What is the procedure if it is suspected that the wine is not good?

Unfortunately, it sometimes happens that a wine is corked (TCA bacteria) or is (incorrectly) oxidized. If you are convinced of this, you can inform us at any time.

You can let us know via [email protected]. The bottle must be at least ¾ full when it is returned and must have been opened recently. Only then will this bottle be eligible for credit.

We cannot resolve this issue solely based on E-mail or WhatsApp contact, because we need to properly evaluate the quality of the wine. This procedure is no different than if you have a complaint about a product that you have purchased from a supermarket or a clothing store.

You also have the option to come by our physical location with the bottle and we will have a look on the spot (for example, we can measure TCA values), but you can also send the bottle together with the invoice to the following address:

Grandcruwijnen
Attn. Department Complaints
Rijkssstraatweg 24
3316 EH Dordrecht

The costs of the return shipment will not be reimbursed unless you make a valid warranty claim. Do you still have complaints about our products or service? Then you can report them to our customer service ([email protected]). We will handle your complaint within the next 2 working days.

Do you believe that your complaint has not been handled properly? Then you can submit the complaint to the Thuiswinkel Disputes Committee, to which Grandcruwijnen is affiliated. You can also contact the European ODR platform in the event of a dispute.

If you are in doubt whether the wine is not your taste and you want to return the unopened bottles, you can. Click here for more information.

We keep our wines in great condition by first storing our wines on locations with climate control, and post order, a fast shipment to the customer. But wine is a natural product that ‘lives’ and, therefore, it is possible that the quality may differ. Also, your experience with the wine may be differently described by us. Taste is subjective and may cause differences in the taste of the wine. (for example, women often experience acids higher on average than men and this alone can make a big difference in taste perception).

In these cases, you are not applicable for a refund:

• Wines that have become bad due to storing them for too long and/or if the wine was intended to be drank young.
• Wines that have been oxidized by dehydration or are stored in a place that is too dry and/or too warm
• Wines that have not been purchased from Grandcruwijnen.nl

We cannot refund wines that have been purchased from us a long time ago. Wine is a natural product and is alive and strongly dependent on how it is stored (light humidity, UV light, temperature, vibrations). Of course, we will always do our best in the event of a mistake and take this up with the winery to see what can be arranged. Be sure to take the storage space for your wines seriously. This can have a significant effect on the quality of your wine.