The customer has the right to request the cancellation of an order at any time, and to receive a full refund of the amount paid, except from the moment the order has entered the preparation phase; once it has been prepared, sent or delivered, in order to be able to cancel or return an order, whether it be all or part of it, the customer must apply his right of withdrawal or return, the conditions of which are also specified below.
In the cases where the order is not yet entered in the phase of preparation, it is enough that the customer asks for the cancellation of this one by e-mail, by keeping in mind that between the reception of the message and its reading and management, there can be a period of time during which the order can be entered in the phase of preparation and it is possible that it is not possible any more to stop its forwarding.
In case of cancellation, Enjoywine commits to refund the total amount paid within a maximum of 7 calendar days. The same method of payment will always be used for this purpose, except in the case of a credit by transfer on the accounts of banks belonging to a country not member of the European Economic Area, in which case, the customer can choose between (1) accepting all the expenses which can be incurred for the transfers on accounts of third countries, (2) propose an alternative method, such as a PayPal account or another bank account in a bank belonging to a country within the European Economic Area, to avoid the charges involved, or (3) request to leave the amount on their Enjoywinne account as a credit, for a future purchase.
In the case of refunds to bank accounts or credit cards in countries with a currency other than the euro, the amount to be returned will be in euros, as was the payment, and in order to avoid unnecessary commissions, the customer can also ask to keep the amount concerned as a credit for a future purchase.
In the event that the payment method used at the time of purchase is no longer available (cancelled PayPal account or expired card), the customer may request a refund to another PayPal account, a refund by bank transfer (with the reservations detailed above for bank accounts belonging to third countries), or to leave the amount as a credit on their account for a future purchase. Under no circumstances can the refund be made to a card other than the one used for the payment of the order.
Once the preparation of the order has begun, it is ready for shipment, shipped or delivered, any cancellation request will be treated as a right of withdrawal. In order to exercise the right of withdrawal, the customer must notify his decision by means of an unambiguous statement: either (1) by post, addressed to the registered office of ENJOY WINE.SL, AV. CORNELLA 144, SOTANO 1, CP/ 08950, ESPLUGUES LLOBREGAT, España, (2) or by e-mail to firstname.lastname@example.org.
In case of withdrawal, Enjoywine will organise and pay for the collection and transport of the returned products to its warehouse, through one of its collaborating agencies and under the usual conditions of a standard service, that is to say that the customer must make the collection of the products possible during the day, without obligation on the part of the agency to specify a specific time. The collection must be made at the same address where the original order was delivered. If the customer asks that the order is collected at another address, this information must have been previously accepted and confirmed by Enjoywine, which reserves the right to ask for the payment of the difference, if, the cost of transport for the collection at this new address is higher than that of the original address.
No returns will be accepted for deliveries to special territories or countries outside the European Union.
The right of return in case of withdrawal cannot be exercised when there is evidence that the products have been opened, handled or exposed to inappropriate conditions. And it is mandatory to return the entire order in this case, with all products properly protected, in their original packaging and in perfect condition for further sale.
Once the order is recovered and the appropriate controls of the state of the products carried out, Enjoywine will refund to the customer the totality of the paid amount, using the same method of payment, with the same exceptions and reserves as those mentioned, with regard to the payments by transfer on bank accounts belonging to a third country as indicated, the accounts in currencies other than the euro and the unavailable modalities.
Refunds in the event of retraction will be made within a maximum of 14 days from the date of receipt of the returned order.
The customer also has the right to return all or part of an order if any of the products received (except in the case of collector's bottles, for which there is no right of complaint or return) if he/she becomes aware, after delivery, that he/she has purchased it by mistake, unintentionally or misled by erroneous or incomplete information published on our site. In this case, the period for requesting a return will be 30 calendar days and must be carried out in the same way and with the same reservations as those mentioned for the right of withdrawal, both for collection and for subsequent reimbursement.
In case of content error, Enjoywine commits, after receiving the notification of the problem by e-mail, to recover the products sent in error and to send the correct products as soon as possible, always subject to availability and within the normal time of restocking, or to reimburse the amount paid for the products bought and not sent, plus the proportional part of the transport, if the new delivery does not arrive in time for the use for which they were bought. In case of unavailability or possible delay, Enjoywine will offer to the customer the possibility, if he wishes it, to exchange the product out of stock or affected by the delay by another product of a similar price. The customer will not be able to claim any compensation for any inconvenience caused by an error of this nature, and the deadline to ask for a refund in this case will also be 30 calendar days.
In the event of an incident during transport (partial or damaged deliveries, delivery to the wrong address, loss of packages or unacceptable delays after the order has been dispatched), the customer may request a replacement delivery as soon as possible. In these cases, it will be essential to report the problem on the delivery note and to always report the incident within the time limits set by the carriers (24 hours from the time of delivery). In the event that the new replacement delivery is not possible or cannot arrive in time, the customer is entitled to a refund of the products not received in perfect condition, as well as the proportional part of the shipping costs.
The customer also has the right to return a defective product, regardless of whether the defect affects the contents (corked wine or other defect) or the exterior (damage to labels, corks or other decorative elements). In the case of damage to the exterior, the customer must notify the problem within a maximum of 30 days from the date of delivery of the order and send a photograph showing the problem beforehand; for wines with a defect, the period is one year, and the customer must indicate the batch code of the bottle, usually indicated on the back label. Both types of problems must be reported within the above-mentioned time limits by e-mail to the Customer Service Department, which will inform the customer as soon as possible, and always within 3 working days, whether the products are collected or not, to check the defect, for presentation to the producer for analysis or for a complaint. As long as no reply is received, the customer must keep the bottle, with a minimum of 3/4 of its contents and closed with its original cap if it has been opened. Whether the product is collected or not, the customer will receive a credit note for the amount paid, excluding shipping costs. For any return to be effective, in any of the cases described in this section, it is essential to first contact our Customer Service to advise them of the situation. Enjoywine will not accept any claim or return if no notification and the terms of said claim have not been agreed upon.