Refund policy

Returns, Refunds & Exchanges Policy

At Humble Grape we carefully select every bottle we sell. We work directly with many of our winemakers, so we genuinely believe you'll love what arrives at your door.

If something isn't quite right, we'll always do our best to put it right.

1. Your Right to Cancel

If you've changed your mind about your online purchase, you may cancel your order within 14 days of receiving it, in accordance with the Consumer Contracts Regulations 2013.

To qualify for a refund:

  • bottles must remain unopened
  • bottles must be returned in their original condition (aka, undamaged labels, packaging, etc)
  • proof of purchase is required

Unless the wine is faulty, return shipping costs are the customer's responsibility.

2. Faulty Wines

Occasionally a bottle may be corked, oxidised or otherwise faulty.

If you believe a wine is faulty, please contact us as soon as possible.

We may ask for:

  • order number
  • photographs
  • bottle batch details
  • remaining wine where appropriate

If the wine is confirmed to be faulty we will offer either:

  • a full refund
  • store credit (if preferred)

We may occasionally ask for the bottle to be returned for inspection.

3. Damaged Deliveries

Please inspect your order upon arrival.

If any bottles arrive damaged:

  • notify us within 48 hours
  • include photographs of the packaging and damaged bottle(s)

We'll arrange either:

  • refund
  • credit

at no additional cost to you.

4. Wine That Wasn't Quite Your Style

Choosing wine should be enjoyable, not stressful.

If you've opened a bottle and simply didn't enjoy it, we'd love to hear why.

While we can't guarantee a refund on every opened bottle, our team may offer:

  • a replacement recommendation
  • store credit
  • a goodwill refund

at our discretion.

Helping you discover wines you'll love is part of what makes Humble Grape different.

5. Exchanges

Unopened wines may be exchanged within 15 days, provided they are:

  • unopened
  • with their original packaging in perfect condition (corks, labels, foils, capsules, etc)
  • accompanied by proof of purchase

Exchanges are subject to stock availability.

If the replacement wine is:

more expensive

  • you'll simply pay the difference.

less expensive

  • we'll refund the difference or issue store credit.

Delivery costs related to exchanges are the customer's responsibility.

6. Gift Purchases

If you've received wine as a gift, we can usually exchange unopened bottles for wines of the same value.

Refunds can only be made to the original purchaser.

7. Non-Returnable Items

We cannot accept returns for:

  • opened bottles (unless faulty or agreed under our Taste Promise)
  • personalised products
  • gift cards
  • wines purchased En Primeur
  • wines damaged through incorrect storage after delivery

8. Refund Processing

Once your return has been received and inspected, refunds will normally be processed within 14 days using the original payment method.

9. How to Arrange a Return

Please contact our Customer Experience team before sending any wine back.

Include:

  • order number
  • your name
  • reason for return
  • photographs if applicable

We'll provide instructions and, where appropriate, arrange collection.

Our Taste Promise

At Humble Grape, wine should be an adventure.

If you've taken a chance on something new and it simply wasn't for you, tell us.

We can't promise we'll refund every opened bottle, but we do promise to listen, recommend something you'll love next time and, whenever possible, make it right.

That's the Humble Grape way.