Refund policy
At Zarah Wine, every order is handled with particular care, especially given the rare, mature and limited nature of many of the wines we offer.
Returns and Cancellations
Under Swiss law, there is no general statutory right to cancel or return an online purchase simply because a customer has changed their mind.
Accordingly, orders accepted and dispatched by Zarah Wine cannot generally be cancelled, exchanged or returned without our prior written approval.
This applies in particular to rare, mature, collectible, allocated and limited-availability wines, for which cancellations, exchanges and returns are generally not accepted due to their rarity, provenance, age and market characteristics.
If you wish to request a cancellation or return, please contact us as soon as possible at info@zarahwine.com.
Any return must be expressly authorised by Zarah Wine before being sent. Products returned without prior authorisation may not be accepted.
This policy does not affect any rights that cannot be excluded under mandatory Swiss law.
Damaged, Incorrect or Defective Orders
Please inspect your order as soon as reasonably possible after delivery.
If your order arrives damaged, you receive the wrong product, or you believe a product is defective, please contact us promptly and, where reasonably possible, within 7 calendar days of delivery at info@zarahwine.com.
Please include your order number and, where applicable, photographs of:
• the affected bottle or bottles;
• the packaging;
• the shipping box;
• any visible damage.
Please retain the original packaging until your claim has been assessed, particularly in the case of transport damage.
We will review the circumstances and, where the claim is accepted, arrange an appropriate solution, which may include replacement, refund or another remedy as appropriate.
Failure to contact us within the above period does not affect any rights that cannot legally be excluded or restricted.
Mature and Collectible Wines
Wine is a natural product and evolves over time.
For mature, rare and collectible wines, characteristics such as variations in fill level (ullage), label or capsule condition, colour, sediment, cork condition or other signs of normal bottle ageing do not in themselves constitute defects where they are consistent with the wine's age and condition and/or were reasonably disclosed before purchase.
Where bottle-specific photographs or condition descriptions are provided, these form part of the product information available before purchase.
Zarah Wine cannot guarantee the future evolution, drinking condition, appreciation or market value of any wine.
Approved Returns
Where Zarah Wine expressly approves a return, we will provide instructions on how and where the products must be returned.
Unless otherwise agreed, returned products must be in the same condition in which they were received, unopened, unaltered and in their original packaging.
For the protection of the wine, please do not return products without first contacting us.
Any reasonable return shipping or handling costs will be communicated before the return is authorised, where applicable.
Refunds
Where a refund is approved, we will notify you once the relevant claim or returned products have been reviewed.
Approved refunds will be issued using, where reasonably possible, the original payment method.
Please note that processing times may vary depending on your bank, credit card company or payment provider.
Where only part of an order is affected, the refund may be limited to the affected products and any corresponding charges where applicable.
Temperature and Storage
Zarah Wine may postpone shipment during periods of extreme heat, freezing temperatures or other adverse weather conditions where reasonably necessary to protect the quality and integrity of the wines.
Once an order has been physically delivered to or collected by the Customer, appropriate storage and handling of the wines become the Customer's responsibility.
Deterioration resulting from inappropriate storage or handling after delivery or collection is not considered a product defect.
Contact
For any questions concerning a return, damaged delivery or refund, please contact:
Zarah Wine Sagl
Email: info@zarahwine.com
Please include your order number whenever possible so that we can assist you efficiently.