Refund policy
Refund and Return Policy
TIME2DRINK wants customers to receive the correct products in acceptable condition. This policy explains when returns, replacements, or refunds may be available.
Nothing in this policy is intended to limit rights that customers may have under applicable law.
Change of Mind
Once an order becomes a Confirmed Order, TIME2DRINK does not accept cancellation, return, exchange, or refund solely because the customer:
- changes their mind;
- ordered the wrong item;
- ordered the wrong quantity;
- no longer wants the product; or
- found the product cheaper elsewhere.
A Confirmed Order may immediately trigger product preparation, supplier commitments, inventory allocation, or other costs.
Before preparation or processing begins, TIME2DRINK may, at its discretion, allow an amendment on a case-by-case basis. Any amendment must be confirmed by Admin.
Confirmed Orders
A website order is considered confirmed once payment has been successfully verified and an order has been created in the system.
For orders assisted through LINE OA or Admin, the order is considered confirmed once the final product list has been agreed and payment has been verified.
Unpaid or unsuccessful payments do not reserve stock.
Out-of-Stock Items
Website inventory may change and stock is checked again before dispatch.
If an item becomes unavailable after the order is confirmed, TIME2DRINK will contact the customer before dispatch and may offer:
- a similar replacement product;
- removal of the unavailable item with a refund for that item; or
- where the unavailable item was the main reason for the order and the customer does not want the remaining products, cancellation and refund of the entire order before dispatch.
TIME2DRINK will not substitute a product without customer confirmation.
If the entire order is cancelled before dispatch because of an issue caused by TIME2DRINK, any shipping fee paid for that order will also be refunded.
If only part of an order is refunded and the remaining products are delivered, the original shipping fee is normally not refundable.
Damaged, Leaking, Broken, Incorrect, Missing, or Defective Items
Customers should contact TIME2DRINK within 48 hours after successful delivery or handover if the order contains:
- broken products;
- leakage;
- incorrect products;
- missing quantities;
- expired products;
- significant condition issues;
- damaged gift or presentation packaging where that packaging forms part of the purchased product; or
- another eligible product or delivery problem.
Customers should provide the order number and reasonable supporting evidence.
A continuous opening video recorded from the unopened parcel through all contents is strongly recommended.
For claims involving missing quantities, an opening video is required.
The absence of an opening video may affect TIME2DRINK’s ability to verify the claim and may result in the claim being declined.
Claims submitted after 48 hours may still be reviewed depending on the circumstances and available evidence.
Wrong Item
If the incorrect product is delivered and remains unopened, TIME2DRINK may arrange an exchange for the correct product at our expense.
If the incorrect product has already been opened and cannot reasonably be returned:
- where the delivered item has a lower value, TIME2DRINK may refund the price difference;
- where the delivered item has a higher value, TIME2DRINK will not charge the customer the additional difference.
Missing Quantity
For missing-quantity claims, a continuous parcel-opening video is required.
If TIME2DRINK confirms that the shipment was short, the missing item will be resent without additional delivery cost or another agreed resolution will be provided.
Extra Item
If a customer receives an additional item not included in their order, please notify TIME2DRINK and keep the item unopened.
Where return is required, TIME2DRINK will arrange collection at our cost.
Product Condition and Packaging
Minor marks or cosmetic variations that do not materially affect the product may not qualify for a return or refund.
Product images are for illustration. Packaging, labels, or boxes may change by production lot or manufacturer without changing the product type or volume.
Where a packaging difference is significant, TIME2DRINK may contact the customer before dispatch.
For wine where a specific vintage is clearly stated on the product page, TIME2DRINK will provide that stated vintage unless a change has been communicated and accepted by the customer.
Shelf Life
Expired products will not be knowingly dispatched.
Where a product has 30 days or less remaining before expiry, TIME2DRINK may notify the customer and seek confirmation before dispatch.
Once the customer has accepted a clearly disclosed short shelf life, the product cannot later be returned solely because of that previously disclosed shelf-life condition.
Temperature
All products are normally stored and delivered at ambient temperature.
TIME2DRINK currently does not provide chilled, temperature-controlled, or Cold Chain delivery.
A product being warm or not chilled upon delivery does not by itself constitute damage or defect.
Wine, Beer, and Product Quality Claims
Quality claims relating to an opened wine or beer must involve a genuine abnormal condition or defect and not merely a subjective dislike of taste.
Customers should notify TIME2DRINK within 48 hours and retain the product, packaging, and approximately 80% of the remaining contents where reasonably possible for assessment.
Approved claims will be handled on a case-by-case basis.
Approved Claim Resolution
For an approved claim, TIME2DRINK may provide:
- replacement with the same product;
- if unavailable, a similar product agreed with the customer; or
- a refund for the affected item.
Where a particular production lot is suspected of having a quality problem, TIME2DRINK may avoid replacing it with another product from the same lot.
For approved claims, TIME2DRINK will bear reasonable return and replacement delivery costs.
Refund Method
Refunds will normally be made to the original payment method where technically possible.
Where appropriate, refunds may be made by bank transfer.
Cash refunds are not provided.
For orders paid using a combination of payment methods, refunds may be allocated according to the original payment structure and the technical capabilities of the payment system.
Store Credit, Gift Cards, or promotional credits that were used as payment may be restored as credit rather than refunded as cash.
Refund Processing Time
Once a refund has been approved and processed by TIME2DRINK, customers should normally allow approximately 7–14 business days for the funds to appear, depending on the bank, card issuer, payment provider, or payment method.
