Refund policy

Returns & Refunds Policy

At Cellar Four, we want you to enjoy every delivery. If something isn’t right, please get in touch with us at hello@cellarfour.co.uk and we’ll do our best to resolve it quickly.

Please inspect your order as soon as it arrives. If a wine is faulty, damaged in transit, or you’ve received the wrong item, contact us within 7 days of delivery with your order number and a brief description of the issue. Where possible, photos are helpful. If a wine is deemed faulty, we will arrange a replacement at no cost, including delivery. If a replacement isn’t available or preferred, we’ll offer a refund or account credit. In some cases, we may ask you to retain the bottle for inspection before a replacement or refund is issued.

Under UK consumer law, you have the right to cancel an order within 14 days of receiving your goods. To be eligible for a change-of-mind return, items must be unopened, unused, and in their original condition with all packaging intact. Once approved, a refund will be issued including the original delivery charge. We’re unable to offer refunds for items that have been opened, consumed, or damaged after delivery.

For subscription orders, once a delivery has been processed or dispatched, it cannot be cancelled for that billing cycle. You can pause, skip, or cancel future subscription deliveries at any time via your account, provided changes are made before the stated billing cut-off date.

Due to the nature of alcohol and perishable goods, we cannot accept returns on opened or consumed wines, gift cards, sale or promotional items, or personalised or bespoke orders.

We don’t offer direct exchanges. If a return is approved, the quickest way to receive a different product is to place a new order once the return has been processed.

Once a return or fault has been approved and, where required, inspected, refunds will be issued to the original payment method. Please allow up to 5–10 working days for your bank or card provider to process the refund.

If your delivery is delayed, lost, or returned to sender, please contact us as soon as possible so we can investigate with our delivery partners.

If you have any questions about returns, refunds, or subscriptions, you can always reach us at hello@cellarfour.co.uk