Refund policy

Returns and Refund Policy

Last updated: 29 September 2026

This Returns and Refund Policy applies to consumer purchases made through rougeandcolondon.com.

It should be read together with our Terms and Conditions of Sale and Website Use.

Rouge & Co. London does not offer a general goodwill return or exchange period beyond the rights required by applicable consumer law.

1. Change-of-Mind Cancellations

If you purchase goods from us online as a consumer, you will generally have the legal right to cancel your order without giving a reason within 14 days of receiving the goods.

To exercise this right, you must notify us before the cancellation period expires.

Please contact:

sales@rouge-london.co.uk

Include your name and order number where possible.

You may also use the model cancellation form contained in our Terms and Conditions, although you are not required to do so.

2. Returning an Order

If you cancel an order, please contact us before sending any products back.

We will provide the correct authorised return address and return instructions.

Do not send returns directly to our registered office, warehouse or London City Bond unless we specifically instruct you to do so.

After notifying us that you wish to cancel, you must normally return the relevant goods within 14 days.

For an ordinary change-of-mind return, you are responsible for the direct cost of returning the goods, unless the law requires otherwise.

Returned wine must be securely and appropriately packaged to prevent damage in transit.

3. Condition of Returned Products

You may inspect products only to the extent reasonably necessary to establish their nature and characteristics.

If products have been handled beyond what would reasonably be permitted when examining them in a shop and their value has been reduced, we may make a deduction from your refund to reflect that reduction in value, where permitted by law.

Opening, uncorking, unsealing, consuming or materially damaging a bottle will normally significantly reduce its resale value.

This may result in a deduction from a change-of-mind refund.

This does not affect your rights where a bottle was opened in order to identify or investigate a genuine product fault.

4. Damaged, Incorrect or Missing Products

Please inspect your order as soon as reasonably possible after delivery.

a bottle has been damaged or broken in transit;
you receive the wrong product;
products are missing from your order; or
the goods otherwise appear not to conform to your order.

Email:

sales@rouge-london.co.uk

Please include your order number.

To help us investigate the issue with our delivery provider, we may ask you to provide photographs of:

the outer parcel;
shipping label;
internal packaging;
damaged bottles; and
any other visible damage.

Where reasonably practical, please retain the packaging until we confirm that it is no longer required.

These requests do not affect your statutory consumer rights.

5. Faulty or Corked Wine

Wine is a natural product and genuine faults may occasionally occur.

If you believe that a bottle is corked, oxidised or otherwise genuinely faulty, please contact us as soon as reasonably possible after discovering the issue.

Where practical, please retain:

the bottle;
cork or other closure;
remaining wine;
proof of purchase; and
any relevant photographs.

We may ask for reasonable evidence so that we can assess the issue.

Personal preference does not constitute a product fault. For example, simply not enjoying a wine's taste, style, sweetness, acidity, tannin, aroma or grape variety does not mean that the product is defective.

Natural sediment, tartrate crystals, bottle variation or other characteristics naturally associated with wine do not necessarily constitute faults.

Nothing in this section affects your statutory rights in relation to genuinely faulty goods.

6. Faulty or Misdescribed Goods

Nothing in this Policy limits your legal rights where goods are:

faulty;
not of satisfactory quality;
not fit for an applicable purpose;
materially different from their description; or
otherwise not in conformity with the contract.

Where we are legally responsible for the cost of returning faulty, damaged, incorrect or misdescribed goods, the customer-paid return provisions that apply to change-of-mind returns will not apply.

Please contact us before returning such products so that we can provide the appropriate instructions.

7. Refunds for Change-of-Mind Cancellations

Where you validly exercise your statutory cancellation right, we will refund the amounts required by law.

This will normally include:

the price paid for the returned goods; and
where required, the cost of our least expensive standard delivery option.

If you selected a more expensive delivery service than our standard option, we are not required to refund the additional delivery premium.

Where legally permitted, we may withhold your refund until:

we receive the returned goods; or
you provide satisfactory evidence that they have been returned,

whichever occurs first.

8. Refund Method

Approved refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.

Refunds will be processed within the period required by applicable law.

Please note that, after we issue a refund, your bank, card issuer or payment provider may require additional time to show the funds in your account. Processing times imposed by your payment provider are outside our control.

9. Failed Deliveries

If an order is returned to us because delivery could not be completed due to circumstances for which you are responsible, including:

nobody being available to receive the order;
failure to provide satisfactory proof of age;
an incorrect or incomplete delivery address;
inability to access the delivery location; or
refusal of delivery without a legal basis,

we may charge you reasonable additional costs actually incurred for redelivery, return to sender or storage, where permitted by law.

If the order is ultimately cancelled, we will refund any amount legally due to you after deducting any costs that we are lawfully entitled to retain.

10. No Additional Goodwill Returns

Unless we expressly agree otherwise, Rouge & Co. London does not offer a general 30-day return policy, free change-of-mind returns or automatic exchanges beyond your statutory consumer rights.

If we choose to offer a refund, replacement, credit or other gesture outside your statutory rights on a particular occasion, this is discretionary and does not create an ongoing entitlement or amend this Policy.