Refund policy

Return & Refund Policy

At Hirsch Hill, we take great pride in the quality of our wines and want every bottle you receive to meet the highest standards. However, we understand that sometimes things don’t go to plan. Please read below for how we handle returns, refunds, and replacements.

Breakages

While rare, breakages can unfortunately occur when shipping wine. For your peace of mind, all Hirsch Hill orders are insured during transit.

If your delivery arrives with broken or leaking bottles, or your tracking indicates the parcel has been damaged:

  • Contact us as soon as possible at info@hirschwinegroup.com.au

  • Include a photo of the damage and your order number

  • We’ll arrange a replacement or refund right away

Please report breakages within 7 days of delivery so we can resolve the issue promptly.

Faulty or Damaged Products

If a wine is faulty, spoiled (excluding user-related storage errors), or not as described, we’ll gladly offer one of the following:

  • A full refund

  • A store credit

  • A replacement bottle (where available)

To initiate a claim:

  • Email info@hirschwinegroup.com.au within 60 days of receiving your wine

  • Provide a description and photo of the issue (this helps us speed up the process)

Please note: For high-value or limited-edition wines, we may request to have the bottle returned for assessment before processing a remedy.

Hirsch Hill reserves the right to decline a refund where:

  • The wine is not faulty or spoiled (e.g. didn’t suit personal taste)

  • We suspect misuse, poor storage, or abuse of this policy

Change of Mind Returns

Please choose carefully when purchasing, as Hirsch Hill does not offer refunds or exchanges for a change of mind. This includes if you simply change your mind, order the wrong product, or no longer want the wine.

Important Exceptions

To protect the integrity of our services, Hirsch Hill reserves the right to:

  • Refuse a refund if the claim appears dishonest or excessive

  • Cancel pending orders

  • Close a customer account if our policy is being misused

Need Help?

We’re here to help with any issues or questions regarding your order.

Contact us at:
info@hirschwinegroup.com.au
www.hirschhill.com