Return and Refund Policy

Right of withdrawal

If you are a consumer in the European Union, you may withdraw from your purchase without giving a reason within 14 days of receiving your order. If your order is delivered in separate parcels, this period begins when you receive the last item. You may also notify us that you wish to withdraw before delivery.

Please contact us before sending any products back. To notify us of your decision to withdraw, email mavila@havilahwines.com with your name and order number. We will acknowledge your request and provide return instructions. You do not need our approval to exercise your legal right of withdrawal. Please send the products back within 14 days of notifying us of your decision.

Return address:
H’AVILAH WINES AND SPIRITS BV
Antwerpsesteenweg 124
2630 Aartselaar, Box 5
Belgium

Returns when you change your mind

The right of withdrawal allows you to inspect a purchase, not to consume it. If you change your mind, please return the bottles unopened and, where possible, in their original packaging. You may be responsible for any loss in value resulting from handling beyond what is necessary to inspect the products. Wine that has been consumed cannot be returned as a change-of-mind purchase.

A legal exception may apply to certain sealed products that cannot be returned for health-protection or hygiene reasons once unsealed. Whether an exception applies will be assessed under the law applicable to your purchase. Opening a bottle does not automatically remove all your consumer rights.

If you return an order because you have changed your mind, you are responsible for the direct cost of return shipping, unless we have agreed otherwise. Please package bottles securely to prevent damage in transit.

Damaged, incorrect or potentially faulty wine

Please inspect your order when it arrives. If a bottle is damaged, you receive the wrong product, or you believe a wine is faulty, email mavila@havilahwines.com with your order number and a description of the issue before sending anything back. Photographs of damage or packaging are helpful where available, but some wine faults cannot be shown in a photograph.

If you discover a possible fault after opening a bottle, please keep the bottle, any remaining wine, the closure and the packaging until we have reviewed your claim and advised you on the next step. We will assess each case fairly and provide the remedy required by applicable consumer law.

If we confirm that a replacement bottle is appropriate, we will cover the cost of shipping the replacement to you. If we ask you to return a defective, damaged or incorrect product, we will arrange or cover the reasonable return shipping cost. Opening a bottle to discover a genuine fault does not, by itself, prevent you from contacting us.

Refunds

If you exercise your right of withdrawal for the entire order, we will refund the price paid for the products and the cost of our least expensive standard delivery option. We will not refund any additional amount paid for an upgraded delivery option. The direct cost of return shipping remains your responsibility when you withdraw because you have changed your mind, unless we have agreed otherwise.

We will issue the refund using the original payment method, without undue delay and no later than 14 days after you notify us of your decision to withdraw. We may withhold the refund until we receive the returned products or you provide evidence that you have sent them back, whichever happens first.

For damaged, incorrect or faulty products, we will explain the appropriate remedy after reviewing your claim. This policy does not limit your mandatory rights under applicable consumer law.