RETURNS

Queens Rooftop & Wineshop endeavour to sell products of the highest quality which should arrive to you in excellent condition.

For all purchases, please be aware that once your order has been accepted & dispatched from us at Queens Rooftop & Wineshop, we do not accept change of mind returns or exchanges.

RETURNS - FAULTY PRODUCTS

If there appears to be a fault with your order or you are unhappy with the condition in which it has arrived, we can arrange a return and exchange.

Please email: drink@queenswineshop.co.nz if you would like to arrange to return or exchange a faulty product.

If the item is deemed to be faulty, we will offer a replacement (if there is one in stock), or a refund. The item must be returned to us in order for us to view and inspect the fault and process the return. Please contact us to discuss the fault before returning the item to us.  

The conditions for returning faulty items are: 

• For alcohol purchases, you will need to provide proof of purchase and at least 3/4 of the original bottle.

• For merch, the item must be returned within 21 days of purchase, be unworn and unwashed and still have original tags, and you must provide proof of purchase.

• We strongly recommend using a tracked parcel service and retaining your receipt for this service until the parcel has been received and signed for by us, as Queens Rooftop & Wineshop are not liable for any lost parcels. Any parcels not sent by tracked courier will take longer to process. 

• If the item you wish to exchange for is not in stock, we can offer you a store credit.

RETURNS - SALE ITEMS

Queens Rooftop & Wineshop do not accept returns or exchanges on sale items, unless faulty, in which the above policy applies.