Refund policy

Seller of the Goods

Products offered through Degusto are sold by our respective partner wineries. The winery indicated on the product page is the legal seller and contractual partner of the customer.

Degusto provides the technical platform for ordering, payment and communication and supports customers and wineries with returns, withdrawals and complaints.

14-Day Right of Withdrawal

Consumers generally have the right to withdraw from an online purchase within 14 calendar days without giving any reason.

The withdrawal period begins on the day the goods are received. If an order is delivered in several separate shipments, the period generally begins upon receipt of the final item.

To exercise the right of withdrawal, you must inform us of your decision within this period by means of a clear statement.

For an easy process, you can contact us at contact@degusto.lu. We will coordinate the next steps with the respective seller.

Returning the Goods

After notifying us of your withdrawal, the goods must be returned without undue delay and no later than 14 days after communicating your decision to withdraw.

As the products are sold directly by our partner wineries, returns must generally be sent to the respective winery. The appropriate return address will be provided once we receive your return request.

The direct cost of returning the goods is borne by the customer, unless the respective winery explicitly agrees to cover these costs.

Please do not send products directly to Degusto without contacting us first.

Condition of Returned Products

You may inspect the goods in the same way as you would reasonably be able to in a physical shop. The seller may deduct an amount from the refund if the value of the goods has been reduced as a result of handling beyond what is necessary to inspect them.

For wine, bottles should therefore be returned, where possible, unopened, undamaged, with their original labels and in their original packaging.

Opening or consuming a bottle may result in a reduction in value, which may be taken into account when determining the refund amount.

Exceptions to the Right of Withdrawal

The statutory right of withdrawal may not apply in certain cases provided for by law, for example to goods that are made according to the customer’s individual specifications or clearly personalised.

If a product is excluded from the right of withdrawal, this will be clearly indicated before the order is completed.

Refunds

Following a valid withdrawal, payments received for the returned goods, including the cost of the least expensive standard delivery option offered, will be refunded.

Additional costs resulting, for example, from choosing express delivery or another more expensive delivery method will not be refunded.

Refunds will generally be made using the same payment method used for the original transaction and no later than 14 days after receipt of the withdrawal notice.

The seller may withhold the refund until the goods have been returned or until you provide proof that the goods have been sent back.

Damaged, Incorrect or Defective Products

If a product arrives damaged, you receive the wrong product, items are missing, or the goods are otherwise defective, please contact us as soon as possible at contact@degusto.lu.

Where possible, please include your order number and photos of the product and its packaging.

Degusto will assist with the process and communication with the respective winery. As the winery is the seller of the goods, it is responsible for properly fulfilling the order and for the applicable statutory consumer rights.

In the case of a justified complaint concerning defective or incorrectly delivered goods, the customer will not be charged any necessary return shipping costs.

Damage During Transport

If a parcel or bottle has been damaged during transport, please contact us as soon as possible after receiving the delivery at contact@degusto.lu.

Photos of the damaged goods, outer packaging and shipping label will help the respective winery process the claim with the shipping provider.

Your statutory consumer rights are not affected.

Orders from Multiple Wineries

If an order contains products from several wineries, the respective products are sold and shipped by each individual winery.

A return or withdrawal may therefore also apply only to products from a particular winery. The goods must be returned to the respective responsible winery.

Degusto can coordinate the communication and provide you with the appropriate return information.

Cancellation Before Shipping

If you would like to cancel an order before it has been shipped, please contact us as soon as possible at contact@degusto.lu.

If the winery has not yet processed or shipped the order, we will try to arrange the cancellation immediately. Your statutory right of withdrawal remains unaffected.

Contact for Returns and Withdrawals

For questions, returns, complaints or to exercise your right of withdrawal, please contact:

Degusto S.à r.l.
Email: contact@degusto.lu

Degusto will assist with the process and communication with the respective seller.

Sample Withdrawal Statement

I hereby withdraw from the purchase contract concluded by me for the following goods:

Order number:
Ordered on / received on:
Name:
Address:
Date:

A signature is only required if the statement is submitted on paper.