Refunds Policy
Wine Goods
The provenance of a wine is a combination of its purchase and storage history.
When you buy any wine at auction you are taking a risk that the wine has been carefully handled by the original
owner(s). If the wine has been exposed to excess temperature variation, then there is a chance that the wine
may have been damaged, become oxidised or lifeless.
Our aim is to minimize your risk by providing you with essential knowledge and as much information as possible
about a particular wine.
Empire Auctions takes all steps possible to check the provenance of all wines listed for sale on our site. Where
possible, this includes the checking of storage records from professional wine storage facilities. This process
however relies upon Empire Auctions being provided with true and accurate information, and where supporting
documentation is not available, a combination of the wines full condition check and the owners statement as to
the wines provenance is used to assess the wines condition.
WARNING
The best handling and storage in the world cannot prevent faults from entering a wine at bottling time and it is
possible that the wine you purchase at auction (or from the winery or a retailer for that matter) contains cork
taint, mercaptan, random oxidation or something unpleasant that may affect your enjoyment of the wine.
Whilst we make every effort to discover the provenance of a wine, Empire Auctions cannot and will not
guarantee the wine in the bottle you purchase.
Empire Auctions Wine Refunds Policy
There are 5 categories under which any claims for refund may fall. These scenarios and the remedies listed are
valid for a period of 28 days from purchase date. Any claims made after 28 days from purchase date are subject
to the discretion of Empire Auctions. Each scenario is handled differently, and described in detail as follows:
Scenario 1: Shortfall in quantity of stock made available by vendor to fulfill wine lot won at auction
Resolution 1: Should Empire Auctions encounter such a scenario, where an order can only be fulfilled
in part, the winning customer is entitled to:
- A refund in full or
- A refund in part for the component that cannot be supplied
Empire Auctions will endeavor to inform the customer within 24 hours of us being made aware of the issue by our
supplier/s.
Scenario 2: I have received my wine items, but upon opening, there is internal damage / breakage of wine,
or I am informed by Empire Auctions / carriers for Empire Auctions that my wine delivery has been damaged in
transit.
Resolution 2: Should Empire Auctions encounter such a scenario, where an order has been delivered
damaged, or been damaged in transit, the winning customer is entitled to:
- A refund in full or
- A refund in part for the components that have been broken
Empire Auctions will endeavor to inform the customer within 24 hours of us being made aware of the issue by our
transport companies. The issue of a refund is pending receipt by Empire Auctions of digital images of the wine
breakage together with the consignment number and a photograph of the consignment number.
Scenario 3: I have not received my wine within 7 business days of purchase, and upon lodging and enquiry
with Empire Auctions, and following their investigation I am informed that the case of wine has been lost by the
carriers.
Resolution 3: Should Empire Auctions encounter such a scenario, where an order has been lost in transit,
the winning customer is entitled to:
- A refund in full or
- A replacement to be sent out (Where possible only)
Empire Auctions will endeavor to inform the customer within 24 hours of us being made aware of the issue by our
transport companies. The issue of a refund is pending receipt of acknowledgement of loss by Empire Auctions
transport companies to Empire Auctions.
Scenario 4: The wine I have received differs from the description that was listed on the Empire Auctions
website, and from the wine product that I won at Auction.
Resolution 4: Should Empire Auctions encounter such a scenario, where an order has been incorrectly
described, the winning customer is entitled to:
- A refund in full or
- A credit to be placed on the customers account for future use. This is to be discussed and agreed to by the
customer and Empire Auctions.
Scenario 5: I have opened one of the bottles won at Auction, and the wine is tainted leaking / faulty /
undrinkable.
Resolution 5: Should Empire Auctions encounter such a scenario, where an order has been received in an
unfit condition for consumption, or upon opening displays cork taint or oxidative characters, the winning customer
is entitled to:
- A refund in full or
- A replacement to be sent out (Where possible only)
- An alternative item of equal or greater value
- A credit to be placed on the customers account for future use. This is to be discussed and agreed to by the
customer and Empire Auctions.
The issue of a refund/replacement/credit is pending receipt by Empire Auctions of digital images of the wine
(including damage is leaking etc) together with the damaged bottle.
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