Refund policy

Returns, Refunds and Cancelations Policy
At Wineslut (operated by Wallow Wine Limited), we want you to love your wines and your gear. If something isn't right, we are here to help.
Our policy is fully compliant with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Because we sell both perishable goods (wine) and non-perishable goods (merchandise), different rules apply to each category.


1. Your Statutory Right to Cancel (Change of Mind)
Under the Consumer Contracts Regulations, you have a legal right to cancel your order for any reason within 14 days of receiving your items.
Category A: Wines & Perishable Goods

  • Due to the nature of wine, bottles can only be returned if they are completely unopened, with the neck seals intact, labels undamaged, and in their original outer protective packaging.
  • We cannot accept returns or offer cancellations for any bottles that have been opened, sampled, or where the seal has been broken.

Category B: Merchandise & Clothing

  • To be eligible for a return, merchandise must be unused, unwashed, in the same condition you received it, and in its original packaging with all tags attached.

2. How to Start a "Change of Mind" Return
If you wish to return your unopened wine or unused merchandise within the 14-day window:

  1. Notify Us: You must email us at hello@wineslut.co.uk within 14 days of delivery to request a return. Please include your order number and details of the items you wish to return.
  2. Return Shipping: For change-of-mind returns, you are responsible for the cost of return postage. We highly recommend using a tracked shipping service, as we cannot process returns for items that are lost or damaged in transit back to us.
  3. Unauthorised Returns: Please do not send items back to us without contacting us first. Unauthorised returns will not be accepted or processed.

3. Our Resolution Process: Store Credit First
To get your next bottle or replacement gear to you as quickly as possible, we default to offering Wineslut Store Credit for all successful returns:

  • Store Credit (Recommended): Once we receive and inspect your returned items, we will issue you Wineslut Store Credit (sent via email as a digital gift card/code) within 3 working days. This credit can be used instantly on any future wine purchase, subscription, or merch.
  • Exchanges: If you are returning merchandise for a different size, the fastest way to get your new item is to request store credit for your return and place a new order on our website.
  • Statutory Cash Refunds: If you explicitly request a refund to your original payment method rather than store credit, we will process this within 14 days of receiving the returned goods back at our warehouse.

4. Faulty, Corked, or Damaged Goods
Under the Consumer Rights Act 2015, you are entitled to goods that are of satisfactory quality, fit for purpose, and as described.
Damaged in Transit
Wine bottles are fragile. If your package arrives broken or leaking, please take a photo immediately and email it to hello@wineslut.co.uk within 48 hours of delivery. We will arrange a store credit your account.
"Corked" or Faulty Wine

  • If you believe a bottle is genuinely faulty (e.g., heavily corked, oxidised, or "off"), please stop drinking it, re-insert the cork or screwcap, and contact us immediately.
  • To evaluate a wine fault, we may ask you to return the bottle with at least three-quarters (75%) of its contents remaining so our quality control team can test it.
  • We cannot offer refunds, replacements, or store credit for empty bottles, bottles that have been fully consumed, or if the fault is reported more than 30 days after delivery.
  • If a wine is found to be genuinely faulty, we will issue you WINESLUT Store Credit to replace the bottle, or offer a refund if you prefer.

5. Non-Returnable Items
We cannot accept returns, offer store credit, or issue refunds for:

  • Sale, clearance, or "last chance" items (unless they are physically damaged or faulty).
  • Wineslut Gift Cards or digital vouchers.
  • Any custom or personalised products.
  • Opened bottles of wine (unless verified as faulty under Section 4).

6. Abuse of This Policy
We pride ourselves on our customer service, but we actively monitor returns for suspicious activity. Wallow Wine Limited/ WINESLUT reserves the right to decline store credit, exchanges, or refunds if we reasonably suspect fraudulent activity, systematic exploitation of our refund policies (such as returning empty bottles), or dishonest claims.
Contact Us
For any questions regarding your order, deliveries, or returns, please drop our team a line at hello@wineslut.co.uk.