Refund and Returns Policy

If you need to return an item, please contact us on carowine@mweb.co.za with your order number and details about the product you would like to return. We will respond quickly with instructions on how to return items from your order, provided the following criteria are respected:

• Shortages or breakages will be refunded provided they are reported within 2 working days of delivery.
• Unopened items will be refunded in full as long as they are returned within a working week of delivery.
• Faulty items will either be refunded or replaced at our discretion; if possible return them within 24 hours of opening for assessment.
• Please note that we are not in a position to exchange or refund any wines that are not to your personal preference or taste. Kindly contact us, for guided recommendations prior to ordering to avoid disappointment.
• Order cancellation after being packed or dispatched will incur a 10% handling fee as well as a restocking fee based on its total value.
• The cost of returning items delivered in good condition will be for the account of the customer.
• We have no way of doing a refund on the website as it is a one way server to keep your details secure. It has no record of your details, only that payment was made. All of our payment gateways are one way (Snapscan, VeriCard, EFT) so that your details are secure. The only way we can do a refund is by manual EFT (with a proof of account), or a manual credit card refund (with signed refund form). Your credit card form is shredded as soon as the transaction is completed.