RETURNS, REFUND & EXCHANGE POLICY
At Pierre Hourlier Wines we always aim to provide an excellent service. We want you to feel safe in the knowledge that shopping with us is simple.
If you are not 100% happy, we will use our best endeavours to put it right.
Returns & Replacements
If you wish to return or replace your purchased wine for whatever reason, please return the items in merchantable condition within a month of purchase. We may ask for proof of purchase.
If you have any difficulty in returning the items directly to us, please contact us on +44 (0)1332 341466. Returns may be subject to further charges. We will not be responsible for the cost of returning any items returned unless they are faulty.
Should you wish to cancel your order, please do so by urgently contacting us on +44 (0)1332 341466 and a full refund shall be provided. If your order is cancelled but already in transit please note that additional charges may apply.
Faulty Items / Concerns
Goods must be examined on receipt. Claims for faulty items, breakages or concerns must be reported within 48 hours of receipt of the purchase at the latest. Please retain the item and its contents and contact us directly on +44 (0)1332 341466. Depending on the nature of the concern, we reserve the right to ask you to email your concerns and we shall ensure we acknowledge your concern within 48 working hours of receipt of your email, and resolve the matter within 72 hours. Any delays to this shall be communicated.
If we require faulty products to be returned to us we will arrange this with you at your convenience.
Resolution of your concern, if it relates to a faulty item(s), will result in either a full refund or a replacement.
Our Policy does not affect your Statutory Rights.
We use our best endeavours to keep our website up to date, however due to our having a high turnover, there may be rare instances in which our website has enabled you to order an item that is either out of stock or of a different vintage. Should this occur, we shall contact you to arrange a suitable alternative or refund. In the event that we have not been able to contact you, we shall substitute the out of stock item for one of a similar or higher value at no extra cost to yourself.