Refunds and Returns Policy
Last updated July 28, 2026
We sell wine, Champagne and spirits. Once a bottle leaves our temperature-controlled care we can no longer guarantee how it has been stored — and a bottle whose storage we cannot vouch for is not one we can resell. For that reason all sales are final and we do not accept returns or exchanges for change of mind, except where the law says otherwise (see "Your statutory rights" below).
What we will always do is stand behind the condition of what we sell. If something is wrong with your order, tell us and we will put it right.
Damaged in transit, missing or incorrect items
Please inspect your order on delivery. If bottles arrive broken or damaged, if anything is missing, or if you received the wrong item, contact us at info@onshorecellars.com within 48 hours of delivery with your order number and photos of the bottles and packaging. We will replace the affected bottles or refund them in full — including delivery costs where the whole order is affected. Our fault, our cost: we will never ask you to pay to fix our mistake.
Corked or faulty wine
Cork taint and other wine faults are a fact of life with natural cork — a small percentage of all wine is affected, and it says nothing about how the wine was made or stored. If you open a bottle bought from us and believe it is corked or otherwise faulty, contact us within 30 days of delivery. Keep the bottle with its remaining contents and the cork. We will arrange collection or ask for photos, and once confirmed we will replace the bottle (same wine and vintage where available, or the nearest equivalent) or credit or refund it — your choice.
Please note that not enjoying a wine is not a fault — bottle variation, personal taste and "drinking windows" are part of wine. If you are unsure what to order, ask us first: honest advice is the heart of what we do.
Cancellations
You may cancel an order free of charge at any time before it has been dispatched or loaded for delivery — email info@onshorecellars.com or call +33 4 65 84 99 51 and we will refund you in full to your original payment method.
Your statutory rights
Nothing in this policy limits the rights you have under French and EU consumer law, including the legal guarantee of conformity and the guarantee against hidden defects.
If you are an EU consumer buying online, you may have a statutory right of withdrawal of 14 days from delivery for standard (non-excepted) goods. Where that right applies, the wine must be returned unopened, with capsules, labels and any original packaging intact, and stored appropriately in the meantime; you bear the direct cost of returning the goods to us at 2040 Chemin de Saint Bernard, Porte 12, 06220 Vallauris, France, and are responsible for them until they reach us. We will refund you within 14 days of receiving the goods back (we may reduce the refund for diminished value caused by handling or poor storage). The right of withdrawal does not apply, among other cases, to wines supplied under a contract where the price depends on market fluctuations (for example en primeur purchases), to goods made to your specification or personalised, and to orders placed in the course of a business (including yacht provisioning and other trade accounts).
Tax-free and provisioned orders
Goods supplied under customs seal or tax-free provisioning procedures cannot be returned once the customs process has begun, as re-importation is not permitted. See our tax-free orders page for details.
How refunds are paid
Approved refunds are made to the original payment method within 14 days. Bank processing times vary; if a refund has not appeared after 10 working days, contact us and we will chase it.
Contact
Onshore Cellars — 2040 Chemin de Saint Bernard, Porte 12, 06220 Vallauris, France
info@onshorecellars.com · +33 4 65 84 99 51