Refunds & Returns Policy – The Wine Distribution Company (TWDC)
TWDC values the quality of our products and the satisfaction of our customers. We will accept returns and process refunds within seven (7) days from the date of purchase only under the circumstances listed below.
1. Cork Damage or Leakage
We will accept returns if:
• The cork shows visible signs of damage or leakage.
• There is mold present within the foil on the cork.
Procedure:
• The customer must take a clear photograph showing both the bottle and the specific damage.
• Photos should be sent to our Customer Service email at hello@twdc.com.sg review.
• Upon verification, a refund will be processed.
2. Corked Wine (Off Smell Upon Opening)
If a wine is suspected to be corked or has an off smell upon opening:
• The customer must bring the opened bottle to the TWDC office.
• A qualified TWDC professional will assess the condition of the wine in the customer’s presence.
• If confirmed as faulty, a refund will be issued.
3. Incorrect Wine Delivered
If the wine delivered is not the wine ordered:
• The customer must notify TWDC immediately upon receipt.
• TWDC will arrange to exchange the bottle for the correct wine within 1–3 working days, or
• The customer may visit our warehouse for immediate exchange.
4. Disclaimer on Wine Characteristics
The Wine Distribution Company is the supplier of a wide range of wines. Certain wines, particularly those produced in a low-intervention or natural style, may naturally exhibit a cloudy appearance and/or contain sediment.
• These characteristics are a normal result of the winemaking process and are not considered faults.
• Refunds or returns will not be accepted for wines displaying these features unless another fault, as outlined in this policy, is present.
Important Notes:
• Refunds will only be issued for eligible claims as outlined above. For returns that do not meet our eligibility criteria, we will unfortunately have to reject the request.
• Wine returned for quality assessment must be at least two-thirds full in its original bottle.
• This policy does not cover dissatisfaction with taste that is not due to a fault in the wine.
• Refunds will be processed via the same payment method used for the original purchase unless otherwise agreed.
Reimbursement & processing time
Refund processing generally takes 7-10 working days, depending on your payment method and request date. Processing times may vary based on approval.
