Returns & Refunds
Last updated: June 2026
Because we sell alcohol, our ability to accept returns is limited by law and by the perishable, regulated nature of the product. This policy explains when we can help with a return or refund and how to make a claim.
Alcohol Sales
As a licensed seller of wine, we generally cannot accept returns of alcohol once it has been delivered, except where the product is damaged or faulty as described below. We are unable to accept returns simply because you have changed your mind, and we cannot resell or restock opened bottles.
When We Accept Returns or Refunds
We will work with you to resolve an order if:
- A bottle arrives broken or damaged in transit;
- You receive the wrong product or an incorrect quantity;
- The wine is clearly faulty or defective. Please note that natural variation between vintages and bottles is a normal characteristic of wine and is not considered a fault.
How to Make a Claim
To start a claim, email us at hello@soren.wine with your order number and a brief description of the issue. For damaged or incorrect items, please include clear photos of the product and packaging where possible, as this helps us resolve your claim quickly.
Timeframe
Please contact us within 14 days of receiving your order so we can investigate while the details are fresh. Claims made outside this window may be more difficult to resolve, though we will always try to help where we reasonably can.
Refund Method
Where a refund is approved, it will be issued to your original payment method through Stripe, our payment processor. Refunds are typically processed within a few business days of approval, though the time it takes to appear on your statement depends on your bank or card issuer.
Contact Us
For any questions about returns or refunds, reach us at hello@soren.wine.