My Store aims for a customer-focused resolution, preferring replacement where possible to ensure you receive the quality Australian beverages you ordered, backed by our robust guarantee.

The Replacement First Approach

Our default resolution for verified transit damage or shipping error is an immediate replacement shipment at no additional cost to you. We understand the disappointment of a broken order and prioritize getting the correct, pristine product to you as quickly as possible. Only if the item is permanently out of stock will a full refund be automatically processed.

Strict 7-Day Notification Policy

All claims for refunds, replacements, or exchanges must be formally submitted to My Store within seven calendar days of the delivery date. Claims reported outside of this mandatory notification window, except in cases of confirmed latent spoilage (e.g., cork taint), cannot be honored, as we lose the ability to initiate a timely and conclusive investigation with our logistics and insurance partners.

Refund Currency and Exchange Rates

All refunds are processed in the original purchasing currency. My Store is not responsible for any fluctuation in currency exchange rates that may occur between the time of purchase and the time the refund is credited back to your account. The customer bears the risk of any minor currency variations during the refund cycle.

Non-Refundable Delivery Fees (Service Rendered)

Please note that the initial shipping and handling fee is considered a cost for a service rendered (the attempt to deliver). Therefore, this fee is non-refundable in all cases except where the delivery attempt failed entirely due to an error on the part of My Store or our courier. In cases of customer change of mind or delivery refusal, the delivery fee will be deducted from the total refund amount.

Dispute Resolution Process

Should a disagreement arise regarding the quality or condition of a product that falls outside of clear damage, we commit to a fair dispute resolution process. The customer may be asked to return the bottle for independent expert analysis. The cost of this analysis will be covered by My Store, and if the expert confirms a product fault, a full refund will be provided immediately. If the fault is not confirmed, the customer will be responsible for the cost of the analysis and the return shipping of the product to them.