Return Policy

VinoVoss is a marketplace platform partnering with licensed wine merchants across the United States. All products are supplied and fulfilled by independent licensed retailers, and deliveries are shipped directly from their warehouses to your door.Each merchant operating on VinoVoss is an independently licensed retailer with their own internal return policies, fulfillment practices, and state-specific compliance rules. The terms below describe the VinoVoss marketplace minimum return policy that all participating merchants honor. Individual merchants may, at their discretion, offer additional flexibility beyond these terms or apply stricter terms where required by state law.

Shipping & delivery details

Shipping methods, delivery times, costs, and any retailer-specific requirements vary by the merchant fulfilling your order. Tracking information will be provided once your order ships. An adult aged 21 or older must be present with valid ID at the time of delivery.

Order cancellations

  • Generally, an order can be cancelled for a full refund within twenty-four (24) hours of purchase, provided the order has not yet entered the merchant's fulfillment process.
  • To request an order cancellation, please email support@vinovoss.com. Our customer support team will do their best to accommodate your request; however, cancellations cannot always be guaranteed.
  • Excludes Pre-Arrivals, Futures, En Primeur, allocated, and limited-release wines: No cancellations, no refunds, and no returns are allowed.

Order processing time

Orders are typically processed within 1–5 business days and tracking details are provided when orders ship. On rare occasions, orders may take longer to process due to merchant inventory or compliance checks.

Shipping notice

If you have not received a shipping notice within ten (10) days of placing your order, please email support@vinovoss.com.

Undelivered shipments

If your tracking details suggest that your order has been delivered but you have not received the shipment, please contact support@vinovoss.com within seven (7) days of the reported delivery date. We will require your cooperation and assistance with getting relevant information from people and services that have access to your deliveries.Orders may be returned after three (3) unsuccessful delivery attempts. An adult aged 21 or older must be present with valid ID at the time of delivery to accept the shipment. In case of an unsuccessful attempted delivery, the courier will leave a door tag. Please make all necessary arrangements with the courier service to ensure delivery or pickup at the nearest courier depot before the shipment is returned. Since we cannot guarantee exact delivery dates, we do not accept liability for costs associated with shipping to temporary locations (hotels, holiday homes, etc.) in case of failed deliveries.If all delivery attempts fail, if the delivery is declined, or if the delivery address is incorrect, we may deduct repackaging and return costs from your refund.If delivery is attempted unsuccessfully, or if there are other issues with receiving the shipment, please email support@vinovoss.com, and we will assist. Our primary focus is to help resolve issues in your favor whenever possible, regardless of courier responsibility.

Returns

In the event you receive an incorrect wine, your wine is damaged when received, or there is a verifiable issue with your order, you may be eligible for a credit, refund, or replacement.If you are not satisfied with your order for reasons other than damage or incorrect items, please promptly contact support@vinovoss.com within thirty (30) days of confirmed delivery so we can best assist you. Please provide your order number and explain the reason for your dissatisfaction. Returns unrelated to product condition or accuracy will be reviewed on an individual basis and may be declined according to merchant policy or applicable state law. We will review the specific circumstances of return requests and coordinate with the fulfilling merchant.If your order contains damaged or incorrect items, please promptly contact support@vinovoss.com within three (3) days of confirmed delivery with photo documentation of the damage or incorrect items. Retain the product, even in case of breakage, as the merchant may request it be returned for successful resolution. The fulfilling merchant may, through VinoVoss, require you to provide additional pictures of the bottle, label, and packaging, or other evidence of the damaged or incorrect product. If a replacement is not available, you will be issued a refund once the item(s) in question are returned in the condition they were received. Return requests may be rejected if it cannot be verified that the product is damaged, incorrect, or that a legitimate order issue exists.The fulfilling merchant's own return policy applies to your specific order in addition to these marketplace terms. Where the merchant's policy is more restrictive than the marketplace minimum, the merchant's policy may apply to specific aspects of your return and may take precedence over the VinoVoss minimum where necessary (for example, due to state alcohol laws limiting returns from your delivery location). In such cases, VinoVoss will coordinate between you and the merchant to find a resolution.

Eligibility for return

To be eligible for return, the following conditions must be met:
  • Bottles must be unopened, with the original seal intact.
  • Items must be returned in the original packaging and condition in which they were received.
  • The order must be eligible for return under applicable state and federal alcohol laws.
  • All returns require prior authorization. Unauthorized returns will not be accepted and may be returned to sender at the customer's expense.
  • A return must be requested within thirty (30) calendar days of the confirmed date of delivery to be considered. Orders containing damaged or incorrect items must be reported with documentation within three (3) calendar days of confirmed delivery.
  • No returns are allowed for Pre-Arrivals, Futures, En Primeur, allocated, and limited-release wines.

Return costs

For approved returns that meet the eligibility criteria above, we will provide a prepaid return shipping label at no additional cost. An adult aged 21 or older must be present with valid ID for the carrier pickup of the returned shipment.Original shipping charges, applicable taxes, and delivery surcharges are non-refundable.

Refunds

Approved refunds will be issued to the original payment method within 5–10 business days after the returned product is received and inspected by the fulfilling merchant.

Merchant discretion and policy variation

Each return request is reviewed individually by the fulfilling merchant. Merchants reserve the right to approve, deny, or modify any return request based on:
  • The condition of the returned product
  • Applicable state and federal alcohol laws
  • The merchant's own return policy and operating practices
  • The specific circumstances of the order
In some cases, a merchant's individual policy may be more flexible than the VinoVoss marketplace minimum (for example, accepting returns beyond 30 days, or accommodating specific customer requests). In other cases, a merchant's policy or applicable law may impose additional restrictions. VinoVoss facilitates the return process between customer and merchant; ultimate responsibility for the product, fulfillment, and final approval lies with the fulfilling merchant. We will work to ensure all returns meet the VinoVoss marketplace minimum where applicable law permits.

Marketplace disclaimer

VinoVoss is not the seller of record. We are not responsible for shipping delays, pricing discrepancies, merchant availability, product quality, or dissatisfaction with the product received. We will assist with dispute resolution between customer and merchant; ultimate responsibility lies with the fulfilling merchant.
By placing an order through VinoVoss, you acknowledge and agree to the following:
  • All payment transactions are processed securely through our platform on behalf of the merchant.
  • Fulfillment timelines, shipping methods, and any applicable taxes are determined by the merchant fulfilling your order.
  • An adult aged 21 or older must be present with valid ID at the time of delivery.
  • Merchants reserve the right to reject or cancel any order, including when a product is unavailable or cannot legally be shipped to your location.

Contact us

Contact us about an order, return, or refund: Please email support@vinovoss.com at your earliest convenience, and within thirty (30) calendar days of confirmed delivery.Contact us about something else: Please use our contact form at vinovoss.com/contact.