Returns
Returning an item
We have return policies in place if you change your mind about a product, a product is faulty or if your purchase arrives damaged.
Change of mind
If you receive your order and have a change of mind, you can return your purchase to us within 30 days (from the date of purchase) for a full refund or exchange.
Please note to accept a return, the products need to be unopened, unused, undamaged and in the original packaging. If your returned product does not meet these requirements, we contact you to discuss.
Arrange your return in 3 steps:
Step 1: Contact our friendly customer care team.
Step 2: Post your product back to us or drop it off at our store. (Postage is not covered by Pembroke Wines & Spirits).
Step 3: Once we receive your returned product, we will process your refund within 24-48 hours.
Contact details:
Email – info@pembrokewines.co.nz
Phone – +64 (0)3 443 7818
Address – 24 Dungarvon Street, Wanaka, 9305, New Zealand
Damaged Package
If your package arrives looking a bit worse for wear, please give us a call at +64 (0)3 443 7818 within 48 hours of receiving your package. Our customer care team will organise a replacement for you right away. If your item was damaged in transit, please keep all the original packaging (including the courier bag/box).
Faulty Product
We make it a priority to quality-check all items when we are processing orders. We are sorry to hear that any of our customers receive a product that is faulty.
If you feel that your product is not working as it should or has a manufacturing defect, please call our customer services team to report the issue. The next step will be either to drop the product into our store or post it to us at 24 Dungarvon Street, Wanaka, 9305, New Zealand.
When we receive the faulty product, we are required to send the product of photos of it to our suppliers for assessment. This is a condition under the manufacturer’s warranty.
All our suppliers are New Zealand-based suppliers so it will not take too long and we will always keep you updated on the process. Once the issue has been assessed and deemed to be a manufacturing fault by our suppliers, we will then contact you immediately and replace or refund the product.
If it is deemed to be faulty due to misuse, then we will contact you to discuss a suitable solution. Please note that the freight cost will be refunded if it is deemed a manufacturer’s fault however if it isn’t then we will ask you to cover the freight cost.