Refund policy

Return and Refund Policy

This Return and Refund Policy governs the terms under which customers of 24 Premiumweine GmbH may exercise their statutory right of withdrawal, request a refund, or return goods purchased via winesinstock.com.

The policy is drafted in accordance with:

  • Directive 2011/83/EU on Consumer Rights,

  • the German Civil Code (Bürgerliches Gesetzbuch – BGB, §§ 312 ff., §§ 355 ff.),

  • and other applicable EU and German consumer protection laws.

1. Right of Withdrawal (Widerrufsrecht)

1.1. As a consumer, you have the right to withdraw from your purchase within 14 calendar days without providing any reason.
1.2. The withdrawal period expires 14 days after the day you, or a third party indicated by you (other than the carrier), received the goods.
1.3. To exercise the right of withdrawal, you must inform us clearly (via email or WhatsApp) of your decision before the expiry of the 14-day period.

2. Conditions of Return

2.1. Only sealed, unopened, and undamaged wine cases (full original packaging) are eligible for return.
2.2. Individual bottles, opened packages, or partially consumed products are excluded from return.
2.3. Returns are accepted in cases of:

  • defective or damaged products upon delivery (e.g. cracked bottles, leakage, broken seals),

  • incorrect items shipped (not matching the original order).

3. Exceptions and Limitations

3.1. The following categories of products are excluded from the right of withdrawal:

  • Wines that are 10 years old or older (vintage wines and rare bottles),

  • Limited editions, collector’s wines, or specially marked non-returnable items,

  • Products that have been opened, unsealed, or damaged after delivery by the customer.
    3.2. These restrictions are consistent with Article 16 of Directive 2011/83/EU (exceptions to the right of withdrawal for goods not suitable for return due to health protection or hygiene reasons, once unsealed).

4. Return Costs and Responsibility

4.1. Unless the return concerns defective or wrongly delivered goods, the customer bears the direct cost of returning the goods.
4.2. Returned goods must be securely packaged to prevent damage during transport. We recommend using the original shipping packaging.
4.3. In cases of product defects or misdelivery, we will assist in coordinating return shipping and cover the costs.

5. Refunds

5.1. Once the returned goods are received and inspected, a refund will be processed.
5.2. Refunds will be issued exclusively via bank transfer to the account specified by the customer.
5.3. Refunds will be made within 14 business days from receipt and inspection of the returned goods.
5.4. The refund will include the price of the goods only; shipping costs incurred during the initial delivery are non-refundable (unless the goods were defective or misdelivered).

6. Exchanges

6.1. We do not provide direct product exchanges.
6.2. If you wish to obtain a replacement product, a new order must be placed independently.

7. Procedure to Initiate a Return

To initiate a return or exercise your right of withdrawal, please contact us:

Please provide:

  • Order number,

  • Full name and contact details,

  • Reason for return,

  • Supporting evidence (photos, if applicable, e.g. for damaged goods).

We will confirm receipt of your withdrawal request and provide instructions for the return shipment.

8. Company Details

24 Premiumweine GmbH
Franz-Joseph-Str. 11
80801 München, Bayern, Germany

  • VAT Number: DE342012758

  • Commercial Register Number: HRB 261921

  • IBAN: LT88 3250 0244 3741 6647

  • SWIFT: REVOLT21

  • Sort Code: 04-00-75

9. Governing Law

This Return and Refund Policy is governed by:

  • German law (BGB – Bürgerliches Gesetzbuch),

  • applicable provisions of the EU Consumer Rights Directive (2011/83/EU),

  • and other binding EU consumer protection regulations.

Nothing in this policy affects your statutory consumer rights.