Complaint / Claim Procedure
If you have received a product that is damaged, faulty, or does not match the description, please follow the steps below so we can resolve your issue promptly:
Report the complaint within 14 days of receiving the shipment by email to: reklamationen@wineandmore.com (include your order number in the subject line, e.g. #12345).
In the message body, provide a short description of the issmailto:reklamationen@wineandmore.comue and attach photos of the damage/packaging. This helps speed up the process.
After receiving your complaint, our team will review the case and get back to you with the next steps (replacement, repair, refund, or price reduction — according to German law). Under the law, consumers are entitled to nacherfüllung (repair or replacement).
If a return is agreed upon, we will send you the return instructions and address. We will cover the return shipping costs in the case of a justified complaint (damaged delivery).
Refunds are issued via the same payment method used for the purchase, no later than 14 days after the complaint is accepted.
Warranty Note: The statutory warranty (Gewährleistung) in Germany lasts 2 years for consumers; within the first year, any defect is presumed to have existed at the time of delivery.
