Faulty goods
Wine Store or Client Services purchases
If goods purchased from the LANGTONS Wine Store or through Client Services are faulty, damaged, or otherwise fail to meet a consumer guarantee, LANGTONS will provide an appropriate remedy in line with Australian Consumer Law.
Depending on the circumstances, this may include:
- a refund
- a replacement, where available
This does not generally apply to wines older than 15 years where the issue may reasonably be attributed to age, including changes affecting:
- the cork
- colour
- taste
For some higher-value goods, LANGTONS may require the goods to be assessed for acceptable quality before confirming a suitable remedy. Where this is required, we will arrange collection and have the goods sent to our warehouse, manufacturer or relevant repair agent for assessment.
Auction purchases
Auction purchases are different from Wine Store and Client Services purchases.
LANGTONS cannot always determine how well auction goods have been cellared. Goods sold at auction are described as accurately as can reasonably be ascertained at the time, however buyers of older wines should allow for natural variation, including:
- ullage
- cork condition
- label condition
- age-related bottle variation
Some consumer guarantees under Australian Consumer Law may apply differently to goods sold at auction, including, in some circumstances, guarantees relating to acceptable quality or fitness for purpose.
If you believe your auction purchase was materially misdescribed or is otherwise eligible for review, please contact LANGTONS. For full details, please refer to our Terms & Conditions.
For full details, please refer to our Terms and Conditions page.
Consumer guarantees for goods and services
Goods
Our goods, excluding goods purchased at auction, come with guarantees that cannot be excluded under Australian Consumer Law.
If there is a major failure, you may be entitled to:
- a replacement, where the same goods are available
- a refund
- compensation for any other reasonably foreseeable loss or damage
If the issue does not amount to a major failure, you are entitled to have the problem rectified within a reasonable time. If this is not done, you may be entitled to a refund.
Services
LANGTONS’ services also come with guarantees that cannot be excluded under Australian Consumer Law.
If there is a major failure with a service, you may be entitled to:
- cancel your service contract with us
- a refund for the unused portion, or compensation for its reduced value
- compensation for any other reasonably foreseeable loss or damage
If the issue does not amount to a major failure, you are entitled to have the problem rectified within a reasonable time. If this is not done, you may be entitled to cancel the contract and obtain a refund for the unused portion.
How to make a faulty goods claim
To make a claim for faulty goods, excluding goods purchased at auction, please contact our Customer Experience Team.
- Phone: 1300 946 347
- Contact form: https://help.langtons.com.au/hc/en-au/requests/new
When making a claim, you will need to provide valid proof of purchase. This may include:
- your original tax invoice
- a receipt
- a credit card statement clearly showing your purchase at LANGTONS
Your original tax invoice can usually be found in the Transactions section of your account.
If your accepted claim relates to a purchase that included a delivery fee, LANGTONS will also cover the return delivery cost.
Change-of-mind returns
If you change your mind about a purchase from the LANGTONS Wine Store or Client Services, please contact our Customer Experience Team or your Private Client Manager within 14 calendar days of delivery.
LANGTONS may offer a refund or exchange, provided the goods are:
- returned to LANGTONS within 28 calendar days of delivery
- unopened
- in their original packaging
- undamaged
- in saleable condition
You will also need to provide proof of purchase, such as:
- your original receipt
- tax invoice
- a credit card statement clearly showing your purchase at LANGTONS
Please note that delivery fees are not refunded for change-of-mind returns.
Change-of-mind returns do not apply to auction purchases.
Delivery Guarantee
Where the LANGTONS Delivery Guarantee has been purchased at the time of shipping, and an order is deemed lost or the goods are broken in transit, LANGTONS may:
- refund the amount paid for the affected goods, or
- replace the goods, where available
This does not extend to minor cosmetic damage caused by breakage, such as label staining.
LANGTONS may review any claim for goods lost or damaged in transit. This may include:
- confirmation from our carrier
- photographs of the packaging
- photographs of the damaged goods
For more information about what the Delivery Guarantee covers, please refer to the Delivery Guarantee article.
Terms not defined in this policy have the same meaning as provided to them in the Terms & Conditions.
Here to help, whenever you need us.
Share your enquiry through our Customer Experience contact form and one of our specialists will be in touch shortly. You are also welcome to speak with your Private Client Manager, or call us on 1300 946 347.