Refund & Return Policy

Last updated: 29 September 2025

We want you to be happy with your purchase. This policy explains when and how you can return items, request refunds or exchanges, and what to do if something arrives damaged or faulty.

Who we are
Pittali Winery – Άγιος Θεόδωρος Πιτσιλιάς, Cyprus
Website: https://pittaliwinery.com
Email: info@pittaliwinery.com
Return address: Louveris 33, Agios Theodoros, Limassol, Cyprus

1) Your EU right of withdrawal (distance purchases)

If you buy as a consumer within the EU, you have the right to withdraw from your order within 14 days of delivery without giving any reason, except for items that are not eligible for returns (see Section 4).

To exercise this right, email info@pittaliwinery.com within 14 days of delivery with your order number and items you wish to return.
You then have 14 more days to send the items back.
You are responsible for the cost of return shipping, unless we agree otherwise or the items are faulty/not as described.
We will refund the item(s) price and the standard outbound shipping cost (if any) you paid at checkout. If you chose a premium delivery method, we refund only the cost of our least expensive standard delivery.
We may deduct any diminished value if items were handled beyond what is necessary to establish their nature, characteristics, and functioning.

Important for wine: Bottles must be unopened, with original seals/labels intact and in resellablecondition. Opened bottles are not eligible for withdrawal unless there is a defect (see Section 3).

2) How to start a return (RMA)

Email us: info@pittaliwinery.com with your order number, items to return, and reason (optional for withdrawal, helpful for us).
Wait for instructions: We’ll reply with return instructions (RMA) and where to ship (usually the address above).
Pack securely: Use the original packaging if possible; bottles must be well-protected to prevent breakage.
Ship with tracking: You are responsible for the parcel until it reaches us. Keep the proof of postage and tracking.

3) Faulty, damaged, or wrong items

Damaged in transit: Please inspect on delivery. If items arrive damaged, take clear photos of the outer box, inner packaging, and the item(s) and contact us within 48 hours at info@pittaliwinery.com.
Faulty / not as described: You have EU statutory rights. Contact us as soon as you notice the issue. We will repair, replace, or refund in line with the law.
Cork taint or wine faults: If you suspect a fault, re-cork the bottle leaving at least 75% of the contents and contact us within 30 days of delivery with photos and a description. We’ll guide you through the assessment. If confirmed, we’ll replace or refund (including reasonable return costs where applicable).

For confirmed faults, we cover return shipping or provide a prepaid label.

4) Items not eligible for returns

The following are not eligible for returns/withdrawal (unless faulty or not as described):

Opened or unsealed wine bottles and consumables.
Items made to your specifications or personalised (e.g., custom labels).
Perishables that by nature cannot be returned once opened.
Gift cards / vouchers.
Downloadable or digital products (if we ever offer them).

Sale/discounted items: Your legal right of withdrawal applies to sale items too (if they are otherwise eligible).

5) Refunds

Once we receive and inspect your return, we’ll email you the outcome.
Approved refunds are issued to your original payment method within 7–10 business days (bank/issuer processing times may vary).
If your return reduces the order below any free shipping threshold, we may deduct the difference between standard and free shipping originally granted.
Where appropriate, we may proportionally refund shipping for partially returned orders (standard method only).

Late or missing refunds:
Check your bank/issuer first, then contact your card provider. If you still don’t see it after 10 business days from our confirmation, email info@pittaliwinery.com.

6) Exchanges

If an item is defective or damaged, we can replace it subject to stock.
For size/variant changes (e.g., packaging where offered), please return for a refund and place a new order.

7) Gifts

If the item was marked as a gift and shipped directly to you, we can issue a gift credit for approved returns.
If the gift was sent to the purchaser first, we’ll refund the original purchaser upon approved return.

8) Return shipping details

Return to:
Pittali Winery – Returns
Address: Louveris 33, Agios Theodoros, Limassol, Cyprus

Unless the item is faulty/not as described, you pay the return shipping.
We recommend a trackable service and shipping insurance for fragile items like wine.
We are not responsible for returns lost or damaged in transit.

9) Local consumer rights

Nothing in this policy limits your rights under EU and Cyprus consumer law, including your statutory warranty for faulty goods. Where this policy conflicts with mandatory law, the law prevails.

10) Contact

Questions or help with a return?
Email: info@pittaliwinery.com

Model withdrawal form (EU)

(Complete and send this only if you wish to withdraw from the contract.)

To: Pittali Winery, Louveris 33, Agios Theodoros, Limassol, Cyprus – info@pittaliwinery.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number: []
Items: []
Ordered on / received on: [____ / ____ / ]
Consumer name: [________]
Consumer address: [____]
Date: [__ / ____ / ______]
Signature: (only if this form is notified on paper)

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@pittaliswinery.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@pittaliswinery.com and send your item to: Louveris 33, Agios Theodoros Limassol.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: Louveris 33, Agios Theodoros Limassol.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refund and Returns Policy