PRIVACY POLICY
PaardenKloof Estate is situated in the heart of the Cape Floral Kingdom and represents the epitome of what can be achieved on these beautiful northern slopes of the Babilonstoring Mountain Range.
At Paardenkloof Estate, we take pride in crafting wines of the highest quality and want our customers to be fully satisfied with their purchases. This Refunds and Returns Policy outlines the terms and conditions for returns, exchanges, and refunds.
1. Returns Policy
We only accept returns in the following circumstances:
- The wine is damaged or broken during delivery.
- The wine received is incorrect or does not match your order.
- There is a quality issue with the wine (e.g., corked or spoiled wine).
If you experience any of the above issues, please contact us within 7 days of receiving your order.
2. Eligibility for Returns
To be eligible for a return or exchange:
- The wine must be unopened and in its original packaging (except in the case of damaged or faulty wine).
- Proof of purchase (order confirmation or receipt) must be provided.
- The request must be made within 7 days of receiving your wine.
3. How to Request a Return or Refund
If you need to return a product, please follow these steps:
- Contact us at shop@paardenkloof.co.za with your order number, reason for the return, and any relevant photos if the product is damaged.
- We will provide you with instructions for returning the wine to us if applicable.
- Returns must be sent to Bot River Hotel at 14 Main Road, Bot River..
4. Refund Process
Once we receive and inspect the returned wine, we will notify you of the approval or rejection of your refund:
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
- If rejected, we will inform you of the reason, and the wine will be returned to you.
Please note: Refunds are issued only for the cost of the wine. Delivery fees are non-refundable unless the return is due to a shipping error or damaged goods.
5. Replacements
If the wine is damaged, spoiled, or the wrong product was sent, we will offer a replacement at no additional cost. If the item is out of stock, we may offer a refund or suggest an alternative wine of equal or greater value.
6. Non-Returnable Items
We do not accept returns or refunds on:
- Wines that have been opened.
- Sale or discounted items.
- Wine purchased through third-party vendors.
7. Damaged or Incorrect Wines
If your wine arrives damaged or if you receive the incorrect product, please contact us immediately. We will arrange for a replacement or refund as soon as possible. Be sure to include photos of the damage or incorrect items for our records.
8. Contact Information
If you have any questions or need assistance with a return, refund, or replacement, please contact us:
Paardenkloof Estate
Email: shop@paardenkloof.co.za
Phone: 028 284 8909