Terms and Conditions for The General Wine Company

Last Updated: August 14, 2025

Welcome to www.generalwine.com. This website is operated by The General Wine Company. Where these terms and conditions use terms such as "we", "us", and "our", they refer to The General Wine Company.

We offer this website, including all the information, tools, and services available on it, on the condition that you accept these terms and conditions and our associated Privacy Policy. By visiting our website and/or purchasing something from us, you are deemed to have accepted these terms and conditions. These Terms and Conditions serve as a contract between you and The General Wine Company, outlining the rules for using our site and how you interact with our services.

You can view the most current version of these terms and conditions at any time by visiting this website page. We reserve the right to update, change, or replace any part of these terms and conditions, without prior notice to you, by posting updates on this page. It is your responsibility to check this page on each visit to our website, read these terms and conditions, and ensure you understand them before making a purchase.

1. General Conditions

• We reserve the right to refuse service to anyone, for any reason, at any time.

• Any content that you enter onto this website may be transferred unencrypted and involve transmissions over various networks and may involve changes in order to conform and adapt to the technical requirements of connecting networks or devices.

• You may not reproduce, duplicate, copy, sell, resell, or otherwise exploit for commercial gain, or otherwise, any portion of any of the content on the website or any other part of the service that we offer on this website without our express written permission.

• Headings and titles used on this website are done so for convenience only. They do not constitute any part of the terms and conditions and will not limit or otherwise affect the terms herein.

2. Online Store Terms

• Our website offers a range of products, primarily wines, spirits, and beers, for sale. Where we refer to an 'item', we are referring to a single product available for purchase on this website.

• We will take all reasonable care to ensure that the details displayed for a particular item offered for sale are correct at the time when the information was entered onto the system.

• Whilst care is taken to ensure that we display as accurately as possible appearances, colours, textures, or finishes, what you will see on your computer monitor or equipment may differ, and so we cannot guarantee that images are an accurate representation of the actual goods or services that you are purchasing.

• We may not be able to accept your order due to one or more of the following reasons, or for a reason not listed below:

• The item you have ordered is out of stock.

• We cannot authorise your payment or have reasonable grounds to suspect your payment may be fraudulent.

• There has been a pricing or product description error.

• There is a system or procurement failure.

• You have failed our customer validation checks, including age verification.

• When you place an order, you will receive an email confirming the details of your order. This email is not confirmation that your order has been accepted by us. Your order will only be accepted by us once your goods have been dispatched.

• Age Restriction: By placing an order with The General Wine Company, you confirm that you are 18 years of age or older. We are legally obliged to ensure that all customers purchasing alcohol are of legal drinking age.

3. Modifications to Our Service and Pricing

• Prices for items are subject to change without notice.

• We reserve the right to, at any time, modify or discontinue any part of the service that we offer, or any part of content thereof, without any notice to you.

• We accept no liability to you or to any third-party for any modification, price change, suspension, or discontinuation of the service.

4. Returns & Refunds Policy

Introduction:

At The General Wine Company, customer satisfaction is paramount. We strive to provide you with exceptional wines, spirits, and beers, and we want you to be delighted with every purchase. This policy outlines our straightforward process for returns and refunds, ensuring it aligns with UK consumer law and aims to make your experience as seamless as possible. We offer a generous 30-day return window, exceeding the statutory minimum, to provide you with ample time to decide.

Eligibility and Conditions for Returns:

• "Change of Mind" Returns (Cooling-Off Period):

• You may return most new, unopened items within 30 days of delivery for a full refund. This extended period provides you with more flexibility than the 14-day legal minimum for online purchases.

• Required Condition of Items: Items must be returned in their original, saleable condition, unopened, untampered with, and with all seals and labels intact. This is crucial for maintaining the integrity and value of our products.

• Clarification on Packaging: While original decorative packaging is not strictly required, items must be securely packaged to prevent damage during return transit. We strongly recommend using the original protective packaging (e.g., pulp inserts, sturdy boxes) in which your wine was delivered, as this is specifically designed for safe transport. If an item is returned damaged due to inadequate packaging, or if its value is diminished through handling beyond what is necessary to establish its nature, characteristics, and functioning (e.g., scuffed labels, signs of opening, missing protective inserts), we reserve the right to reduce your refund accordingly. This approach balances the legal principle that original packaging isn't strictly required with the practical necessity of protecting fragile, high-value goods like wine during transit. The explanation clarifies that the functionality of the packaging to prevent damage is paramount, aligning with consumer law while protecting the company's assets.

• Damaged, Defective, or Incorrect Items:

• Please inspect your order immediately upon receipt. If an item is defective, damaged during transit, or if you received an incorrect item, please contact us within 48 hours of delivery. Prompt notification allows us to evaluate the issue swiftly and make it right.

• Specific Protocols for Wine Faults: For suspected wine faults (e.g., corked wine, oxidation), it is important that you do not discard the liquid or the cork. Please contact us immediately, providing your order number and a detailed description of the issue, including observations on the cork smell, wine smell, wine taste, and colour. Pictures or a video of the outer box, interior protective packaging, and the affected bottles are also highly beneficial. We may arrange for collection of the defective wine for analysis and will provide a replacement or refund upon satisfactory evidence.

Non-Returnable Items:

Certain types of items cannot be returned due to their nature or condition, unless they are faulty. These include:

• Perishable goods that have been opened or consumed (e.g., opened wine bottles, specific wine tasting kits designed for immediate consumption).

• Custom products or personalized items.

• Sale items or gift cards, unless otherwise specified.

Initiating a Return:

To start a return, please follow these steps:

1. Contact Us: Email us at orders@generalwine.com or call us at 01428 727744 with your order number and clear details about the product(s) you would like to return.

2. Instructions: We will respond quickly with instructions on how to return your item(s). If your return is accepted, we will provide a return shipping label and guidance on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs:

• Company Error: If the return is a result of our error (you received an incorrect, damaged, or defective item), we will cover the return shipping costs.

• Change of Mind: For returns due to a change of mind, the customer is responsible for the return shipping costs. Due to the fragile nature and specialized handling required for wine and spirits, we will arrange for a collection via our courier. A collection service charge will be deducted from your refund, the exact amount of which will be confirmed once the number of bottles being returned is known. This transparency ensures you are aware of any costs associated with a change-of-mind return, preventing unexpected deductions.

Refund Processing:

• Upon receiving and inspecting your returned item(s), we will notify you of the approval or rejection of your refund.

• If approved, your refund will be processed and automatically applied to your original payment method within 14 calendar days of us receiving the returned item(s) or receiving proof that you have sent the item(s) back, whichever occurs first. This adheres strictly to UK consumer law.

• Please note that while we process the refund within 14 days, it can take additional time (typically 5 to 10 business days) for your bank or credit card company to process and post the refund to your account.

• If you cancel your entire order, we will also refund the original delivery costs, up to the cost of our standard delivery service.

Exchanges and Store Credit:

We encourage exchanges to help you find the perfect product. If you wish to exchange an item, 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. We may also offer store credit as an alternative to a full refund, which can be beneficial if you plan to order from us again, encouraging future purchases and helping us retain your custom.

Gift Returns:

If you received an item as a gift and wish to return it, please ensure you have a gift receipt or proof of purchase. Gift returns are typically processed for store credit.

International Returns:

For international returns, please note that you may be responsible for any associated customs duties, taxes, or delivery fees incurred during the original delivery or return process. We recommend contacting your local customs office for details.

Tracking and Notifications:

Once your return shipment is initiated, we will provide tracking information where available. We will also send you automatic notifications once your return has been received and when your refund has been processed, ensuring full transparency throughout the process.

Policy Review:

This policy is subject to periodic review and updates to ensure continued compliance with legal requirements and to reflect best practices in e-commerce.

5. Shipping & Delivery Information

Introduction:

At The General Wine Company, we are committed to ensuring your order arrives safely and efficiently. This section provides detailed information about our shipping processes, delivery times, and important considerations to ensure a smooth delivery experience.

Shipping Destinations:

We currently deliver only to mainland Great Britain. We do not ship to PO Boxes or military bases for security reasons.

Age Verification (Crucial for Alcohol Sales):

As a responsible retailer of alcoholic beverages, The General Wine Company is legally obliged to ensure that all customers purchasing and receiving alcohol are aged 18 or over.

• Verification at Delivery: All deliveries containing alcohol require a signature from a person aged 18 or over. Our delivery partners operate a 'Challenge 25' policy, meaning if the recipient looks under 25, they will be asked for valid photographic identification (e.g., passport, driving license).

• Refusal of Delivery: If valid ID cannot be provided, or if the recipient appears to be under the influence of alcohol, our delivery partner reserves the right to refuse delivery. In such cases, the order may be returned to us, and a re-delivery fee or return shipping charge may apply.

Order Processing Time:

Once your order is placed, it typically takes between 1 and 4 business days for us to process it. This period includes retrieving wines from our bonded warehouses and preparing them for dispatch. Orders are processed Monday to Friday, from 8:00 am to 5:00 pm (excluding weekends and public holidays). Please note that processing times may be extended during peak periods such as holidays, new product launches, or special promotions.

Shipping Times:

Shipping time refers to the transit duration once your order has been dispatched from our facility.

• UK Mainland: All UK mainland orders are typically shipped on a next working day delivery service after the order processing time. Therefore, the total time from ordering to delivery for UK mainland addresses is generally 3-5 working days.

Shipping Rates:

We charge a flat fee of £7.99 for all deliveries to mainland Great Britain. We offer free standard delivery on orders over £150 for mainland Great Britain addresses.

Delivery Process:

• Estimates: When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose.

• Tracking: Once your order has been dispatched, you will receive an email which will include a tracking number for your shipment. We encourage you to use this tracking number to monitor the progress of your delivery.

• Recipient Signature: Due to the nature of our products, a signature from an adult aged 18 or over is required upon delivery.

• Failed Deliveries: If delivery is attempted and no one is available to receive the order, our courier will typically leave a card with instructions for re-delivery or collection from a local depot. Further delivery attempts or holding periods may vary by courier.

Damaged Shipments:

If your package arrives damaged, please refuse the delivery if possible, or if accepted, document the damage immediately with photographs of the outer box, interior packaging, and affected items. Contact us at orders@generalwine.com or 01428 727744 within 48 hours of receipt so we can address the issue promptly.

Lost or Stolen Packages:

If your package has been lost or stolen, please first use the provided tracking number to contact the appropriate carrier for assistance and information. If further assistance is required, please contact us via our contact information. Any disputes regarding lost or stolen packages must be raised within 7 days of parcel dispatch for UK orders.

Contact Information:

For any questions regarding your order or our shipping policy, please contact us at orders@generalwine.com or call us at 01428 727744.

6. Intellectual Property

All content on this website, including text, graphics, logos, images, audio clips, digital downloads, and data compilations, is the property of The General Wine Company or its content suppliers and is protected by UK and international copyright laws. The compilation of all content on this site is the exclusive property of The General Wine Company. Our trademarks and trade dress may not be used in connection with any product or service that is not The General Wine Company's, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits The General Wine Company. Nothing contained within this website should be construed as granting any license or the right to use any trademark without the prior written consent of The General Wine Company.

7. Disclaimer of Warranties and Limitation of Liability

The information on this website is for general purposes only. While we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability, or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

Products are provided 'as is' without warranties. We do not guarantee that your use of our service will be uninterrupted, timely, secure, or error-free. We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

In no event will The General Wine Company be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website. This includes, but is not limited to, any loss, liability, damage (whether direct, indirect, or consequential), personal injury, or expense of any nature whatsoever which may be suffered by the customer.

External links are provided for convenience; we are not responsible for the content of third-party sites. Through this website, you are able to link to other websites which are not under the control of The General Wine Company. We have no control over the nature, content, and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Please note that disclaimers cannot exclude or limit liability for death or personal injury caused by negligence. Under the Consumer Rights Act 2015, we cannot disclaim away our duty to provide goods/services of satisfactory quality or to comply with statutory rights. Our disclaimers are intended to clarify what we are responsible for and what is beyond our control, and they are part of our overall risk management strategy.

8. User Conduct

You agree to use our website only for lawful purposes and in a way that does not infringe the rights of, restrict, or inhibit anyone else's use and enjoyment of the website. Prohibited behaviour includes harassing or causing distress or inconvenience to any person, transmitting obscene or offensive content, or disrupting the normal flow of dialogue within our website. You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs, or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored, or any server, computer, or database connected to our site.

9. Governing Law and Dispute Resolution

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

In the event of any dispute, we encourage you to contact us directly in the first instance to seek a resolution. We are committed to resolving any issues fairly and efficiently.

10. Contact Information

For any questions regarding these Terms and Conditions, your order, or our policies, please contact us:

• Email: orders@generalwine.com

• Phone: 01428 727744