At One Source Vines, customer satisfaction is important to us. We are committed to providing quality wines, champagnes, spirits, and related products while maintaining fair and transparent refund procedures.
This Refund Policy outlines the circumstances under which refunds may be approved, the conditions required for eligibility, and the procedures customers must follow when requesting a refund.
By placing an order through our website, you acknowledge and agree to the terms of this Refund Policy.
1. General Refund Principles
Due to the nature of alcoholic beverages and consumable products, refunds are subject to specific conditions designed to protect product integrity, customer safety, and regulatory compliance.
Refund requests will be evaluated on a case-by-case basis and may be approved, declined, or partially approved depending on the circumstances of the order.
One Source Vines reserves the sole right to determine refund eligibility in accordance with this policy and applicable laws.
2. Refund Eligibility
Customers may be eligible for a refund under the following circumstances:
Damaged Products
A refund may be approved if products arrive:
Evidence such as photographs of the product, packaging, and delivery condition may be required.
Incorrect Products Delivered
A refund or replacement may be approved where:
Customers must notify us within 48 hours of delivery.
Undelivered Orders
Customers may be eligible for a refund if:
Delivery investigations may be required before a refund is approved.
Out-of-Stock Products
If a purchased product becomes unavailable after payment has been accepted, customers may choose:
Duplicate Payments
Where duplicate charges are confirmed, the excess amount will be refunded promptly following verification.
3. Non-Refundable Situations
Refunds will generally not be provided in the following situations:
Change of Mind
We do not provide refunds solely because a customer:
Opened Products
For health, safety, and quality-control reasons, opened bottles are generally not eligible for refunds.
This includes:
unless the product is proven to be defective.
Incorrect Customer Information
Refund requests may be denied where delivery issues result from:
Additional delivery fees may apply for redelivery.
Unauthorized Purchases
Customers are responsible for maintaining the security of their accounts and payment methods.
Refund requests based solely on unauthorized account use may require additional verification and investigation.
4. Refund Request Timeframes
To be eligible for consideration, customers should submit refund requests within:
Damaged Products
Within 48 hours of delivery.
Incorrect Orders
Within 48 hours of delivery.
Missing Items
Within 48 hours of delivery.
Delivery Issues
Within 7 days of the expected delivery date.
Failure to report issues within these timeframes may affect refund eligibility.
5. Refund Request Procedure
To request a refund, customers should contact us with:
Refund requests may be submitted through:
Email: sales@onesourcevines.com
Phone: +234 810 538 8009
6. Investigation Process
To ensure fairness and prevent fraudulent claims, refund requests may undergo review and verification.
The review process may include:
Additional information may be requested where necessary.
7. Approved Refunds
Where a refund is approved, reimbursement will generally be made using the original payment method used during purchase.
Refund methods may include:
Refund processing times may vary depending on payment providers and financial institutions.
8. Refund Processing Time
Once approved, refunds are typically processed within:
Bank Transfers
3–10 business days
Card Payments
5–14 business days
Digital Wallets and Payment Gateways
3–10 business days
Processing times may vary based on financial institutions and external payment providers.
9. Partial Refunds
In certain circumstances, partial refunds may be granted.
Examples include:
The amount refunded will be determined based on the specific circumstances of the order.
10. Fraud Prevention
One Source Vines reserves the right to deny refund requests where:
We may take additional measures to investigate suspicious claims and protect our customers and business.
11. Force Majeure
Refunds may not be available for delays or disruptions caused by events beyond our reasonable control, including:
Each situation will be reviewed individually.
12. Limitation of Liability
To the maximum extent permitted by law, One Source Vines shall not be liable for indirect, incidental, special, or consequential losses arising from delays, product availability issues, or refund decisions.
Any approved refund shall generally be limited to the amount paid for the affected product or order.
13. Changes to this Refund Policy
We reserve the right to update, modify, or replace this Refund Policy at any time without prior notice.
Updated versions become effective immediately upon publication on our website.
Customers are encouraged to review this policy periodically.
14. Contact Information
For questions regarding refunds or this Refund Policy, please contact:
One Source Vines
Address: 16 Dr Bode Olajumoke Street, Lagos, Nigeria
Email: sales@onesourcevines.com
Phone: +234 810 538 8009
By placing an order with One Source Vines, you acknowledge that you have read, understood, and agreed to this Refund Policy in its entirety.
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