Refund policy

Refunds and your rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy or in our terms limits those rights. If something is wrong with your order. If a product has a major problem, you can choose a refund or a replacement, and you may be able to claim compensation for any other reasonably foreseeable loss.

A major problem includes goods that are unsafe, significantly different from their description, or unfit for their purpose and cannot easily be fixed. If the problem is minor, we will repair, replace or refund it. We pay return costs on anything faulty. If we ask you to return a faulty product, we pay for the return. You will never be asked to cover postage on a problem we caused. Change of mind. We do not accept returns of alcohol for change of mind.

This does not affect your rights under the Australian Consumer Law if there is something wrong with the product. How to claim. Email drink@grada.au with your order number and a description of the problem, and photos if there is something to see. We respond within one business day. Refund timing. Approved refunds are processed to your original payment method. Your bank may take a few days after that. If your order arrives damaged Glass breaks. If your order arrives damaged, we will replace it or refund it. You choose which.

Here is what to do.

1. Email drink@grada.au with your order number. 

2. Send photos of the outer box and of the damaged bottles.

3. Tell us whether you would like a replacement or a refund. Do not return anything. Please dispose of broken glass carefully. We do not ask you to send damaged goods back, and you will never be out of pocket for return postage on a damaged or faulty order.

 Please tell us within 7 days of delivery where you can, because it helps us claim against the carrier. Telling us later does not affect your rights under the Australian Consumer Law. We dispatch replacements as soon as we have your photos. Refunds go back to your original payment method.