Refund policy

6.2.1 Unclaimed or Uncollected Parcels In the event that a parcel is not collected by the Customer from the designated pick-up point or post office within the timeframe specified by the carrier, or is returned to VINOVAE due to lack of access or repeated absence, VINOVAE shall notify the Customer by email. In such circumstances:

  • If the Customer requests the re-dispatch of their order, this shall be subject to the prior payment of new delivery charges by the Customer.

  • If the Customer requests a refund of their order, or in the absence of a response from the Customer within seven (7) calendar days following the dispatch of said notification, the order shall be cancelled and the sale terminated as of right (résolution de plein droit). VINOVAE shall then proceed to refund the Products, subject to the deduction of a flat fee of €9.90 including VAT corresponding to the return shipping costs of the parcel and logistics processing expenses incurred by VINOVAE.

6.3 Delivery Times VINOVAE provides an estimated delivery time to the Customer upon conclusion of the Contract. This timeframe runs from the confirmation of the validation of the Contract, as defined in Article 5.4 of these General Terms and Conditions of Sale.

Article 7 – Transfer of Ownership / Transfer of Risk

By way of derogation from Article 1196, paragraph 1, of the French Civil Code, VINOVAE expressly retains ownership of the delivered Products until full payment of their price has been received. In the event of default by the Customer, VINOVAE reserves the right to repossess the Products. The transfer of risks, notably regarding loss, destruction, damage, or theft of the Products, passes to the Customer as soon as the Customer takes physical possession of the Products.

Article 8 – Right of Withdrawal

In accordance with the provisions of Article L. 221-18 of the French Consumer Code, the Customer, acting as a consumer, has a statutory cooling-off period of fourteen (14) calendar days from the date on which the Customer, or a third party other than the carrier and designated by the Customer, takes physical possession of the Products, allowing them to cancel all or part of the Contract and return the received Products at their own expense. A Customer wishing to exercise their right of withdrawal must notify VINOVAE of their decision within the aforementioned period using the dedicated form provided for this purpose at the following link: https://forms.gle/PwABp5VhLFumjjZ16, or by means of an unambiguous statement setting out their decision to withdraw. The return address is: VINOVAE, 24 avenue Joannès Masset, Bâtiment les Passerelles, 69009 Lyon, France. The Products must be returned by the Customer within a maximum period of fourteen (14) calendar days following the communication of their decision to withdraw. The direct costs of returning the Products shall be borne entirely and exclusively by the Customer, who remains free to arrange the return using the carrier and secure shipping method of their choice. The Customer is responsible for retaining proof of dispatch. The Products must be returned in their original packaging, properly protected, and unopened given the nature of tasting samples. They must be in perfect condition for resale. Any Product returned incomplete, damaged, washed, broken, deteriorated, or soiled—even partially—shall neither be refunded nor exchanged. Except in cases of lack of conformity or latent defects of the Product, return costs shall be borne by the Customer. In the event of a valid withdrawal, the Customer shall be reimbursed, promptly and no later than fourteen (14) days from the date on which VINOVAE is informed of the Customer's decision to withdraw, for all sums paid (including initial standard delivery costs, excluding any supplementary costs if the Customer expressly selected a type of delivery more expensive than the standard delivery method offered). However, VINOVAE may withhold the reimbursement until the Products have been recovered or until the Customer has supplied proof of having sent back the Products, whichever is the earliest.