Retailer name: Tivoli Wines Ltd

Registered address: 56 Andover Road, Cheltenham, Gloucestershire, GL50 2TL

Company number / VAT: 10412955 / 255453890

Customer service: shop@tivoliwinescheltenham.co.uk

Returns address: Tivoli Wines Ltd, 56 Andover Road, Cheltenham, Gloucestershire, GL50 2TL

Alcohol can only be sold/delivered to persons 18+. If age cannot be verified at delivery or for collection in-store, the order may be returned and delivery/return costs will be deducted from any refund.

Under the Consumer Contracts Regulations 2013, you have the right to cancel within 14 days of receiving your goods without giving a reason (“cooling-off period”). You then have a further 14 days to return the goods, at your own cost. We will refund within 14 days of receiving the goods back (or receiving evidence of return). These rights are in addition to protections under the Consumer Rights Act 2015 for faulty, not-as-described or not-fit-for-purpose goods.

• Notify us within 14 days of delivery via our email address above.
• Goods must be unopened, in original saleable condition (including capsules, labels, gift boxes, duty stamps) and suitably packed.
• You are responsible for return shipping costs and for the goods until received by us. We recommend that you use an insured, trackable service. Tivoli Wines Ltd is not responsible for the organisation of change-of-mind returns.
• Non-returnable(unless faulty): personalised items, engraved bottles, items made to order, opened bottles, part-consumed goods, perishable/add-on items (e.g.,
  opened hampers/food/liquids).

Please contact us within 48 hours of delivery for damage/shortage claims and within a reasonable time for faults (e.g.,
cork taint/oxidation).

• Provide order number, bottle details, photos of packaging and damage/closure/labels, and a description of the issue.
• Keep the product and packaging for inspection by us/courier if requested.
  Remedies: replacement, repair (where applicable), or refund (including standard delivery). We may ask to collect the bottle or a sample for quality control.

Note: Natural wine deposits, tartrate crystals, or expected vintage variation are not considered faults.

• Click & Collect: uncollected orders after 90 days may be refunded less any reasonable costs.
• Failed delivery / age-check failure / incorrect address: we can rearrange delivery; additional charges may apply. If returned to us, we will refund less outward/return shipping where appropriate.
• Breakage on return: risk remains with you until received; claims should be made with your carrier.

• Refunded to the original payment method (or store credit with your consent).
• We refund the basic delivery charge for full order cancellations undercooling-off rights (not premium/expedited services).
• Please allow up to 10 - 14 working days for your bank/card provider to post funds.

Allergen information (e.g., sulphites) is shown on labels. Heat/cold/poor storage after delivery may affect quality and is not covered.

Where goods are purchased on a business-to-business basis, the Consumer Contracts Regulations may not apply. Our goodwill returns policy may apply at our discretion.

We aim to resolve issues quickly. If you’re unhappy, please contact shop@tivoliwinescheltenham.co.uk. If unresolved, you may seek advice from Citizens Advice or alternative dispute resolution services.

We may update this policy periodically. The version/date at purchase applies unless required otherwise by law.