Return and Refund Policy

At Craft Wine, we naturally want you to be 100% satisfied with your purchase. Is the order not quite what you expected? No problem. Below you can read exactly how our return policy works.

Cooling-off Period and Return Window You have the right to cancel your order up to 14 days after receipt without giving any reason. After this cancellation, you have another 14 days to actually return the product to us.

Conditions for Returns (Product Condition) Because we work with consumer goods (wine), specific requirements apply to the condition of the product due to hygiene and food safety:

  • Bottles can only be returned if they are unopened, undamaged, and in their original condition.
  • The seal (capsule or cork) must not be broken under any circumstances.
  • Opened, partially consumed, or damaged bottles are not eligible for a return or refund.

How to Register a Return? Follow these steps for a smooth and correct processing of your return:

  1. Register your return: Send an email to info@craftwine.nl within 14 days of receipt. Please include your name, order number, and the products you wish to return.
  2. Package the order securely: Place the unopened bottles preferably in the original shipping box or in another very sturdy box suitable for glassware. As the sender, you are responsible for secure packaging to prevent breakage during transport.
  3. Shipping: Send the package to our return address: Go Good Veemarkt 192 1019 DG Amsterdam The Netherlands

Return Shipping Costs The costs for returning your order (from your address to our webshop) are at your own expense. You can check the exact rates on the website of your carrier (such as PostNL or DHL). We highly recommend sending the package with a Track & Trace code and keeping the shipping receipt safe, as the risk of the return shipment lies with you as the customer until we have received the package.

Refund Once we have received your return shipment in good order, unopened, and undamaged at our warehouse, we will proceed with the refund:

  • We will refund the full order amount, including any initial shipping costs you paid when placing the order, as soon as possible.
  • This refund will be processed no later than 14 days after receiving your return.
  • We will refund you using the same payment method (e.g., via Mollie, iDEAL, or credit card) that you used to pay for the original order.

Breakage or Incorrectly Delivered Product? Although we pack our wines with the utmost care, unfortunately, something can occasionally go wrong during transport via PostNL or another carrier. Did you receive the wrong bottle or did a bottle arrive broken? We will, of course, resolve this for you free of charge. In that case, please contact us immediately (no later than 48 hours after receipt) via info@craftwine.nl and include a clear photo of the damage or the incorrect bottle. We will then immediately ensure that you receive a replacement free of charge or that your money is refunded.