This policy emphasizes our strict legal compliance, particularly concerning the tamper-proof nature of alcoholic beverages and the absolute necessity of retaining all packaging.
Tamper-Proof Seal Requirement
Our refund guarantee is voided if there is any evidence of tampering with the bottle, cork, capsule, or seal. Australian consumer law requires that alcoholic products maintain their integrity after sale. We perform a visual check on all returned items. If a product is returned claiming spoilage but has a compromised or previously opened seal, the refund will be denied.
Required Documentation for Refunds
To expedite any refund claim, you must provide the original order number, the delivery tracking number, and the detailed photographic evidence within the 48-hour notification window. Missing any of this required documentation may significantly delay the processing of your refund, as we cannot file the necessary insurance paperwork without it.
Exchange Policy for Large Format Items
For large format or rare Australian bottles (e.g., magnums, large format spirits), exchanges are handled on a case-by-case basis due to their unique packaging requirements. If an exchange is approved, the customer will be required to return the item in the original specialized packaging provided by My Store, and a full shipping quote for the replacement will be provided prior to dispatch.
Refund Method and Account Verification
All approved refunds will be processed back to the original payment account used for the purchase. Under no circumstances will My Store issue a refund to a different bank account, card, or third party. This strict rule is a critical security measure to prevent financial fraud and ensure the integrity of your transaction.
Refunds Due to Shipping Network Issues
In the rare event that an order is declared lost by our courier network after the shipment has commenced, we will initiate an investigation. If the investigation confirms the package is irretrievable, we will process a full refund, including all shipping costs, immediately upon receiving confirmation from the logistics partner. This process can take up to ten business days.