Returns & Refunds
We Want You to Enjoy Every Bottle
At Cael's Gate, we take great care in producing, storing and packing our wines. If something isn't right with your order, we want to hear from you and will work to resolve the issue promptly.
1Damaged or Incorrect Orders
If your order arrives damaged, incomplete or incorrect, please contact us within seven days of receiving your delivery.
- •Your order number
- •A description of the issue
- •Photographs of any damaged items or packaging where possible
Once reviewed, we will arrange an appropriate replacement, credit or refund.
2Faulty Wine
Wine is a natural product and, on rare occasions, a bottle may be affected by a fault.
If you believe a wine is faulty, please contact us with details of the issue. We may request the bottle be returned for assessment before offering a replacement, credit or refund.
3Change of Mind
We do not offer refunds or exchanges for change-of-mind purchases.
Please choose carefully before completing your order.
4Delivery Issues
If your order has not arrived within the expected delivery timeframe, please contact us and we will investigate the shipment with our delivery partner.
5Refund Processing
Where a refund is approved, it will be processed back to the original payment method used for the purchase.
Please allow up to 10 business days for the refund to appear, depending on your financial institution.
6Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
7Contact Form
For assistance with any order, please contact us by providing your Order number, Issue Type and uploading photos.
Returns Policy
Returns Assistance
For assistance with any order, please contact us.