Guarantee

We care about our products and naturally do our best to deliver them to you in top condition. However, it sometimes happens that an order is damaged during transport or that something else happens that means you can make a claim under the warranty. Legally, 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 replacement free of charge.
If the wine does not arrive to you in good condition (leaking, damaged), email us immediately and we will come up with a suitable solution.
Shipment that has a scan with “delivered”, but you have not received the wine. This notification must be reported within one month. Preferably as soon as possible because of the investigation that will then take place. We will not process reports received after the month has passed.
When assessing a warranty claim, it is taken into account that some very old vintages may not be of good drinking quality. Therefore, we cannot guarantee the condition of the wine sold.

Complaints

It can always happen that something doesn't go exactly as planned. We recommend that you first report any complaints 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 https://www.webwinkelkeur.nl/consument/geschil/. From February 15, 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=NL. If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.