Refund and Return Policy

Refund and Return Policy

1. Statutory right of withdrawal: 14 days

If you are a Consumer, you have the right to withdraw from a distance contract within 14 days of the day on which you (or a third party indicated by you, other than the carrier) take physical possession of the goods, without giving any reason, in accordance with art. 50 of the Consumer Protection Act (ЗЗП).

To exercise this right, you must send us a clear statement of your decision to withdraw before the 14-day period expires. You may use the standard withdrawal form (Annex No. 6 to ЗЗП) or any other unequivocal written statement.

2. How to return an order

  1. Notify us by email at bar@winemine.bg, stating your order number, the items being returned and your reason (the reason is optional).
  2. We will reply within 2 working days with a return reference and the return address.
  3. Send the goods back within 14 days of your withdrawal notice. The Customer bears the direct cost of return shipping, unless the goods were damaged or non-conforming on arrival, in which case WineMine covers the return cost.
  4. We recommend using a trackable courier, as you bear the risk of loss until the goods are received by us.

3. Condition of returned goods

For a refund to be issued, returned bottles must be:

  • sealed (cap and seal intact, capsule undamaged, cork untouched);
  • with original, undamaged labels;
  • in their original packaging, including any gift box, certificate or insert;
  • in resaleable condition.

Opened, unsealed or partially consumed bottles cannot be returned, on hygiene and product-integrity grounds, except where the bottle was defective on opening (e.g. cork taint, oxidation, manufacturing fault).

4. Refund timeframe and method

We will refund the price of the returned goods, including the original standard delivery cost, within 14 days of receipt of the returned goods (or of evidence that they have been dispatched, whichever is earlier), in accordance with art. 54 ЗЗП.

Refunds are issued to the original payment method (card via Shopify Payments). Bank processing times may vary.

5. Damaged on arrival

If a bottle arrives broken, leaking or otherwise damaged, please notify us within 24 hours of delivery at bar@winemine.bg with photos of the parcel and the bottle. We will, at your choice, send a replacement or issue a full refund (price plus delivery), and we will cover the return shipping cost.

6. Items excluded from the right of withdrawal

The right of withdrawal does not apply to:

  • sealed goods which were unsealed after delivery and which cannot be returned for hygiene or health-protection reasons;
  • goods which, by their nature, cannot be returned or are liable to deteriorate or expire rapidly.

7. Bar purchases (in-person)

Products purchased in person at the WineMine bar are not subject to the 14-day distance-contract right of withdrawal. Statutory remedies for non-conformity (lack of conformity within 2 years, art. 112–115 ЗЗП) continue to apply.

8. Complaints

If you are not satisfied with the resolution, you may contact the Commission for Consumer Protection (KZP) at kzp.bg · 0700 111 22, or use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

9. Contact

Returns and refunds: bar@winemine.bg · +359 88 728 8992.

Last updated: 16 June 2026