Q is a small, single-vineyard producer in the Waitaki Valley. We take care with every bottle that leaves us. If something isn’t right with your order, please get in touch and we’ll do our best to put it right.
Your Rights Under New Zealand Law
All wine purchased directly from Q Wine is covered by the Consumer Guarantees Act 1993 and other applicable New Zealand consumer protection laws.
Our wine must be of acceptable quality, fit for its intended purpose and match its description. If something is wrong, you are entitled to the remedies provided by law.
Nothing in this policy limits your statutory consumer rights.
Faulty Wine
Occasionally, a bottle may not be as it should. This includes genuine wine faults such as cork taint, oxidation or heat damage occurring before delivery.
If you believe a bottle is faulty, please contact us. Depending on the circumstances and your rights under the Consumer Guarantees Act, we will arrange an appropriate remedy, which may include a replacement or refund.
Where possible, please retain the bottle and any remaining wine, as this helps our winemaker investigate the fault. A photograph of the label and closure is also useful.
We understand that faults are not always discovered immediately, particularly with wines that have been cellared. Claims will be considered in accordance with your rights under New Zealand law.
Damaged or Incorrect Deliveries
If your order arrives damaged, leaking, incomplete or contains the wrong wine or vintage, please contact us as soon as possible.
Photographs of the bottles, packaging and delivery label are helpful when investigating courier damage.
Where Q Wine is responsible for the issue, we will arrange an appropriate replacement or refund and cover any necessary return or replacement freight.
Change of Mind
We do not generally accept returns or provide refunds for a change of mind or personal taste preference.
Wine is sensitive to storage conditions, and once it has left our care, we cannot guarantee how it has been handled or stored.
If you wish to cancel an order before dispatch, please contact us as soon as possible. If the order has not been dispatched, we will cancel it and issue a full refund.
Once an order has been dispatched, change-of-mind cancellations are not generally available.
This does not affect your rights where goods are faulty, damaged or incorrectly supplied.
Purchases Through Other Retailers
This policy applies to wine purchased directly from Q Wine.
If you purchased Q through a restaurant, wine retailer or another stockist, please contact the business where you made your purchase in the first instance. They are responsible for addressing your consumer rights as the retailer.
You are also welcome to contact us if you have a question about the wine itself.
Returning Wine
Please contact us before returning any wine so we can discuss the issue and arrange an appropriate return where necessary.
If a return is required because of a fault or error for which Q Wine is responsible, we will cover reasonable return freight costs.
How to Make a Claim
Email jules@qwine.co.nz with your order number, a brief description of the issue and photographs where relevant.
We will review the details and contact you to arrange an appropriate resolution.
Refunds
Approved refunds will be issued to the original payment method wherever possible.
We aim to process refunds within five working days of confirmation. Your bank or payment provider may require additional time for the funds to appear.
Contact Us
For returns or faulty wine enquiries, please contact:
Email: jules@qwine.co.nz
Website: qwine.co.nz
PO Box 147563, Ponsonby, Auckland 1144, New Zealand