Refunds Policy

We want every purchase from Bitou Vineyards to feel as good as that first sip. If anything goes wrong, we’re here to fix it fairly and efficiently.

1. Damaged, Broken or Incorrect Items

If your order arrives damaged, broken, or you receive the wrong product, please contact us within 48 hours of delivery with:

• Your order number
• Photos of the packaging and item(s)
• A brief description of the issue

We will replace the affected items or issue a refund, depending on your preference and stock availability.
Shipping costs for replacement items are covered by us.

2. Returns for Unopened Products

If you change your mind, you may return unopened and unused products within 7 days of delivery.
Conditions:

• Items must be returned in original packaging and resaleable condition
• Return shipping costs are for the customer
• Refunds will be processed once the item is received and inspected

3. Non-Returnable Items

For safety, hygiene, and legal compliance, the following cannot be returned or refunded:

• Opened wine bottles
• Used clothing or merchandise
• Gift cards or vouchers
• Sale, clearance, or promotional items
• Any product not purchased directly from our official online store

4. Refund Processing Time

Approved refunds will be processed within 5–7 working days via the original payment method.
Depending on your bank, it may take additional time for the funds to reflect.

5. Cancellations

Orders may be cancelled before dispatch for a full refund.
Once the order has been couriered, the return policy above applies.

6. Quality Concerns (Wine Faults)

If you believe your wine has a production fault (e.g., cork taint), contact us with the batch number and details.
We will investigate and replace the bottle if confirmed as a fault.

7. Customer Support

If you need help with a return, refund, or delivery query, reach out to us at:
vineyard@bitouvineyards.co.za
27 (0) 44 004 0369