Refund policy
Return & Refund Policy
The Great Wine B.V. (“we”, “us”, “our”) is committed to ensuring your satisfaction with every purchase. This Return & Refund Policy applies to all orders placed through our online store at thegreatwine.nl.
You can submit a return or cancellation request directly through your customer account.
1. Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with the EU Consumer Rights Directive (2011/83/EU) and Dutch civil law (Burgerlijk Wetboek, Book 6, Articles 230o–230z), you have the right to withdraw from your purchase within 14 calendar days without giving any reason.
The withdrawal period starts the day after you (or a person designated by you) receive the goods. If your order consists of multiple shipments, the withdrawal period starts the day after you receive the last shipment.
To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement (e.g. an email) before the 14-day period expires.
2. Conditions for Returns
To be eligible for a return, the following conditions must be met:
• Wine bottles must be unopened and with the original seal intact
• Products must be undamaged and in their original packaging
• Returns must be initiated within 14 calendar days of receiving your order
• You must provide proof of purchase (order confirmation or invoice)
We cannot accept returns of wine bottles that have been opened, damaged due to improper handling by the customer, or that are missing their original seal or packaging.
3. How to Initiate a Return
To start a return, please contact us at:
• Email: info@thegreatwine.nl
• Subject line: Return Request – [Your Order Number]
We will confirm your return request and provide you with return instructions, including the return shipping address. Please do not send items back without contacting us first.
4. Return Shipping Costs
The cost of return shipping is the responsibility of the customer, unless the product is defective or we have sent the wrong item. We strongly recommend using a tracked shipping service with appropriate packaging for wine bottles to prevent breakage during transit. We are not responsible for items lost or damaged during return shipping.
5. Refunds
Once we have received and inspected your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 14 calendar days of receiving the returned goods. The refund will be issued to your original payment method.
We will refund the full purchase price of the returned items, including the standard outbound shipping costs you paid (if applicable). If you chose a more expensive shipping option than the standard delivery, we will only refund the cost equivalent to our standard shipping rate.
6. Defective or Incorrect Products
If you receive a defective product (e.g. corked wine, broken seal, or damaged bottle) or an incorrect item, please contact us within 48 hours of delivery. In these cases, we will arrange a free return and provide a full refund or replacement at your choice.
7. Exchanges
We do not offer direct exchanges. If you wish to exchange a product, please return the original item following the process above, and place a new order.
8. Legal Conformity Guarantee
Under EU law, you are entitled to a legal guarantee of conformity for a period of two years from the date of delivery. This means that if a product does not conform to the sales contract (e.g. it is not as described), you have the right to request repair, replacement, a price reduction, or a full refund.
9. Contact Information
The Great Wine B.V.
Zaltbommelseweg 22, 5341 PD Oss, The Netherlands
Chamber of Commerce (KvK): 93652763
VAT number: NL866481606B01
Email: info@thegreatwine.nl
This policy was last updated on 17 March 2026.
Right of withdrawal and model withdrawal form
You have the right to cancel your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party designated by you, take physical possession of the goods.
To exercise your right of withdrawal you can use the button below, or send us an unequivocal statement by email. You may use the model form below, but this is not obligatory.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To: The Great Wine B.V., Nieuwe Hescheweg 37, 5342 EC Oss, the Netherlands, info@thegreatwine.nl
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
