Refund Policy

Our goods come with guarantees that cannot be excluded under Kenyan Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods replaced if they fail to be of acceptable quality.

Where a product is deemed faulty (including corked wine or a product that is otherwise off), our policy provides for a like-for-like exchange, or an equivalent replacement if the original product is unavailable.

Returns

Our return policy lasts 7 days from the date of purchase. If 7 days have expired, unfortunately the refund claim will be void.

If your purchase is damaged, incorrect, or breaches a consumer guarantee, we will be happy to offer either a replacement or exchange upon presentation of valid proof of purchase. Where applicable, we will also cover the cost of return delivery for the goods back to us.

For faulty products, items must be returned for verification. Refunds will only be considered where goods are returned in the same condition as dispatched, unopened, and in their original packaging.

To be eligible for a refund or exchange, all products must be packed in their original, unmarked packaging, including any accessories, labels, free gifts, or bonus items supplied with the product. If the goods are returned unopened, unused, and in their original condition, we may offer an exchange or a refund to the original payment method, excluding:

  • 3.5% bank transaction fees for card payments
  • Applicable M-Pesa transaction charges
  • Shipping charges

Please note that goods will not be accepted by TWB Cellar Limited (trading as The Wine Box) for 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.