Refund PolicyUpdated 2 hours ago
What Is Gratsi’s Refund & Satisfaction Policy?
At Gratsi, we stand behind the quality of our wine. Our 100% Satisfaction Guarantee applies to the wine itself and is intended to cover genuine concerns with the quality of the product.
If you are not satisfied with the wine itself, please contact us within 30 days of delivery at [email protected]. All refund and replacement requests are reviewed case-by-case and subject to applicable law.
What Is Covered?
Our Satisfaction Guarantee may apply when there is a genuine issue with the wine, such as:
Wine that arrives spoiled or otherwise unsuitable to drink
A defective product
An incorrect wine being sent
Other quality concerns with the wine itself
Depending on the circumstances, Gratsi may offer a refund, replacement, or another appropriate resolution.
What Is Not Covered?
Our Satisfaction Guarantee does not cover cosmetic damage or normal wear and tear to the packaging or promotional materials when the wine itself is unaffected.
Examples of issues that generally do not qualify for a refund or replacement include:
Dents, scuffs, scratches, or other cosmetic imperfections to the box
Minor damage to packaging that does not affect the wine
Cosmetic imperfections to promotional or complimentary items
Dissatisfaction with the appearance of the packaging or product when the wine itself is not affected
Free promotional items, gifts, or other complimentary merchandise
Refunds or replacements are not guaranteed for these types of concerns and are evaluated based on the circumstances of each request.
Damaged, Defective, or Incorrect Orders
If your wine arrives damaged, defective, or incorrect, please contact us within 30 days of delivery. We may request photos or other information to help us assess the issue and determine the appropriate resolution.
Lost Orders
If an order is confirmed to have been lost in transit, Gratsi will resend the order at no additional charge.
Weather-Related Damage & Delays
Gratsi may delay shipments during extreme weather conditions to help protect your wine from temperature-related damage.
Gratsi is not responsible for delays or damage to alcoholic beverages caused by weather, temperature, or related conditions, whether or not the shipment was delayed by Gratsi.
If we notify you that your shipment is being delayed due to weather and you choose to have it shipped anyway, you acknowledge and accept the risk associated with shipping under those conditions. Gratsi may request written confirmation of this before releasing the shipment.
If you have a concern about the quality of your wine or an issue with your order, please contact us at [email protected]. We’re happy to review your request and determine the best resolution based on the circumstances.