Our Promise

At On Cloud Wine, we want you to enjoy every bottle you receive. If something isn’t right, we’re here to make it right. This policy explains how returns, refunds, and cancellations work when you shop with us online at oncloudwine.co.uk.

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1. Cancellations (Before Dispatch)

If you’ve placed an order and changed your mind, you can cancel it any time before it’s dispatched.
Just email emily@oncloudwine.co.uk or call us as soon as possible with your order number.
If your order hasn’t shipped yet, we’ll process a full refund, including delivery costs.

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2. Returns (After Delivery)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your items for any reason.

To return an order:

• Email emily@oncloudwine.co.uk with your order number and reason for return.
• Items must be unopened, sealed, and in their original packaging.
• Please pack bottles securely for transit to avoid breakages.
• You’ll need to cover the cost of return postage unless the item is faulty or incorrect.

Once we receive your return, we’ll issue your refund (excluding the original delivery charge) within 14 days.

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3. Damaged, Faulty, or Incorrect Items

If your wine arrives damaged, faulty, or not what you ordered, please let us know within 48 hours of delivery:

• Send an email to emily@oncloudwine.co.uk with photos and your order number.
• We’ll offer a replacement or refund, including all delivery costs.

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4. Exceptions

We’re unable to accept returns for:

• Bottles that have been opened or partially consumed.
• Products purchased from third-party sellers or retailers.
• Gift cards or vouchers.

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5. Refund Processing

Refunds are made to your original payment method within 14 days of us receiving the returned goods.
We’ll email you to confirm once your refund has been processed.

6. Contact Us

If you have any questions about returns, please get in touch — we’re always happy to help:
📧 emily@oncloudwine.co.uk
🌐 www.oncloudwine.co.uk