Return Policy
Return and Refunds policy:
The provision of goods and services by Emmerald Glen (Pty) Ltd. trading as Stellekaya Wines, is subject to availability.
In cases of unavailability, Stellekaya Wines will refund the client in full within 30 days.
Cancellation of orders by the client will attract an administration fee. Damaged goods during transit will be replaced with the either similar or exact vintage (when available).
Late Delivery:
The Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) entitles you to cancel your purchase with 7 days’ notice if the products you have purchased are not delivered within the agreed delivery period as specified in the The Supplier terms and conditions. The product(s) in question must be returned to Stellekaya Wines in their original state, including all labels, at the customer's cost. Any such cancellation must be done by e-mail: wine@stellekaya.com. Stellekaya Wines will then refund you within 30 days after date of such notification.
The provision of goods and services is subject to availability. In cases of unavailability, the provider will refund the client in full within 30 days. Cancellation of orders by the client will attract a 10% charge for administration costs.
The Provider reserves the right to cancel an order for which payment has already been received. This may occur if stock is insufficient or the quality of goods ordered does not meet the Provider’s standards. Should the Provider exercise this right, the User will receive a full refund with no deductions.
Any complaints regarding the standard and quality of the product or products bought by consumers through the e-commerce facility should be directed to the Jane Lello, at wine@stellekaya.com. Please add the following:
-
The reason for the return
-
The date the product(s) were purchased and the date the product(s) was delivered
-
Including a reference number or proof of purchase
-
The banking details for the refund (if applicable)
Please do not return the product without written approval of The Supplier.
The supplier will either arrange collection of the return product(s) or give you instructions of how the product(s) may be returned.
If the product is found NOT to be faulty or damaged, you will NOT be entitled to any replacement or refund but will instead be liable for the costs incurred in having such product returned to The Supplier and then redelivered to you.