Guarantee

We care about our products and logically do our best to deliver them to you in top condition. However, it sometimes happens that an order breaks during transport or that something else happens that entitles you to a warranty claim. From a legal point of view, you are obliged to report this to us within one month of discovering the defect. If the defect falls within the warranty, we will arrange for a replacement free of charge.
If the wine does not arrive in good condition (leak, damaged), email us immediately and we will come up with a suitable solution.
Shipments that do have a scan with "delivered", but you have not received the wine. This report must be reported within one month. Preferably as soon as possible because of the investigation that will take place. We will not process reports received after the elapsed month.
When assessing a warranty claim, it is taken into consideration that some very old vintages may not be of good drinkable quality. Therefore, we cannot guarantee the condition of the wine sold.

Complaints

It can always happen that something doesn't go quite as planned. We recommend that you first make complaints known to us by emailing info@kelderwijnen.nl. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/consument/geschil/. From 15 February 2016, it is also possible for consumers in the EU to report complaints through the European Commission's ODR platform. This ODR platform can be found on https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=NL. If your complaint is not yet under consideration elsewhere, you are free to deposit your complaint via the European Union platform.