Refund policy
REFUND POLICY
WINEHOLIDAY - THE GRAPE SCREAM DI DOMANDA LIUBA E PISTAMIGLIO OMAR SNC
Via Cavour 83/A, 14100 Asti (AT), Italy
Email: hello@wineholiday.it
Last updated: June 28, 2026
Scope
WineHoliday offers local delivery of wine, food products, drinks and selected boxes to villas, accommodations and private homes in selected areas of Piemonte.
WineHoliday orders are prepared for a specific delivery date and delivery window connected to the customer’s selected delivery town and operational route.
This Refund Policy applies to WineHoliday local delivery orders, wine and beverage products, food products, fresh products, selected boxes, private tastings and related services.
Nothing in this Refund Policy limits any mandatory consumer rights provided by applicable law.
Order Confirmation and Payment
An order is considered confirmed only once it has been fully paid.
Unpaid, pending, failed or abandoned orders are not considered confirmed and do not reserve a delivery slot.
WineHoliday is not required to prepare or deliver unpaid orders.
Customer Responsibility for Delivery Details
Before checkout, customers must provide complete WineHoliday Delivery Details, including:
delivery town;
villa, accommodation or private home name;
full delivery address;
delivery date;
WhatsApp phone number;
access or delivery notes, if relevant.
Shopify may also ask for a shipping address and a billing address during checkout.
For WineHoliday local delivery, the shipping address must match the villa, accommodation or private home address entered in the WineHoliday Delivery Details.
The billing address may be the customer’s personal home address.
The customer is responsible for checking that all delivery details are correct before completing the order.
Incorrect, incomplete or inaccessible delivery information may delay or prevent delivery and may affect refund eligibility.
Cancellation or Change Requests Before Delivery
Customers may contact WineHoliday as soon as possible if they need to request a cancellation, change of delivery date or change of delivery details.
WineHoliday will try to help where operationally possible, but changes and cancellations are not guaranteed.
Orders may become non-cancellable once preparation has started, once fresh products have been ordered or prepared, once the delivery route has been organised, or once the selected delivery date is too close.
Fresh, perishable, chilled, food, made-to-order, supplier-ordered or date-specific products may not be cancellable once preparation or supplier ordering has started.
Customer Not Available at Delivery
The customer must make sure that someone is available at the delivery address during the selected delivery window and reachable on WhatsApp or phone.
For orders containing alcoholic products, an adult aged 18 or older must be available to receive the order.
If delivery cannot be completed because:
nobody is available at the address;
no adult aged 18 or older is available to receive alcoholic products;
the customer cannot be reached on WhatsApp or phone;
access to the property is not possible;
the delivery address is incorrect or incomplete;
the delivery notes are insufficient;
the selected town or address is outside the active service area;
the recipient of alcoholic products is not at least 18 years old;
the delivery attempt may be considered completed.
In this case:
no automatic refund is due;
a second delivery attempt is not guaranteed;
any second delivery, if operationally possible, may require an additional delivery fee;
the order may be returned to Enoteca Assetati, Via Cavour 83/A, 14100 Asti, Italy, for pickup during opening hours, when the products are still suitable;
fresh, perishable, chilled, food, made-to-order or date-specific products are non-refundable;
delivery fees, special delivery fees, last-minute service fees, tasting fees, advice services and other service fees are non-refundable.
If the order is returned to Enoteca Assetati, the customer may be invited to collect it during opening hours. Pickup is possible only when the products are still suitable and available.
Redelivery is not guaranteed. It may be offered only if operationally possible and only after confirmation by WineHoliday. An additional delivery fee may apply.
Fresh Food, Perishable and Made-to-Order Products
Some WineHoliday products are fresh and must be kept refrigerated after delivery.
Fresh food products may include BBQ meat boxes, fresh pasta, sauces, cheese or other local food items.
Fresh, perishable, chilled, food, made-to-order, supplier-ordered or date-specific products cannot be returned once delivered.
Fresh, perishable, chilled, food, made-to-order, supplier-ordered or date-specific products are non-refundable if the order cannot be delivered because the customer is absent, unreachable, has provided incorrect or incomplete delivery information, or no suitable adult recipient is available.
WineHoliday is not responsible for fresh products that are not stored correctly after delivery.
BBQ meat products are prepared fresh by our local butcher.
For Sunday delivery, BBQ Boxes must be ordered by Friday at 23:59.
BBQ Boxes ordered after Friday 23:59 will not be available for Sunday delivery and may only be available for the next eligible delivery date.
Wine and Non-Perishable Beverage Products
Opened, consumed or partially consumed wine, beer, cocktails, soft drinks or other beverage products cannot be returned or refunded, except in the case of damaged, incorrect or legally defective products.
For intact, sealed and resellable non-perishable wine or beverage products, mandatory consumer rights apply where relevant.
If a return or refund is requested for intact, sealed and resellable non-perishable products, the customer must contact WineHoliday before returning anything.
WineHoliday may refuse returns for products that are opened, damaged after delivery, not resellable, not stored correctly, or returned without prior confirmation.
Customer Changed Mind
Orders that have been correctly prepared, correctly delivered, made available for pickup after a failed delivery attempt, or prepared for a specific delivery date and delivery route are generally not refundable simply because the customer changed their mind, no longer wants the products, made a mistake during ordering, or did not consume the products during the stay.
This applies especially to fresh products, food products, perishable products, chilled products, made-to-order products, supplier-ordered products and date-specific local delivery services.
Mandatory consumer rights apply where relevant.
Damaged, Missing or Incorrect Products
If an item is damaged, missing or incorrect, the customer must contact WineHoliday within 24 hours of delivery.
The customer should provide:
order number;
photos of the damaged or incorrect product;
photos of the packaging, if relevant;
a short description of the issue.
WineHoliday will review the case and may offer, depending on the situation:
replacement;
partial refund;
store credit;
another suitable solution.
Please do not dispose of damaged or incorrect products before contacting WineHoliday, unless disposal is necessary for safety or hygiene reasons.
Contact:
Alcoholic Products and Age Verification
WineHoliday sells alcoholic products.
By placing an order containing alcoholic products, the customer confirms that they are at least 18 years old and that the recipient of alcoholic products at delivery will be at least 18 years old.
An adult aged 18 or older must be available to receive the order.
WineHoliday may request age verification at delivery.
WineHoliday may refuse delivery if the recipient is not at least 18 years old, if no adult is available to receive the order, or if there is any doubt that alcoholic products would be received by a person under the age of 18.
If delivery is refused or cannot be completed because the age requirement is not met, no automatic refund is due.
Private Tasting Cancellation Policy
Private tastings are booked for a specific date, time and location.
Customers can cancel or request to reschedule a private tasting up to 48 hours before the scheduled tasting time, subject to availability.
Cancellations made less than 48 hours before the tasting may not be refundable.
No-shows are non-refundable.
A no-show includes, but is not limited to, cases where:
the customer is not present at the agreed location;
the address provided is incorrect or incomplete;
access to the property is not possible;
the customer cannot be contacted at the scheduled time;
no adult aged 18 or older is available where alcoholic products are involved.
WineHoliday may offer rescheduling at its discretion, depending on availability.
Weather and Exceptional Circumstances
Private tastings are designed to take place at the villa, accommodation or private home, usually indoors or in a suitable covered area.
Bad weather does not automatically entitle the customer to a refund.
If severe weather, safety issues or exceptional circumstances make the tasting impossible or unsafe, WineHoliday may offer rescheduling or another suitable solution.
Service Area for Tastings
Private tastings are available only in selected service areas and on selected dates.
Customers must enter the villa, accommodation or private home address during booking.
If the location is outside the current service area, tasting slots may not be available or may be cancelled/refunded by WineHoliday.
Credits After Failed Delivery
As a courtesy, if pickup or redelivery is not possible and the order contains intact, sealed and resellable wine or beverage items, WineHoliday may convert the value of those eligible items into WineHoliday at Home credit, after deducting €40 preparation and failed delivery costs.
The credit amount is calculated as follows:
resellable wine/beverage value actually paid by the customer after discounts minus €40 preparation and failed delivery costs.
If the resellable wine/beverage value is equal to or lower than €40, no credit will be issued.
The credit is not a cash refund, is not transferable and cannot be redeemed for money.
Fresh food, perishable products, chilled products, made-to-order products, supplier-ordered products, date-specific products, damaged items, opened bottles, non-resellable items, delivery fees, service fees, special delivery fees, last-minute service fees, tasting fees, advice services, preparation costs and delivery costs are excluded from the credit calculation.
WineHoliday may evaluate each failed delivery case individually, but is not obliged to offer refunds, credits or second delivery attempts when the failed delivery depends on customer absence, incorrect information, incomplete information, lack of access, lack of an adult recipient or inability to contact the customer.
Refunds
If a refund is approved, it will be processed within 10 business days using the original payment method where possible.
Please remember that it may take additional time for the bank or payment provider to process and post the refund.
Delivery fees, service fees, special delivery fees, last-minute service fees, tasting fees, advice services and preparation costs may be non-refundable when the service has already been performed or the cost has already been incurred.
EU Consumer Rights
Mandatory consumer rights apply where relevant.
For perishable goods, food products, fresh products, made-to-order products and services connected to a specific date or delivery window, the standard 14-day cooling-off period may not apply under applicable EU consumer law.
Nothing in this policy limits mandatory consumer rights that cannot be excluded by law.
Contact
For any refund request, please contact: