Returns, Replacements, and Exchanges
At Oineas, all our wines are carefully preserved in our cellar to maintain optimal lighting, temperature, and humidity conditions, ensuring that you receive them in perfect state.
Refund and Returns Policy
Returns and Exchanges
If a bottle of wine appears corked, oxidized, or damaged, you may contact us to request a replacement or exchange within seven (7) calendar days from the date of delivery, provided the product has been stored under suitable conditions.
We may request photo evidence or that you return the faulty product for inspection before a replacement is approved. If the product is confirmed to be faulty, we will replace it free of charge with a product of the same or equivalent type, quality, and value.
Delivery and Transport Damage
Our delivery partners verify the safe delivery of your purchases.
If a package arrives visibly damaged or broken, please report it immediately to the delivery carrier and note it on the delivery receipt before accepting the order.
Damages that occur after the delivery has been verified as complete and safe cannot be accepted by Oineas S.à r.l.
Right of Withdrawal (EU Consumers)
In accordance with Directive 2011/83/EU on consumer rights, customers located within the European Union have the right to withdraw from their purchase within fourteen (14) calendar days without giving any reason.
However, this right does not apply to goods that have been opened after delivery, or to perishable products such as wine whose quality depends on proper storage conditions once received.
To exercise your right of withdrawal within 14 days of delivery, please contact us in writing at [email protected] with your order number and contact details.
Refunds will be processed via the same payment method used for the purchase, once the returned goods are received and verified to be unopened and in saleable condition.
Complaints and Customer Service
All complaints are handled within seven (7) calendar days of receipt.
Our customer service team is committed to resolving any issue promptly and professionally.