Refund policy

1. Your Rights Under Australian Consumer Law (ACL)

Our goods and services (including wine, beer, olive oils and vinegars) come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to:

• A replacement or refund for a major failure, and

• Compensation for any other reasonably foreseeable loss or damage, and

• Repair or replacement if the goods fail to be of acceptable quality and the failure is not a major failure.

Nothing in this policy limits your rights under the ACL.

2. Damaged, Faulty or Incorrect Items (Wine, Beer, Olive Oils & Vinegars)

Please contact us within 7 days of delivery if:

• Your order arrives damaged or broken

• You receive the wrong product

• The wine or beer is faulty (e.g. obvious spoilage, oxidation on opening, off odours/flavours inconsistent with the style)

• The olive oil or vinegar is faulty (e.g. rancid, clearly spoiled or otherwise not of acceptable quality on opening)

Email info@generosabay.com.au with:

• Your name and order number

• A description of the issue

• Clear photos of:

• The outer packaging

• The product labels (wine, beer, olive oil or vinegar)

• The issue itself (e.g. broken bottle, leakage, faulty closure)

Our remedy
Once we have assessed the issue, and in accordance with the ACL, we will, at our cost and at your choice where required:

• Replace the affected items, or

• Provide a refund, or

• Provide store credit (where appropriate)

We may:

• Arrange collection of the damaged/faulty goods, or

• Ask you to safely dispose of them

If you do not notify us of the issue within 7 days of delivery, we may not be able to assist under this policy, although your rights under the ACL may still apply.

3. Change of Mind Returns

Generosa Bay does not offer change of mind returns or refunds for wine, beer, olive oils or vinegars purchased online, in addition to your rights under the ACL.

We do not provide refunds or exchanges if you:

• Change your mind

• Make an incorrect selection

• Decide you no longer want the product

unless required by law (for example, where there is a failure to comply with a consumer guarantee under the ACL).

4. Heat, Storage and Product Faults (Wine, Beer, Olive Oils & Vinegars)

We take care to pack your order appropriately and use reputable carriers. However:

• Heat exposure: If you request or consent to delivery instructions that may expose products to heat (e.g. “leave at front door” during hot weather), we cannot guarantee against heat damage once the parcel has been delivered according to your instructions. This applies to wine, beer, olive oils and vinegars.

• Wine & beer faults: Genuine faults (e.g. obvious spoilage on opening, oxidation, refermentation in nonsparkling products, off odours/flavours inconsistent with the style) are treated under section 2. We may ask that:

• Most of the contents remain in the bottle/can, and

• The container and closure be available for inspection (or for clear photos and batch details).

• Olive oil & vinegar faults: Genuine faults (e.g. rancidity, clear spoilage or other defects on opening) are also treated under section 2. We may ask that:

• Most of the contents remain in the bottle, and

• The bottle and closure be available for inspection (or for clear photos and batch details).

5. Delivery Issues (Lost, Missing or Delayed Parcels)

If your order:

• Does not arrive by the estimated delivery date

• Arrives incomplete

• Is delivered to the wrong address

please contact us within 7 days of the estimated delivery date.

We will:

1. Investigate with our delivery partner, and

2. Where the parcel is confirmed lost or misdelivered and not recovered, we will:

1. Replace the order, or

2. Provide a refund.

If incorrect or incomplete delivery details were supplied by you, additional redelivery or replacement costs may apply.

6. How to Make a Return or Claim

1. Contact us at info@generosabay.com.au with your order number and details of the issue.

2. We will confirm whether your claim is covered by this policy or the ACL and provide instructions or arrange collection, if applicable.

3. If you are asked to return goods, pack the items securely to prevent breakage or leakage in transit.

4. Once we receive and inspect the goods (where required), we will process your replacement, refund or store credit within 7 business days.

7. Refund Method

• Refunds are normally processed to your original method of payment.

• If this is not possible (e.g. expired card), we may issue a store credit or arrange another method by agreement.

• Bank and card processing times may vary and are outside our control.

8. Exclusions (Subject to ACL)

Subject always to your rights under the ACL, we do not generally accept returns or provide refunds for:

• Wine, beer, olive oils or vinegars damaged after delivery due to misuse, neglect or incorrect storage

• Products that are not to your personal taste (where there is no genuine fault)

• Change of mind situations (see section 3)

• Sale or clearance items clearly marked as “no change of mind returns” (your ACL rights still apply)

9. Contact Details

For all return and refund enquiries, please contact:

Generosa Bay
Email: info@generosabay.com.au

Returns address (by prior arrangement only):
PO Box 180
St Agnes, SA, 5097