Returns and Complaints
Quality is of paramount importance at Grandcruwijnen. Do you unexpectedly have complaints? Please report this to our customer service.
Email: [email protected]
Telephone number: +31 (0) 78 6450615
The quality guarantee of GrandCruwijnen
The legal warranty applies to all items that you purchase from us. A legal guarantee means that a product is or must do what the consumer can reasonably expect from it. GrandCruwijnen only supply high-quality wines. However, wine is made from live grapes. In exceptional cases, it may happen that the wine does not meet the presumed quality. In case of complaints, we request that you contact our customer service. Together we will find a suitable solution. We guarantee the quality of our products. If anything is wrong, please contact us.
In which cases do we not replace bad bottles as part of our quality guarantee?
- Wines that have become bad due to too long storage (for example, fresh white wine that is 2 years or older)
- Wines that have been oxidized by dehydration (this happens when bottles are stored upright in a too dry and too warm storage place)
- Wines that are not purchased at Grandcruwijnen.nl
Grandcruwijnen is all about satisfied customers. Do you still have complaints about our products or service? Then report them to our customer service. You will receive a decision about your complaint within 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.
Returns without reason
Are you not satisfied with the products of GrandCruwijnen for any reason? Then you can cancel the purchase within 14 days of receipt without giving any reason by notifying us. The withdrawal period expires 14 days after the day on which you, or a third party designated by you, who is not the carrier, physically take possession of the good.
To exercise the right of withdrawal, you must inform us by means of an unequivocal statement (for example, in writing, by post or email) to withdraw from the contract. You can use the model withdrawal form that we have sent you (see below), but you are not obliged to do so.
To comply with the withdrawal period, it is sufficient to send your communication regarding your exercise of the right of withdrawal before the withdrawal period has expired.
Wine the seal of which has been broken after delivery is excluded from the right of withdrawal. Wine is not suitable, for reasons of health protection, to be returned if the seal is broken.
Consequences of the revocation
If you revoke the agreement, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a method of delivery other than the cheapest standard delivery offered by us) and in any case no later than 14 days after we have been informed of your decision to withdraw from the contract. We will refund you using the same payment method as you used to perform the original transaction, unless you have expressly agreed otherwise; in any case, you will not be charged for such refund. We may wait with a refund until we have received the goods back, or you have demonstrated that you have returned the goods, whichever comes first.
You must return or hand over the goods to us without delay, but in any case no later than 14 days after the day on which you notified the decision to withdraw from the contract. You are on time if you return the goods before the 14-day period has expired.
You will bear the direct costs of returning the goods.
You are only liable for the depreciation of the goods resulting from the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.
The goods can be returned to:
3316 EH Dordrecht
Complaints about the delivery
We use the services of PostNL Bottle Package, specialized in wine deliveries, and Budbee, specialized in climate-neutral evening deliveries, to deliver your order. We use DPD for deliveries abroad. You will receive your order in sturdy packaging, specially developed for the transport of wine bottles. Have your bottles unexpectedly suffered breakage damage during transport or packaging? Let us know as soon as possible, preferably within 24 hours, via customer service.
Model withdrawal form
(only complete and return this form if you want to withdraw from the contract)
- To: [name of entrepreneur]
[geographic address of the entrepreneur]
[entrepreneur's email address or electronic address]
- I/We* hereby inform you that I/we* revoke, regarding our agreement
the sale of the following products: [designation product]*
the delivery of the following digital content: [digital content description]*
the provision of the following service: [designation of service]*
- Ordered/received* on [order date with services or receipt with products]
- [Name of consumer(s)]
- [Consumer(s)'s address]
[Consumer(s)'s signature] (only if this form is submitted on paper)
* Cross out what does not apply or fill in what applies.
Alcohol under 18? Of course not!
Although we have difficulty checking this, we do not supply alcoholic products to customers under the age of 18. At the slightest suspicion of a minor customer, we will call the customer to verify the age.
What are the terms and conditions?
Would you like to know more about complaints and returns? View our terms and conditions.