Return Policy

Last updated: November 11, 2026

This page describes when and how an order can be cancelled, products returned and payment refunded.

1. Cancelling an order before the courier arrives

Until the courier collects the order from the winery, you can cancel it free of charge. Contact us using one of the methods listed on the Contact page and provide the order number (it is shown in "My orders" in the app).

At this stage, the amount is only blocked on your card and has not yet been charged, so on cancellation the block is released in full.

2. Damaged, incorrect or incomplete products

If you received a damaged bottle, a different wine or fewer items than ordered:

1. notify us within 48 hours of receipt;
2. provide the order number and send us a photo of the bottle/packaging;
3. keep the product until its return and inspection have been completed.

Once the issue is confirmed, at your choice, we will send you the correct product or refund the price of the wine concerned and the delivery fee. In such cases, we cover the cost of the return.

3. Returning unopened products

In accordance with the Law of Georgia on Consumer Rights Protection, products purchased at a distance may be returned within 14 calendar days of receipt, provided that:

• the bottle is unopened, and the cork and label are intact;
• the product has been stored under proper conditions (protected from direct sunlight and heat).

In this case, the cost of return shipping is paid by the buyer. Opened bottles cannot be returned, except in the case of a quality defect (e.g., "cork taint"), which is considered on a case-by-case basis.

4. When delivery fails for reasons attributable to the buyer

If the courier was unable to deliver the order because the recipient was not at the address, could not be reached by phone, is under 18 or could not present an identity document, the wine is returned to the winery. The price of the wine is refunded, while the delivery fee (including the fee for the return trip) is not reimbursed.

5. Refund procedure

• Refunds are made to the same card used for payment, through TBC Bank.
• We initiate the refund no later than 14 days after confirmation (or after receiving the returned product).
• Depending on the bank, it usually takes 1–10 business days for the amount to appear on the card.
• Releasing a block on a blocked (not yet charged) amount may take several business days, depending on the bank.

6. How to request a refund

Email us at contact@vintale.ge or call us at +995 599 07 61 05. Provide the order number and the reason for the return and, where necessary, attach a photo. We respond to requests within 2 business days.