Refunds and Returns Policy
We want you to be happy with your Luddite Wines purchase. Please inspect your order as soon as it is delivered and contact us promptly if there is a problem.
Incorrect, Damaged or Defective Products
Please notify us within 48 hours of delivery if:
- You received an incorrect product;
- A bottle was broken or damaged during delivery;
- Your order is incomplete; or
- A product appears to be defective.
Please include your order number, a description of the problem and clear photographs of the product and its packaging to info@luddite.co.za.
Once the issue has been assessed and approved, we may offer a replacement, refund or another appropriate remedy in accordance with applicable South African consumer law.
Please do not discard any damaged products or packaging until we have completed our assessment, as these may be required by the courier or insurance provider.
Change-of-Mind Returns
Returns requested because you have changed your mind may be considered at our discretion and subject to applicable consumer law.
To qualify for consideration, products must be:
- Unopened, unused and undamaged;
- In their original packaging;
- In a resalable condition; and
- Returned with proof of purchase.
Products that have been opened, partially consumed, improperly stored or damaged after delivery cannot be returned.
Return and Delivery Costs
Unless otherwise required by law, all courier, shipping, collection and return costs are the responsibility of the customer.
Original delivery charges are non-refundable. Luddite Wines will not be held responsible for shipping expenses incurred when returning a product, including courier charges, insurance, packaging or other related costs.
Customers remain responsible for returned products until they have been safely received by Luddite Wines. We recommend using a reputable, trackable and adequately insured courier service.
Where a return results from a confirmed incorrect, damaged or defective product supplied by Luddite Wines, the matter will be handled in accordance with applicable consumer legislation.
Refunds
Approved refunds will be processed using the original payment method wherever possible.
Refunds will apply only to the approved value of the returned products. Original delivery charges and customer-incurred return costs will not be refunded unless required by law.
Processing times may vary depending on your bank or payment provider.
Non-Returnable Products
We cannot accept returns for:
- Products that have been opened or consumed;
- Products damaged through improper handling or storage;
- Products returned without prior approval;
- Personalised or specially ordered products; or
- Products that cannot be resold for health, hygiene or safety reasons.
Order Cancellations
Orders may only be cancelled before they have been processed or dispatched.
Once an order has been dispatched, it will be treated as a return. Any shipping, collection or return costs will be payable by the customer unless otherwise required by law.
How to Request a Return
To request a return, please contact us with:
- Your full name;
- Your order number;
- The reason for the return;
- Photographs where applicable; and
- Your preferred resolution.
Products must not be returned without prior written approval and return instructions from Luddite Wines.
Consumer Rights
Nothing in this policy is intended to exclude, restrict or replace any rights or remedies available to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable South African legislation.