Return & Refund Policy
Breakages
Breakages are rare, but they are an unfortunate fact of life when shipping glass bottles of wine. For complete peace of mind, every Different Drop order is fully insured.
If your shipment arrives with broken items, or the carrier's tracking shows it has been damaged in transit, please contact us and we will promptly organise a replacement or refund.
Faulty Product
If a wine you have purchased from Different Drop is faulty, damaged (excluding damage caused by misuse), or wrongly described, we will happily refund your money, provide store credit, or where possible send a replacement bottle.
For some high-value products, Different Drop reserves the right to have the wine assessed for acceptable quality before we agree on a suitable remedy with you.
To make a claim under our faulty returns policy, email us at hello@differentdrop.com within 60 days of receiving your wine. Where possible, please include a photo and a short description of the issue, as this helps us resolve it faster.
Please note we reserve the right to decline a refund where we disagree that the wine is faulty (for example, the wine simply did not taste as you expected), or where we believe this policy is being taken advantage of.
Change of Mind Returns
Changed your mind? Different Drop is happy to offer a refund or exchange, provided that:
- The return is initiated within 30 days of delivery;
- The wine is in its original packaging; and
- It has not been refrigerated or placed on ice at any time. If you are buying for an event, please keep this in mind.
To start a return, email us at hello@differentdrop.com and we will arrange a return shipping label. A flat return fee of $20 per case applies and is deducted from your refund, covering the cost of return shipping. We will confirm the amount with you before finalising the return.
Your refund is processed once the wine is received and checked.
Cancelling an Order
Need to cancel? Email us at hello@differentdrop.com as soon as you can. If your order has not yet been dispatched, we will cancel it and refund you in full. Once an order has been dispatched we are unable to cancel it, though you may be able to return it under our Change of Mind terms above.
Exceptions
If Different Drop reasonably believes a buyer is abusing this policy, we reserve the right to suspend or cancel the refund for that buyer, cancel any pending orders, and/or close that buyer's account.