This Refund and Returns Policy applies to orders placed on morethanspecialwine.com. It explains when refunds are possible, how damage and misdelivery claims are handled, and how cancellations are treated.
1. Scope and Applicability
This policy applies to orders delivered to customers in Switzerland (CH) and Liechtenstein (LI), as currently supported by our shop.
2. No Voluntary Returns
We do not offer voluntary returns for change-of-mind purchases.
In particular, opened consumable goods (including opened bottles) are excluded from return.
3. Damaged or Incorrect Orders
If your order is damaged in transit or you received incorrect goods, we review each case individually.
Damage claims must be submitted:
- to Swiss Post within 8 days after delivery: https://customer-service.post.ch/public/e/l/schadenfall?lang=en
- and to our customer support within 8 days after delivery: info@morethanspecialwine.com
4. How to File a Claim
Please send your claim to info@morethanspecialwine.com and include all of the following:
- order number (starting with
W-) - clear photos of the damage and/or wrong items
- a short written description of the issue
- screenshot or other proof that the damage was reported to Swiss Post
Incomplete claims may delay processing.
5. Resolution Outcomes
After review, the resolution is determined case-by-case. Depending on the circumstances, we may offer a refund, replacement, partial compensation, or another suitable solution.
6. Refund Timing and Method
If a refund is approved, it is issued within 14 days.
Refunds are made to the original payment method used for the order. Processing time by payment networks and financial institutions may require additional time before funds appear on your account.
7. Shipping and Return Cost Allocation
Cost handling is assessed case-by-case.
For undeliverable shipments or refused delivery, any refund may be reduced by incurred costs (for example outbound shipping, return shipping, handling, or payment-related costs actually charged to us).
8. Cancellation Before Dispatch
Cancellation requests before dispatch are handled case-by-case. Please contact us as soon as possible at info@morethanspecialwine.com.
Depending on the payment method and timing, non-refundable payment-processing fees may be deducted from a refund. Such deductions are not automatic and may be reduced or waived as a goodwill gesture, depending on the case and customer context.
9. Governing Law and Jurisdiction
This policy and disputes arising from orders are governed by Swiss law. Place of jurisdiction is Zürich, Switzerland, subject to mandatory statutory provisions.
10. Contact
For all refund, return, damage, and cancellation questions, contact:
info@morethanspecialwine.com