Delivery
We deliver within South Africa only, by courier, to physical addresses (not PO boxes). Delivery is R207 including VAT per order, however many cases you order. Orders are usually delivered within [3 to 7] working days of dispatch. These are estimates and we cannot guarantee them.
Wine can only be handed over to an adult aged 18 or older, and the courier may ask for ID. If nobody is available to receive your order, the courier may hold it or return it to us, and any further delivery is for your account.
Damaged or incorrect orders
Please check your order when it arrives. If anything is broken, damaged or not what you ordered, email callan@thegarajeest.co.za as soon as possible, and within [7] days of delivery, with your order number and a photo. We will replace the item or refund you.
Cork taint
Wine is a natural product, and cork is a natural closure. Cork can hold compounds such as 2,4,6-Trichloroanisole (TCA) or 2,4,6-Tribromoanisole (TBA) that spoil the wine. We test our corks individually, but a cork-tainted bottle can very rarely still occur. We do replace cork-tainted wines:
- Notify us as soon as you notice the problem, ideally within 24 hours of opening the bottle, and we will arrange for it to be collected.
- Please keep the original cork, and return it inside the bottle with the wet side of the cork facing into the bottle.
- We will replace the bottle immediately.
- The laboratory analysis of the wine and the cork can take up to a month.
- If the analysis finds no off flavours or contamination, we will send you the lab report and the replacement bottle will be for your account.
- Only wines bought directly from us are replaced. We cannot take part in the secondary market.
Oxidation and leaking bottles
Once a wine has left our cellar, we cannot know or control how it has been stored, and storage conditions and temperature have a significant bearing on how it keeps. For that reason we do not replace oxidised or leaking bottles. In all our years of bottling and storing our wines, we have never had a leaking bottle at the winery. Leaking corks result from wines being exposed to variable or high temperatures. We use a combination of natural and technical cork closures.
Other wine returns
We cannot accept returns of wine for change of mind or personal taste.
Fragrance
Unopened and unused fragrance in its original packaging can be returned within 7 days of delivery. The cost of returning it is for your account.
Refunds
Approved refunds are paid to the original payment method within +-15 working days.
Your legal rights
Nothing in this policy limits your rights under the Consumer Protection Act.
Contact
callan@thegarajeest.co.za