RETURNS AND REFUNDS POLICY

We take great pride in every bottle that leaves the cellar. If you are not entirely satisfied with your purchase, we’re here to help.

RETURNS

Damaged or broken bottles

If any bottles arrive broken or damaged in transit, please contact us within 48 hours of delivery at orders@dewaldtheyns.co.za. Include your order/invoice number and photographs of the damaged goods and packaging. We will arrange a replacement or full refund at no additional cost to you.

Incorrect wines delivered

If you receive wines that do not match your order, please notify us within 48 hours of delivery. We will arrange collection of the incorrect items and dispatch the correct order as soon as possible – at our expense. A full refund is available should you prefer not to wait for a replacement.

Quality concerns

Our wines are produced, stored and dispatched under careful quality controls. However, if you believe a wine is corked, oxidised or otherwise faulty, please contact us within 30 days of delivery. We may request the bottle (or a portion of it) be returned for assessment. Confirmed quality faults will be refunded or replaced in full.

If you’ve changed your mind

We are unable to accept returns on wine that has been correctly delivered and is in good condition, as we are not permitted to resell returned alcohol under South African liquor legislation. We encourage customers to reach out before purchasing if they have questions about any of our wines – we are always happy to help.

REFUNDS

Approved refunds are processed within 5–7 business days and returned via the original payment method. Please note that your bank or payment provider may take additional time to reflect the amount.

SHIPPING

Where a return is required due to our error (incorrect or damaged goods), all collection and redelivery costs are covered by Dewaldt Heyns Family Wines.

In all other cases, the customer is responsible for return shipping costs. If you receive a refund, the cost of return shipping will be deducted from your refund.

CONTACT US

For any queries relating to your order, please get in touch:

Email: orders@dewaldtheyns.co.za

Phone: +27 (0)76 1339583

Hours: Monday–Friday, 08:30–17:00

This policy is governed by the Consumer Protection Act 68 of 2008 and applicable South African law.