Refund & Returns Policy

Effective Date: 12 June 2024

Eagle Vale
Operated by Prestige World Wine Pty Ltd
Address: 199 Roennfeldt Road, Greenock, South Australia 5360, Australia

1. Introduction

At Eagle Vale, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, you may return your purchase in accordance with the terms set out in this policy. This policy explains the process, conditions, and timeframes for product returns and refunds.

2. Conditions for Returns

2.1 Change of Mind

We accept returns for change of mind within 30 days from the sale date. To be eligible for a return:

  • The goods must be unopened and in their original, undamaged condition.
  • You must provide proof of purchase (e.g., order confirmation or receipt).

2.2 Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of receiving the item. To be eligible for a return or replacement:

  • Provide proof of purchase (e.g., order confirmation or receipt).
  • Provide photos of the damaged or defective item and the packaging.

2.3 Lost Deliveries

If your order does not arrive within the estimated delivery time, please contact us within 14 days after the estimated delivery date. We will work with the carrier to investigate the issue and may offer a replacement or refund.

3. Initiating a Return

To initiate a return, please follow these steps:

  1. Contact Customer Support: Email us at with your order number, the item(s) you wish to return, and the reason for the return.
  2. Wait for Authorization: Our customer support team will respond within 2-5 business days with instructions on how to proceed with your return.
  3. Prepare the Package: Once your return is authorized, securely package the item(s) in the original packaging, including proof of purchase.
  4. Ship the Item: Ship the package to the address that was provided to you by our customer support.

4. Return Shipping Fees

  • Change of Mind: The buyer is responsible for paying the return shipping fees. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
  • Damaged or Defective Items: We will cover the return shipping fees for damaged or defective items.
  • Lost Deliveries: If an order is confirmed lost by the carrier, we will cover the costs associated with reshipping the replacement order.

5. Inspection and Approval

Once we receive your return, we will inspect the item(s) to ensure they meet the return conditions. If the item(s) are approved, we will process your refund or replacement. If the item(s) do not meet the conditions, we will notify you via email, and the item(s) will be returned to you at your expense.

6. Refund Process

Approved refunds will be processed as follows:

  • Refund Method: Refunds will be issued to the original payment method used for the purchase.
  • Processing Time: Refunds will be processed within 7 business days after receiving and inspecting the returned item(s). Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

7. Non-Returnable Items

Certain items cannot be returned, including:

  • Items that have been opened or used
  • Items that are not in their original condition
  • Items that were marked as final sale or non-returnable at the time of purchase

8. Contact Information

If you have any questions or concerns about our refunds and returns policy, please contact us at:

Postal Address: 199 Roennfeldt Road, Greenock, South Australia 5360, Australia

9. Policy Updates

We may update this refunds and returns policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any significant changes by posting the new policy on our website and updating the effective date at the top of this policy. We encourage you to review this policy periodically to stay informed about our return and refund practices.

By making a purchase on our website, you acknowledge that you have read and understood this refunds and returns policy and agree to its terms. If you do not agree with this policy, please refrain from making a purchase.

Prestige World Wine Pty Ltd
ABN: 44134 367 687
ACN: 134 367 687

Last updated: 12 June 2024