Returns Policy

Our Returns Policy considers your rights as a consumer under Australian Consumer Law.

Faulty, Damaged or Wrongly Described Wine

Should you believe your purchase is faulty, damaged or wrongly described (ie. incorrect vintage, wrong product delivered), we will replace or refund with proof of purchase. Where a wine is considered to be faulty or wrongly described, we require the opened, unfinished bottle of wine to be returned to us otherwise we are unable to provide a refund or replacement.

If our courier informs us that your order has been damaged in transit, we will get in touch within two (2) business days and provide you the option for a refund or replacement. We unfortunately are unable to cover damage of products after you have accepted delivery.

Exchange of Wine

We understand that there may be circumstances where you wish to return unopened wine that you have purchased. Upon proof of purchase, we will refund the cost of any full bottles returned to us providing we are satisfied that the wine has been stored and handled correctly whilst in your possession. We require the customer to pay for the return postage.

Should you change your mind after submitting an order, if we are yet to dispatch your products we will happily amend the order at your request. If however, the order has already been dispatched, you will be required to exchange the product in accordance with our stipulated exchange and return conditions.

Return Conditions and Process

All returns must be requested within sixty (60) days from the purchase date (date of invoice) and be returned within ten (10) days from receiving the return details from us. Wines should not be returned during extreme heat as this can damage the wine and void your refund/exchange request.

If your purchase incurred a delivery fee, we will cover the cost of delivery for the return if we are at fault (i.e wrong product delivered, fault with the product, including damage caused in transit). In all other instances, we will deduct the delivery charge from the amount we refund you. We will process the refund amount to your credit card within two (2) business days following receipt of the returned wine.

To advise us of your request for refund or replacement, please email us at orders@rokkwell.com.au.

Exceptions

Should rokkwell believe that a customer is taking advantage of our Refund policy, rokkwell reserves the right to not fulfil any future orders for that customer.

TERMS OF SERVICE

By using and viewing the rokkwell website it is implied that you agree, and will comply, to rokkwell’s Terms of Service and the terms and conditions set out here within. The Terms of Service should be read in conjunction with rokkwell’s Privacy policy and Returns policy.

Price, Payment and Discounts

Before products are dispatched, you are required to make payment in full. The total cost of your order, including shipping, will be provided to you prior to requesting payment and your order being submitted.

All costs are advertised inclusive of GST. The total GST amount paid will be displayed as a separate line item on the invoice sent.

Payment can only be made by credit card with rokkwell accepting Visa, MasterCard and American Express. rokkwell uses Stripe as its payment platform for credit card processing. Stripe’s privacy policy can be found here.

rokkwell discount codes only apply to sub-total amounts (prior to taxes and shipping). Discounts on shipping do not apply unless explicitly stated.

Wine Club Subscription Terms

If you purchase a subscription to rokkwell’s Wine Club you will be required to provide rokkwell a valid credit card to be able to take payment on a scheduled basis.

The first payment will occur at the time the subscription is purchased. Upon successful receipt of payment, a six-pack of wine will be dispatched. The wine is selected by the winemaker and is unable to be customised to suit your personal preference.

There will be two shipments annually, one in the first half of the year (May/June) and one in the last half of the year (November/December). In the first year of your subscription, as your first shipment will be at the time of your joining, it may be more than six months between your shipments. For example, if you joined the Wine Club in March, this is considered your first half of the year shipment (in lieu of the May/June standard schedule shipment, and your next delivery will be in the second half of the year (November/December). Similarly, if you join the Wine Club in October, this will be deemed your second half of the year shipment (November/December) and your subscription will then revert to the standard schedule with your next shipment in May/June. If at the time of joining, it is five months or more before you are set to receive the next scheduled shipment, we may contact you to see if you would like to align earlier to the standard delivery schedule, in which case this would see three shipments being received in your first year of membership. It is at your discretion whether you wish to purchase the additional six-pack.

Discounts offered to members are applied to sub-total amounts, exclusive of taxes and shipping. Discounts on shipping do not apply unless explicitly stated. Discount codes provided to members are for the sole and exclusive use by the member to whom the code is issued. Where a member’s discount code is applied to a purchase, the delivery address provided must match the member’s address retained on file. Use of the member's unique code by a person other than the member will see the sale not honoured at the discounted rate. rokkwell management will request the discount saving applied to the sale be paid to rokkwell. If this does not occur, the purchase will be deemed void and the discounted amount paid to rokkwell will be refunded. rokkwell management retain the right to determine if the member’s code is to be revoked following its misuse, in which case the member will forego the discount benefit for all future purchases.

Wine Club membership numbers can be capped at the discretion of rokkwell management.

The provided credit card, like other personal details, will be stored securely. The bi-annual payment will be processed prior to shipment to ensure the transaction is successful. Once the transaction is complete, a receipt and confirmation of shipment will be sent from us to the email address provided.

Members can cancel their membership at any time by emailing orders@rokkwell.com.au. If a cancellation request has been made following the customer receiving a shipment notification for one of their two annual shipments, the customer has two options - 1) return the six-pack with return postage to be paid by the customer or 2) have rokkwell retain payment for the current shipment and have the cancellation take effect immediately thereafter.

Upon cancellation of your membership, your credit card details will no longer be stored by rokkwell.

Warranties

rokkwell, and its third parties, make no representations about the accuracy, reliability, suitability, availability or performance of the website or materials. The information and material published on the rokkwell website is provided “as is” and “as available” without any warranty or condition in any form. The information and material is for use at your own risk and is subject to change without notice.

rokkwell hereby expressly excludes liability for any representation or warranty that the site will be free from errors or defects; that use and access to the site and its contents will meet your requirements; the performance and reliability of the website; that data passing to and from the site will be secure and not intercepted, including personal data; and that the site will be free from viruses and/or other harmful elements, to the maximum extent permitted by applicable law.

The content of the website, including images, are owned and legally protected by rokkwell. You may not use the content, including images, in any manner unless rokkwell gives you express written permission to do so. Where content is not owned by rokkwell this is clearly stipulated on the website.

Limitation of Liability and Damages

Under no circumstances will rokkwell be liable for any indirect, punitive, incidental, special or consequential damages related to i) access, use, inability to use, security, or performance of the site; ii) the content of the site and links to third party sites; iii) your user content or other data; or iv) any other aspect related to the site, to the maximum extent permitted by applicable law.

If you are not satisfied with any aspect of the Site, your sole and exclusive remedy is to cease using the Site.

This limitation does not extend to valid product-related claims.

rokkwell’s maximum aggregate liability, and your sole remedy, for any claim associated or eventuating from these terms of use or your use of the site, is limited to the lesser of i) your total cumulative spend on rokkwell purchases over the past 12 months prior to the action giving rise to liability, or ii) $AUD500.00.

As applicable law may prevent certain limitations or exclusions of liability being in effect, some of the above limitations may not apply.

You acknowledge and agree that the essential purpose of this section is to reassign the risks of operating the site and limit rokkwell’s exposure to liability. These limitations have been relied upon in determining whether to provide you with the rights to access and use the website.

Termination

rokkwell reserves the right to: i) restrict your use of all or any part of the site and ii) modify or discontinue the site (or any part of the site), for any or no reason, at any time without notice, and without liability to you or any other parties. rokkwell also reserves the right to refuse to sell wine to customers whom it is believed are abusing rokkwell’s return policy or neglecting to adhere to any of rokkwell’s Terms and Conditions. rokwell maintains the right to prevent access to the website by blacklisting users from certain IP addresses or device numbers. Upon termination, rokkwell reserves the right to delete all of your information and data stored by rokkwell and its third parties (ie. Stripe for payment processing), except where this is required by law to be retained for a specified period.

Wine Purchase Conditions

In order to purchase wine from rokkwell, it is a requirement that you are 18 years of age or older.

Products purchased from rokkwell are for personal consumption only and are not to be resold.

ACCOMODATION

For Terms & Conditions in relation to rokkwell’s Accommodation, please refer here.