Refund policy

We have a 14 days return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, or unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@jiuxian.com. and provide a detailed reason why you would like to return your products so we can review this. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@jiuxian.com.

Damages and issues
We make great efforts to ensure that your order reaches you in great condition. All our parcels are packed with the utmost care but mistakes can happen and very occasionally items are damaged in transit. Please inspect your order promptly upon receipt and contact us immediately if you have received the wrong item or if there are any damaged or defective items in your order. We can then evaluate the issue and make it right. You must contact us and make us aware of any issues within 14 days of delivery otherwise we may not be able to accept a return.

Returns 
If you wish to return any item from your order, please contact us beforehand. For damaged or defective items please note that you must include pictures with your email before sending your return. Please note that as cork is a natural material with inherent flaws we are unable to accept returns for cork failure under any circumstances.

Please be aware that we are currently unable to directly organize returns for orders shipped outside of the United Kingdom. This means that if, for any reason, you need to return an item from an international address, you will be responsible for arranging the return shipment.

We understand this may be inconvenient, and we want to assure you that we will still cover the cost associated with the return, subject to the following conditions

   1. Return Cost Limit: The cost of the return shipment must not exceed 20% of the original shipping cost you paid when placing your order. For example, if your original shipping cost was £50, the maximum return shipping cost we will reimburse is £10 including your original £50.
   2. Prior Agreement Required: Before proceeding with any return, you MUST contact us for approval. Please provide us with details of the issue, images, if necessary, and a quotation for the return shipping cost. We will then review the information and provide written confirmation of the agreed-upon reimbursement amount, which will never exceed 20% of the original shipping cost.

Without prior acknowledgement and agreement from China Wine & Spirit (UK) Co. Ltd, we will not be able to reimburse any return shipping costs.

In all other cases, you will be responsible for the cost and risk of returning the product to us.

Exceptions / non-returnable items

Certain types of items cannot be returned, including but not limited to the following:

Custom products, including special orders
Personalised items
Sale items
Gift cards
Please get in touch if you have questions or concerns about your specific item.

Refunds

Refunds and Replacements 
We will contact you once we’ve received and inspected your return to let you know the status of your refund request. If approved, you’ll be offered either a replacement item if stock is available or you can choose to be refunded via your original payment method. Refunds are exclusive of postage cost. If you received free postage with your original order our postage costs will be deducted from your refund.

Please remember it can take some time for your bank or credit card company to process your refund and monies may not become available immediately.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@jiuxian.com.