Returns Policy

Returns, exchange and reimbursement procedures

Before returning any article, the Customer must imperatively contact the Customer Service Department at Optiwine by e-mail on commande@optiwine.fr to explain the problems encountered and be made aware of the return, exchange or reimbursement process, depending on their case.  To ensure speedy treatment of any request, it is also vital to quote the order number in all communications.

·         When the problem is covered by the guarantee:

The customer will be invited by the Customer Service Department to return the product in its original packaging, accompanied by all accessories, to the following address: Optiwine- After Sales Service– 3700 Avenue de Toulouse-33140 CADAUJAC, France at the standard postal rate. (La Poste)

On receipt on the article(s) sent in the conditions mentioned above, the Customer Service Department will exchange the defective product or reimburse the purchase price plus the cost of return by an agreed means of payment.

The costs of returning article(s) to the Customer Service Department will be reimbursed on the basis of the standard postal rate (La Poste), upon request by e-mail to    commande@optiwine.fr.

·         When the problem is not covered by the guarantee or in the case of cancellation for personal reasons after expiration of the withdrawal period:

The Customer Service Department may consider a goodwill gesture which could extend to an exchange, or even reimbursement of the article(s) in question, but each case will be considered individually, and the Customer Service Department cannot be bound to acquiesce to a demand that is not covered by the guarantee.  In all cases the costs of returning the article(s) shall be borne by the Customer.

Attention: In the event of return of an incomplete or damaged product, or non-respect of this procedure, no reimbursement or exchange will be accepted.