Refund policy

Last updated: 03 June 2026

This Returns & Refund Policy applies to purchases made from MXN Wines Ltd through www.mxnwines.co.uk.

We sell age-restricted alcoholic products. By placing an order, you confirm that you are 18 years old or over and that the person receiving the delivery is also 18 years old or over.

This policy does not affect your statutory rights.

1. Change of mind / online cancellation rights

For most online orders, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

To cancel, you must contact us within 14 days of delivery at:

Email: sales@mxnwines.co.uk
Order number: Please include your order number and full name.

After notifying us that you wish to cancel, you must return the goods to us within a further 14 days.

Goods must be returned:

  • unopened;
  • sealed;
  • unused;
  • in their original packaging;
  • in a resaleable condition;
  • safely packaged to avoid breakage in transit.

We reserve the right to make a deduction from your refund if the goods have been handled beyond what is necessary to check their nature, characteristics and condition.

2. Items we cannot accept back

For hygiene, safety, licensing and resale reasons, we cannot accept returns of:

  • opened bottles;
  • bottles with broken or removed seals, capsules, corks or closures;
  • partially consumed products;
  • products damaged after delivery due to incorrect storage, mishandling or customer negligence;
  • products returned without adequate protective packaging;
  • personalised, customised or special-order items, where applicable.

This does not affect your rights if the goods are faulty, damaged on arrival, or not as described.

3. Return postage costs

For change-of-mind returns, you are responsible for the cost and risk of returning the goods to us.

We strongly recommend using a tracked and insured delivery service suitable for glass bottles and alcohol products. We are not responsible for returned goods that are lost, delayed, damaged or broken in transit.

Original standard delivery charges will be refunded where required by law. If you selected a premium or express delivery service, we will only refund the equivalent of our standard delivery cost.

4. Damaged, faulty or incorrect items

Please check your order as soon as it arrives.

If your order arrives damaged, faulty, leaking, corked, or incorrect, please contact us as soon as possible at:

Email: sales@mxnwines.co.uk

Please include:

  • your order number;
  • photos of the damaged or incorrect product;
  • photos of the outer packaging;
  • photos of any courier label;
  • a short description of the issue.

Where the goods are confirmed to be faulty, damaged on arrival, or not as described, we will offer an appropriate remedy, which may include a replacement, refund, or partial refund.

For faulty or damaged goods, we will cover reasonable return costs where a return is required.

5. Failed age verification or refused delivery

Alcohol can only be delivered to a person aged 18 or over.

If delivery is refused because the recipient cannot provide valid proof of age, is unavailable, refuses the parcel, or provides an incorrect or incomplete delivery address, the parcel may be returned to us.

In these circumstances, we may deduct from any refund:

  • the original delivery cost;
  • the return delivery cost charged by the courier;
  • any reasonable handling or restocking costs;
  • the cost of any goods that are damaged, spoiled or no longer resaleable due to the failed delivery.

We may cancel the order if we believe the purchase or delivery would breach alcohol licensing laws or age-verification requirements.

6. Refund timing

Once we receive your returned goods, or you provide valid proof of return, we will process any refund due within 14 days.

Refunds will be made to the original payment method used for the order, unless otherwise agreed.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

7. Missing parcels

If your order has not arrived, please contact us at sales@mxnwines.co.uk

We will investigate with the courier. If the parcel is confirmed lost, we will arrange a replacement or refund as appropriate.

We are responsible for ensuring the goods are delivered to the address provided at checkout. However, we are not responsible for delays or failed delivery caused by incorrect or incomplete delivery information supplied by the customer.

8. Storage after delivery

Wine should be stored responsibly after delivery, away from excessive heat, freezing temperatures, direct sunlight or unsuitable conditions.

We are not responsible for deterioration, leakage, cork movement, flavour changes or damage caused by incorrect storage after delivery.

9. Refunds for discounted, sale or promotional items

Discounted, sale or promotional items are subject to the same statutory rights as full-price items.

If a refund is due, we will refund the price actually paid after any discount, voucher or promotion was applied.

10. Trade, wholesale and business customers

This policy is primarily for consumer purchases made through www.mxnwines.co.uk.

Trade, wholesale, restaurant, wine bar or business-to-business orders may be subject to separate trade terms agreed at the time of purchase.

Business customers should inspect goods immediately upon delivery and notify us promptly of any damage, shortage or incorrect items.

11. How to return an item

Before returning any item, please contact us first at:

Email: sales@mxnwines.co.uk

We will confirm the return instructions and return address.

Please do not send items back without contacting us first, as this may delay your refund.

12. Contact us

For returns, refunds or order issues, please contact:

MXN Wines Ltd
Website: www.mxnwines.co.uk
Email: sales@mxnwines.co.uk
Return address: Craig Ewan House, Fraserburgh, Aberdeenshire, AB43 8TS