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Terms and Conditions

Terms and conditions

Warehouse Wines

Terms and Conditions of Business Use

Last updated 27th September 2023

As a user of our website, and when making a purchase from Warehouse Wines, you acknowledge that you do so under these terms and conditions. We hope you will agree that they are designed to be fair to you and to us. We may change these from time to time by updating this page. Please read these Terms carefully before purchasing products from us and print and keep a copy of them for your reference.

  1. General

    1. Warranties: We warrant that the wines will be of satisfactory quality and fit for their general purpose.
    2. All orders must be placed via the website or via our sales team on 0343 224 1033
    3. The placing of an order anywhere on our website or with one of our sales team does not constitute a contract. Provided that we are able to accept your order we will send you an email to confirm your order. Our confirmation email constitutes acceptance of your order and will form a legally binding contract between us and you for the sale of the products, governed by these terms.
    4. Title will pass on delivery of the products, provided that we have processed and received payment in full for the products.
    5. You acknowledge and agree that you may not use any more than one promotion and/or discount in any one order and that promotions and discounts cannot be used in conjunction with one another.
    6. Relevant United Kingdom law will apply to these terms and conditions and the relevant courts of the United Kingdom will have exclusive jurisdiction. Here are our details should you want to contact us:

      Warehouse Wines
      St James Mill,
      Whitefriars,
      Norwich.
      NR3 1TN.
      Tel: 0343 224 1033
      Email: help@warehousewines.co.uk
    7. Availability - Wine is an agricultural product and runs out from time to time. If you order a case of wine and some of the products are out of stock we will replace them with equal or higher value wines. We promise that we will only ever replace up to three bottles without asking.
    8. Minimum size for a mix your own case is 6 wine bottles.
    9. Customer satisfaction - If you are dissatisfied with our performance in any way, please contact our customer services department immediately on 0343 224 1033.

      At Warehouse Wines, we aim to deal with all enquiries fairly, confidentially and quickly. We will acknowledge your contact within 24 hours. We try to resolve most issues immediately, but where this is not possible, we will keep you informed about progress until a satisfactory resolution has been achieved.

      We are continually improving our service, but if you have any particular ideas or suggestions about how we can improve, please send them to: suggestions@warehousewines.co.uk

  2. Age restriction

    1. We will not sell wine to anyone who isn't 18 years old or over. When you register your details you will be required to enter a valid date of birth to confirm you are 18 years old or older. By placing an order you also confirm that you are at least 18 years old.
    2. If you are buying a case of wine as a gift - the recipient must also be over 18 years old.
    3. If our couriers are in any doubt about the age of the recipient on delivery, they will request some form of ID. If the person receiving the wine is unable to produce appropriate ID, unfortunately our couriers will be unable to leave the wine.

  3. Prices and payment

    1. All prices are quoted in pounds sterling, and may be per product or per case, as marked. The prices include Value Added Tax, unless otherwise specified. Any delivery charges are additional.
    2. We accept payment by Visa, MasterCard and PayPal.
    3. Where you enter into an agreement to receive free delivery on wine orders (e.g. WinePass) you agree to us holding your payment details and charging your registered payment method as agreed. You also agree to us requesting updated details from your payment provider should the details of your payment method change and to charge the updated payment method in the same way as the original payment method. We reserve the right to take payment from another registered payment card if we fail to take payment from your default payment card or your default payment method has expired. This in no way restricts your rights to cancel.
    4. Where a particular product is part of a pre-mixed case with a general discount applied, the discounted price for the case is relative to the non-discounted prices for the constituent wines.
    5. We reserve the right to terminate any special offer at any time, without notice.

  4. Delivery and returns

    1. Where we deliver: We will deliver your wine to anywhere in the United Kingdom except for the Channel Islands (this does include Northern Ireland, the Highlands, Scottish islands, the Isle of Man and the Scilly Isles).
    2. Delivery timescales:
      1. Standard delivery - Our delivery is £4.99 per wine order to a single address. On average, orders take 3 working days, however due to current circumstances your order may take up to 5 working days. There are a few exceptions which are shown in clause D below.
      2. If you order 2 or more cases, they may not be delivered at the same time, but the delivery charge will stay the same.
      3. Our courier delivers Monday to Saturday, between 8am and 6pm. During the festive period our couriers may deliver up to 8pm.
    3. Delivery timescale exceptions:
      1. Please allow 72 hours for delivery to: Scotland and Scottish Isles: AB30-31, 33-38, 41-45, 51-56, 63; DD8-10; FK1, 3, 8, 17-21, HS1-9; IV21; IV1-11, 10-28, 30-32, 36, 40-56, 63; KA27-28; KW1-3, 5-17; PA20-49, 49-88; PH10-11, 13-26, 30-44, 49, 50; PA44; PH41-44, TR21-25; ZE1-3
      2. Isle of Man: All postcodes IM1-9
      3. Saturday delivery not available: Scotland: AB30-39, 41-45, 51-56; DD; FK16-21; G63; HS1-9; IV; KA18-19, 6-29; KW1-17; KY9-10, 13-16; ML11-12; PA20-50, 60-78, 80-88; PH; TD15; ZE1-3. Isle of Man: All postcodes IM1-9. Northern Ireland: All postcodes BT1-94
      4. We shall not be liable for any delay in delivering your wine if that delay or failure is caused by circumstances beyond our control such as, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, fire, flood, storm, pandemic or Act of God, failure of ISP or telecommunications provider in connection with the performance of this Agreement.
    4. "Spend £120 and get Free Delivery":
      1. Customers qualify for Free Delivery when spending over £120 in a single transaction to a single address and is based on our Standard Delivery option.
    5. Incorrect / missing or damaged products:
      1. In the event that any of the products in your order are incorrect, missing or damaged, please let us know within 30 days.
      2. Where the order is a single product item we will credit your Warehouse Wines store credit account for one bottle.
      3. Where the incorrect, missing or damaged product is part of a case we will credit your Warehouse Wines account with the price you paid or a proportion of the total order price representing the proportion of the incorrect, missing or damaged order contents.
    6. Cancellation and termination:
      1. You may cancel your order for any reason whatsoever at any time up to 14 working days from the day after the date you receive your wine, provided all of the products are unopened and intact.
      2. In order to cancel your order you must call us on 0343 224 1033, notify us by email on help@warehousewines.co.uk or in writing to Warehouse Wines, St James Mill, Whitefriars, Norwich NR3 1TN.
      3. It is your responsibility to hold onto the wine and take reasonable care of it until we come to collect it. Once we have confirmation the case is collected we shall reimburse the price of the wine within 10 working days.
      4. Any products collected by our carrier must be in their original box to avoid further breakages, where possible. If the packaging has become damaged or weakened the courier will not accept the package. Please call our call centre on 0343 224 1033 before requesting a collection, or as soon as possible, if this is the situation.
      5. Sorry to have to state the obvious, but once the wine has been delivered, in accordance with any specified delivery instructions, it becomes the recipient's responsibility.
      6. Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or inaccurately described goods. Further information about your rights is available from your Local Authority Trading Standards Department or Citizen's Advice Bureau. If you have any queries regarding delivery please call us 0343 224 1033 or email us at priorityone@warehousewines.co.uk
      7. Although we will normally be able to do so, we cannot guarantee to accept all orders placed via the website. You should only consider your order to have been accepted once you receive an email confirming that your order has been confirmed.
      8. We may occasionally be unable to accept orders for various reasons, for example because a product is out of stock or there was an error in the advertised price or description. If this is the case, we will let you know and, where possible, we will discuss other options with you, for example alternative products that may be available or the option of purchasing the product at the correct price.
      9. If you are in breach of these terms and/or otherwise misuse any of our voucher schemes and/or introductory offers, we reserve the right (as applicable) to: (i) cancel any order and refuse to supply any products to you; (ii) disable and/or terminate with immediate effect any of your accounts or memberships with us; and/or (iii) make a charge equivalent to the value of any voucher and/or introductory offer against the payment card used on the contravening order or take steps to redeem the products as we deem appropriate. A charge may be made to cover the cost of recovery of the products.

  5. Wine vouchers

      If you have a voucher to redeem against the purchase of wine, the following terms and conditions apply, and you agree to be bound by these terms and conditions:

    1. Promotional vouchers can only be used on orders of eligible wine cases containing 12 or more wine bottles.
    2. You must be over 18 to redeem the voucher.
    3. Vouchers are non-transferable, may not be sold at auction and have no cash alternative.
    4. All other vouchers:
      1. This voucher is for new customers only and can only be used once.
      2. A minimum spend applies to voucher use specified on the voucher.
    5. Any introductory voucher outlined in clauses f, g, h and i above can only be redeemed once and by redeeming the voucher, you are not entitled to any further introductory vouchers or other introductory offers from Warehouse Wines or its affiliates (where "you" refers to any combination of a registered user, a credit card, a credit card holder or a household). If you have redeemed any introductory voucher or other introductory offer from Warehouse Wines or its affiliates in the past, you are not entitled to participate in the offer.
    6. Where a voucher is used in breach of the above conditions, Warehouse Wines reserves the right to make a charge equivalent to the value of the voucher against the payment card used on the contravening order or take steps to recover the goods as it deems appropriate. A charge may be made to cover the cost of recovery of the goods.

  6. WinePass

    1. Introductory Offers
      1. Any WinePass Introductory Offer can only be redeemed once and by accepting an introductory offer, you are not entitled to any further WinePass Introductory Offers from Warehouse Wines or holder or its affiliates (where "you" refers to any combination of a registered user, a credit card, a credit card holder or a household). If you have taken up any WinePass Introductory Offer from Warehouse Wines or its affiliates in the past, you are not entitled to participate in the offer, but you can re-join the plan by purchasing at the normal RRP.
      2. Introductory WinePass offers cannot be combined with other introductory offers.
    2. How it works:
      1. With WinePass you get free delivery for 12 months for a fixed one off price.
      2. WinePass membership lasts 12 months from ordering. You will pay no delivery charge on wine orders for 12 months. If you cancel WinePass before the term has finished you will not receive a refund of the £12 or any part thereof. You can cancel and rejoin by going to My Account.
      3. You can cancel online at any time in the WinePass section of My Account, or by phoning our call centre on 0343 224 1033. If we don't hear from you, we will charge your card the notified price of the WinePass renewal. The address and Credit/Debit Card details for your WinePass subscriptions are specific to WinePass and may vary from the default details on your account.
      4. Should you wish to cancel your WinePass membership, you may do so at any time by calling us on 0343 224 1033. If you wish to notify us in writing you may do so by post or emailing us at help@warehousewines.co.uk.
    3. You consent to us holding and using your payment card or PayPal details under this section for the purpose of obtaining payment for each WinePass renewal whilst you are on WinePass.
    4. Should we change the Terms and Conditions of WinePass from time to time, we will notify you so that there are no nasty surprises.
    5. We will let you know before your WinePass membership is renewed. If you don't tell us before the renewal date that you don't wish to continue your WinePass membership, your charge will not be refunded.

  1. Data Protection

    1. For information about our Cookies - click here.
    2. For information on our Privacy Policy - click here.

  2. Security

    1. If you are nervous about shopping on the web, don't be. We use secure servers with state-of-the-art encryption and secure sockets layer (SSL) technology for the transfer of credit card information. Additionally, we have security measures in place to protect our customer database and access to this database is restricted internally.
    2. To make sure that you don't have to worry, we will make good any losses suffered by you and charged to you by your credit card company, up to a maximum of £1,000 through the unlawful use by a third party of your credit card or credit card information directly as a result of your use of our web site.
    3. It is your responsibility to protect your password from being disclosed to any third party.

  3. Intellectual Property Rights

    1. You agree and acknowledge that we own or are licensed to use all copyright, database rights, trade marks and other intellectual property rights in and to all parts of this web site, and to the business of Warehouse Wines, the structure, design and layout of the web site and the styles of the wines.
    2. You are entitled to use our web site in accordance with these Terms and Conditions only. You must obtain our prior written consent before you use our web site or any part of it in any other manner.
    3. All persons, individual and corporate, are prohibited from providing hypertext or other links to the warehousewines.co.uk web site, other than to our home page, from their own web site or from a third party's web site, without our prior written consent.

  4. Limitation of Liability

    1. Nothing in these Terms and Conditions shall exclude Warehouse Wines' liability for personal injury or death caused by its negligence.
    2. We will not be liable for any loss or damage caused by us or our employees or agents in circumstances where:
      1. loss or damage was not foreseeable to both parties when the contract was formed;
      2. loss or damage was not caused by any breach on the part of the supplier;
      3. loss or damage relates to business and/or non-consumers.
    3. Subject to Clause 10a we will not be liable for loss or damage caused by the customer handling of our products. In particular we will not be liable for spillages or breakages.
    4. Customers should also be aware of the following inherent risks and warnings:
      1. Alcohol should be consumed in moderation.
      2. A case of wine is heavy so extra care should be taken when lifting it. If you are concerned about the weight we advise that you transfer the bottles 1 or 2 at a time.
      3. Red wine in particular may cause staining if spilt so extra care should be taken.
      4. Sparkling wines and champagnes can be volatile due to the build-up of gases, extra care should be taken when opening these.