Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@ketowines.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Shipping fees associated with the return of the items will be deducted from the amount of your purchase/processed return amount.

If you haven't picked up your parcel from a post office or parcel locker and despite every notification made on our part and the part of the courier the parcel is returning to us - the sender, we will need to receive payment for the "return fee" as we will be charged by the courier. If you have any unexpected circumstances that might prevent you from picking up the parcel - please let us know ASAP during the parcel "awaiting collection" time so we can help stop the parcel from being "return to sender".

You can always contact us for any return question at info@ketowines.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

All the items are fragile and we make every effort to ensure they arrive safely to you, however, if you received a damaged item, please contact us immediately and supply a picture with your email, including a picture that contains the parcel, parcel shipping label and damaged items in one frame(for the couriers to be able to identify the parcel).

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.