Where to find information about us and our products

You can find everything you need to know about our products on our websites before you order.

When you purchase any of our products or subscriptions you are agreeing that:

• You are at least 18 years of age.
• Sometimes we reject orders.
• We charge you when you subscribe
• We charge interest on late payments.
• We’re not responsible for delays outside our control.
• Products can vary slightly from their pictures.
• You’re responsible for making sure your account details are accurate
• Returning unfit products
• You can end an on-going contract (find out how).
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw products.
• We can end our contract with you.
• Compensation for loss.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.

You are at least 18 years of age

Our wine products may only be sold to those who are 18 years or older. There must be an adult present to sign for all delivery of TWCO Products and a valid government ID may be requested at the point of delivery.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because we can’t verify your age (where the product is age-restricted), because you are located outside our delivery areas, as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you subscribe.

Payment will be taken monthly on the date of your initial subscription and the cost will include

If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of [ ]% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: info@oenogroup.com  to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.

Products can vary slightly from their pictures

A product’s true colour may not exactly match that shown on your device or its packaging may be slightly different.

You are responsible for ensuring that your account details are accurate.

It is your sole responsibility to ensure that all of the information provided on your account is kept up to date and accurate at all times. This includes any information in relation to the payment method used for your subscription and the appropriate delivery address.

Returning unfit products

We only replace items that are faulty. As wine is a perishable good, no refunds are offered for our wine products. If your wine is faulty, we may request photographic evidence of the fault. If you can provide the evidence, a replacement will only begin to be processed if you contact customer service within a month of you having received the wine. All replacements are at the manager’s discretion. Where appropriate a replacement product will be issued in lieu of a full refund.

We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.

When and how we refund you. If your product is a service, digital content or goods that haven’t been delivered or that we’re collecting from you, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We may charge a reasonable restocking fee at our sole discretion.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, a subscription to our monthly wine club) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact our Customer Service Team: info@oenogroup.com

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team: info@oenogroup.com We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

We can change products and these terms

Changes we can always make.

 We can always change a product:

• to reflect changes in relevant laws and regulatory requirements;
• to implement minor technical adjustments and improvements, for example to address a security threat. These are changes that [don’t affect your use of the product; and
• to update digital content, provided that the digital content always matches the description of it that we provided to you before you bought it. We might ask you to install these updates.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product. 

We let you know, may adjust the price and may allow you to terminate.

 We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency.

We can withdraw products

We can stop providing a product, such as a subscription for digital content or goods. We let you know at least 7 days in advance and we refund any sums you’ve paid in advance for products which won’t be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

• you don’t make any payment to us when it’s due and you still don’t make payment within 3 days of our reminding you that payment is due;
• you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example;
• you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us.

Compensation for loss

We will not be held responsible for losses you suffer caused by the breaking of this contract.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice viewable via https://oenogroup.com/privacy-policy/    

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us or our products as per our Complaints policy.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact our Customer Service Team to end the contract within 14 days of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.