you, you'll be credited the gift value of your return once the Goods are inspected less the transaction costs.
Gift cards refund will be issued to the customer who purchased, and they will be informed of your return.
Refunds (if applicable)
Once the returned Goods have been received and inspected, you will be notified by email or phone if your refund has been approved or rejected.
If your request is approved, your refund will be processed within 2 working days via mobile money or bank transfer depending on the original payment method. If you have paid for the standard delivery of the goods, the cost of standard delivery will also be refunded.