Refund policy
REFUND, CANCELLATION & RETURNS 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: August 19, 2026
1. Scope
WineHoliday offers local delivery of wines, beverages, food products, fresh products, WineHoliday Boxes and selected services to villas, holiday homes, accommodations, private houses and second homes in selected towns across Piemonte.
WineHoliday orders are prepared for a specific delivery date and delivery window based on the selected delivery town and our operational delivery routes.
This Policy applies to:
- WineHoliday delivery orders;
- wine and beverage products;
- food and fresh products;
- BBQ Boxes and other made-to-order products;
- WineHoliday Boxes;
- private wine tastings;
- related WineHoliday services.
Nothing in this Policy limits or excludes mandatory consumer rights under Italian or European Union law.
2. Order Confirmation and Payment
An order is considered confirmed only once payment has been successfully completed.
Unpaid, pending, failed or abandoned orders are not considered confirmed and do not reserve delivery availability.
WineHoliday is not required to prepare or deliver an unpaid order.
3. Customer Responsibility for Delivery Information
Before completing an order, customers must provide the WineHoliday Delivery Details requested during the ordering process, which may include:
- delivery town;
- villa, holiday home, accommodation or private home name;
- full delivery address;
- delivery date;
- WhatsApp phone number;
- access or delivery notes, where relevant.
Shopify may also request a shipping address and billing address during checkout.
For WineHoliday local delivery, the Shopify shipping address must correspond to the WineHoliday delivery address.
If delivery information is automatically pre-filled, the customer remains responsible for checking that the details are complete and correct before completing payment.
The billing address may be different from the delivery address.
Incorrect, incomplete or inaccessible delivery information may delay or prevent delivery.
4. Cancellation or Change Requests Before Delivery
Customers should contact WineHoliday as soon as possible if they wish to request:
- cancellation of an order;
- a change of delivery date;
- a change of delivery address;
- another change to an already confirmed order.
WineHoliday will try to accommodate changes where operationally possible, but changes are not guaranteed.
Preparation may begin shortly after an order is confirmed.
For this reason, a cancellation or modification may no longer be possible once:
- fresh or perishable products have been prepared or ordered from a supplier;
- made-to-order products have entered preparation;
- the delivery route has been organised;
- performance of a booked service has begun;
- the requested delivery or service date is too close for the requested change to be operationally possible.
Any mandatory right of withdrawal or cancellation provided by applicable law remains unaffected.
5. Statutory Right of Withdrawal
For eligible products purchased online, consumers may have a statutory right to withdraw from the contract within 14 days without giving a reason.
For goods, the statutory withdrawal period normally begins when the consumer, or a person designated by the consumer, receives the goods.
The right of withdrawal is subject to the exceptions provided by applicable consumer law.
In particular, the statutory 14-day withdrawal right may not apply to certain categories including:
- goods that are liable to deteriorate or expire rapidly;
- certain goods that cannot be returned for health or hygiene reasons after being unsealed;
- goods made to the consumer's specifications or clearly personalised;
- certain services that have been fully performed following the consumer's express request and acknowledgement, where the conditions required by law are satisfied;
- certain leisure or similar services booked for a specific date or period.
Private tastings booked for a specific date and time may therefore fall within the applicable statutory exception for date-specific leisure services.
Where the statutory right of withdrawal does apply, the customer should contact:
before returning any product.
Unless WineHoliday agrees otherwise, the customer is responsible for the direct cost of returning eligible goods where the customer has been properly informed of this obligation.
The goods must be returned with reasonable care. Any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may be taken into account where permitted by law.
6. Fresh, Perishable and Made-to-Order Products
Some WineHoliday products are fresh, chilled, perishable or prepared specifically for a confirmed order.
These may include, for example:
- BBQ meat products;
- fresh pasta;
- certain sauces;
- cheeses;
- other fresh local food;
- made-to-order or supplier-prepared products.
Where products are liable to deteriorate or expire rapidly, the statutory right of withdrawal may not apply.
Fresh, perishable or chilled products generally cannot be returned after delivery unless they are damaged, defective, incorrect or otherwise covered by mandatory consumer rights.
WineHoliday is not responsible for deterioration caused by incorrect storage after delivery.
Customers should follow the refrigeration and storage instructions shown on the product or packaging.
BBQ Boxes
BBQ meat products are freshly prepared by our trusted local butcher.
For Sunday delivery, BBQ Boxes must be ordered by Friday at 23:59.
Orders placed after that deadline cannot normally be prepared for Sunday delivery and may need to be moved to the next eligible delivery date.
7. Wine and Other Non-Perishable Products
For sealed, intact and resellable non-perishable products, including eligible bottles of wine and beverages, the statutory right of withdrawal may apply where the conditions required by law are met.
Opened, consumed or partially consumed beverages cannot be returned simply because the customer has changed their mind.
Products that have been damaged after delivery, stored incorrectly or otherwise made unsuitable for resale may be subject to a reduction in refund value where permitted by law.
Customers wishing to exercise a statutory right of withdrawal should contact WineHoliday before returning products.
Nothing in this section affects rights relating to damaged, defective, incorrect or non-conforming goods.
8. Customer Not Available at Delivery
The customer must ensure that someone is available at the delivery address during the assigned delivery window and that the customer can be contacted using the contact details provided.
For deliveries containing alcoholic beverages, an adult aged 18 or over must be available to receive the alcoholic products.
WineHoliday may request proof of age where required or appropriate. Italian law prohibits the sale or supply of alcoholic beverages to persons under 18.
A delivery may be unsuccessful where, for example:
- nobody is available at the address;
- no adult aged 18 or over is available to receive alcoholic products;
- the customer cannot be contacted;
- access to the property is not possible;
- the delivery address is incorrect or incomplete;
- essential access instructions are missing;
- the delivery location is outside the service area indicated during ordering.
Where delivery fails for reasons attributable to the customer:
- a second delivery attempt is not guaranteed;
- redelivery may be offered where operationally possible;
- reasonable additional redelivery or failed-delivery costs may apply where permitted by law and disclosed to the customer;
- products may be returned to Enoteca Assetati, Via Cavour 83/A, 14100 Asti, where appropriate and where they remain suitable for collection;
- fresh or perishable products may no longer be suitable for redelivery or collection.
Any mandatory statutory refund, withdrawal or conformity rights remain unaffected.
9. Pickup After an Unsuccessful Delivery
Where appropriate, WineHoliday may make intact and suitable products available for pickup from:
Enoteca Assetati
Via Cavour 83/A
14100 Asti (AT), Italy
Pickup must be agreed with WineHoliday in advance and is subject to product suitability and opening hours.
Fresh or perishable products cannot be guaranteed to remain available for later pickup.
10. Damaged, Missing, Incorrect or Defective Products
If a product arrives damaged, is missing, incorrect or appears defective, please contact WineHoliday as soon as possible.
For fresh, damaged or incorrect products, we recommend contacting us within 24 hours where reasonably possible, as this helps us investigate the issue promptly.
This 24-hour recommendation does not limit mandatory consumer rights or the statutory legal guarantee.
Please provide where possible:
- order number;
- photographs of the affected product;
- photographs of the packaging;
- a short description of the problem.
Depending on the circumstances and applicable consumer rights, the appropriate remedy may include:
- replacement;
- refund;
- partial refund;
- another remedy required by applicable law.
Please do not dispose of a damaged or incorrect product before contacting WineHoliday unless disposal is necessary for health, hygiene or safety reasons.
Contact:
11. Change of Mind
For products that are eligible for the statutory right of withdrawal, a customer may exercise that right within the applicable period even if they have simply changed their mind.
This does not apply where a statutory exception applies, including certain fresh, rapidly perishable, clearly personalised or date-specific products or services.
Products should not be opened, consumed or handled beyond what is reasonably necessary to inspect them if the customer intends to exercise the right of withdrawal.
12. Alcoholic Products and Age Verification
WineHoliday sells alcoholic beverages.
By purchasing alcoholic beverages, the customer confirms that they are at least 18 years old.
The person receiving alcoholic beverages must also be at least 18 years old.
WineHoliday may request identification where age is not clearly established.
WineHoliday may refuse to hand over alcoholic products where:
- the recipient is under 18;
- no suitable adult recipient is present;
- satisfactory proof of age cannot be provided where requested.
Any consequences relating to an unsuccessful delivery will be handled in accordance with this Policy and applicable law.
13. Private Tasting Cancellation Policy
Private tastings are booked for a specific date, time and location.
WineHoliday voluntarily allows customers to request cancellation or rescheduling up to 48 hours before the scheduled tasting, subject to availability.
Cancellations made less than 48 hours before the tasting may not be refundable, subject always to any mandatory rights that apply.
No-shows may be non-refundable.
A no-show may include cases where:
- the customer or group is not present at the agreed location;
- the address provided is incorrect or incomplete;
- access to the location is not possible;
- the customer cannot be contacted;
- no adult aged 18 or over is available where alcohol is involved.
Because private tastings are leisure services booked for a specific date and time, the statutory 14-day right of withdrawal may not apply where the relevant legal exception applies.
WineHoliday may nevertheless offer rescheduling at its discretion where operationally possible.
14. Weather and Exceptional Circumstances
Private tastings are normally designed to take place at the villa, holiday home, accommodation or private house, either indoors or in another suitable area.
Normal bad weather does not automatically require cancellation.
If exceptional weather, safety concerns, access problems or other circumstances outside reasonable control make a tasting or delivery impossible or unsafe, WineHoliday will contact the customer and may offer, depending on the circumstances:
- rescheduling;
- an alternative arrangement;
- refund where legally required;
- another reasonable solution.
15. Service Area for Private Tastings
Private tastings are available only in selected Piemonte locations and on selected dates.
Customers must provide the address where the tasting will take place.
If WineHoliday discovers that the requested location cannot be served, WineHoliday will contact the customer.
Where WineHoliday cannot provide a confirmed tasting because the location is outside the available service area, the customer will be offered an appropriate solution, which may include cancellation and refund.
16. Discretionary Credit After an Unsuccessful Delivery
Where an unsuccessful delivery is attributable to the customer and no statutory refund is due, WineHoliday may, entirely at its discretion, offer an alternative credit for certain intact, sealed and resellable non-perishable wine or beverage products.
Any such credit:
- is a voluntary goodwill solution;
- does not replace any mandatory statutory refund or consumer right;
- may take into account reasonable preparation, handling, return or failed-delivery costs actually incurred, where permitted by law;
- does not normally include fresh, perishable, chilled, made-to-order, opened, damaged or otherwise non-resellable products;
- is not automatically convertible into cash unless required by law.
WineHoliday will assess each case individually.
17. Refund Processing
Where WineHoliday approves a discretionary refund, it will normally be processed using the original payment method.
Where a customer validly exercises a statutory right of withdrawal, WineHoliday will make the reimbursement without undue delay and within the period required by applicable law, normally no later than 14 days after being informed of the withdrawal, subject to the right to withhold reimbursement until the returned goods or evidence of return has been received where permitted.
Where required by law, the refund will include the original standard delivery charge. Additional costs resulting from a more expensive delivery option chosen by the customer do not have to be reimbursed where the applicable legal conditions are met.
The customer's bank or payment provider may require additional processing time after WineHoliday has issued the refund.
18. Mandatory Consumer Rights
Nothing in this Policy excludes or restricts rights that cannot legally be excluded.
This includes, where applicable:
- statutory rights relating to defective or non-conforming goods;
- the statutory legal guarantee;
- the statutory right of withdrawal for eligible distance purchases;
- statutory remedies for orders that are not supplied in conformity with the contract.
Under EU consumer rules, new goods sold to consumers benefit from a minimum statutory legal guarantee against defects or non-conformity.
Exceptions to the statutory withdrawal right may apply to certain fresh or rapidly perishable goods, certain personalised goods, and certain date-specific services.
19. Contact
For cancellations, returns, damaged products, refunds or other questions relating to this Policy, please contact:
WineHoliday / Enoteca Assetati
The Grape Scream di Domanda Liuba e Pistamiglio Omar SNC
Via Cavour 83/A
14100 Asti (AT), Italy
Email: hello@wineholiday.it