WALA Quality Assurance, Money-Back Guarantee & Return Policy

1. Our Money-Back Guarantee

Your confidence matters to us, whether you purchase an everyday bottle or a special vintage.

If you receive a wine that is damaged, incorrect, or confirmed to be defective, WALA will provide an appropriate replacement or refund in accordance with this policy.

Our guarantee covers:

• Damaged goods: Bottles that arrive broken, leaking or visibly damaged.
• Incorrect orders: Wines that do not match your order, including an incorrect product, vintage or bottle size.
• Genuine wine defects: Wines confirmed to have quality defects, such as cork taint or premature oxidation.
• Authenticity concerns: Wines confirmed not to be authentic or materially misrepresented.

The guarantee applies to eligible wines regardless of their purchase price.

For approved claims, we will arrange a replacement or refund at no additional cost to you.

2. Damaged Goods Upon Delivery

Please inspect your order upon receipt.

If a bottle arrives broken, leaking or visibly damaged, please:

• Inform our delivery partner immediately, where possible; or
• Contact WALA within 24 hours of delivery, providing your order number, a description of the issue and photographic evidence.

Email: contact@walaclub.sg

Telephone: +65 8685 7809

For verified damage occurring before or during delivery, WALA will arrange a replacement or full refund for the affected items at no additional cost.

We encourage prompt reporting to help us investigate and resolve delivery issues efficiently.

This reporting period does not limit statutory rights under applicable Singapore law.

3. Incorrect Orders

If you receive a wine different from the one ordered, including an incorrect producer, vintage, bottle size or SKU, please contact us as soon as possible.

To facilitate an exchange:

• Keep the incorrect bottle unopened.
• Ensure the original seal remains intact.
• Retain the original packaging where reasonably possible.
• Provide your order number and photographs of the product received.

Once the error is verified, WALA will arrange an exchange for the correct product at no additional cost.

If the correct product is unavailable, we will offer a full refund for the affected item.

4. Wine Quality Guarantee

Wine is a natural product, and certain faults may only become apparent after a bottle has been opened.

Although WALA takes care to protect wines through direct sourcing, refrigerated transportation and controlled storage, we recognise that genuine wine defects can occasionally occur.

Our wine quality guarantee covers verified defects, which may include:

• Cork taint (TCA): A fault that can produce musty or mouldy aromas and suppress a wine's natural character.
• Premature oxidation: Abnormal oxidation inconsistent with the wine's age, style and reasonable condition.
• Other verified quality defects: Material faults attributable to the wine rather than personal taste or improper handling after delivery.

How to Report a Suspected Wine Defect

1. Contact WALA as soon as reasonably possible after discovering the issue.
2. Provide your order number, wine name, vintage and a description of the suspected defect.
3. Retain the bottle, cork or closure, and remaining wine where practicable.
4. Provide photographs or other supporting information if requested.
5. Allow WALA to review the claim and, where reasonably necessary, inspect the wine.

Where a genuine quality defect is confirmed, we will offer an appropriate replacement or refund.

Important Considerations for Mature Wines

Older wines naturally evolve over time. Changes in colour, aroma, sediment, cork condition and flavour may be consistent with normal ageing and do not necessarily indicate a defect.

WALA will assess concerns involving mature wines with reference to their vintage, age, known characteristics and available provenance information.

Personal taste preferences, normal vintage variation and expected ageing characteristics are not, by themselves, grounds for a refund.

5. Non-Returnable Items

To protect the provenance, storage integrity and quality of our wine collection, WALA generally does not accept returns for:

• Change of mind after delivery has been accepted.
• Bottles opened or consumed, except where an eligible quality defect is established.
• Bottles chilled, improperly stored or exposed to unsuitable conditions after delivery, where this affects their quality or suitability for resale.
• Bottles with damaged seals, foils or labels caused after delivery.
• Clearance, promotional or flash-sale items returned solely because of a change of mind.

These exclusions do not remove your rights in respect of damaged, incorrect, defective or misdescribed goods under applicable Singapore law.

6. Refunds and Replacements

Once a claim has been reviewed and approved:

• Replacement: We will arrange delivery of a replacement product, subject to availability.
• Refund: Approved refunds will be processed through the original payment method wherever possible.
• Processing time: WALA aims to initiate approved refunds within 1–3 business days. The time taken for the credit to appear in your account may vary depending on your bank or payment provider.
• Additional costs: Customers will not be charged additional delivery or collection fees for approved claims arising from WALA's error or an eligible product defect.

Where an identical replacement is unavailable, a refund will be offered for the affected item.

7. How to Submit a Claim

Please contact our customer service team:

To help us process your request, please provide:

• Order number and purchase details.
• Wine name and vintage, where applicable.
• Description of the problem.
• Photographs where relevant.
• Supporting information reasonably required to assess the claim.

We aim to handle all claims fairly, transparently and as promptly as possible.

8. Consumer Rights

This policy is intended to provide clear customer assurance and does not exclude, restrict or replace any rights or remedies available to consumers under applicable Singapore law, including the Consumer Protection (Fair Trading) Act and the Sale of Goods Act.

Where applicable law provides additional rights or remedies, those rights will prevail.