Terms and Conditions

Under Australian laws, alcohol can only be sold or supplied to persons aged 18 years or older. By placing an order with us, you confirm that you are at least 18 years old. You agree that it is your responsibility to consume alcohol in accordance with the law and responsibly.

Purchases on this wine site

All pricing on our wine site is shown in Australian dollars (AUD). We only accept credit card payments online via Visa or Mastercard.

Any order (stand-alone or subscription based) placed through this wine site is an offer by you to purchase a particular product or products for the price notified (including the delivery and other charges and taxes) at the time you place your order.

It is your responsibility to check the order details, including selected products and pricing, before you submit your order through this site.

When you order and pay on the Site and your payment has been validated, we will provide you with order details, which may include an order number, an order ID, the delivery and billing addresses and a description of what was ordered.

We may, at our absolute discretion, accept or reject an order. We will endeavor to notify you of a rejection at the time of the order or within a reasonable time thereafter.

Wine returns and refund policy

Should you experience any discrepancies with your wine order, please contact us and we will do our best to resolve.

We will replace or refund any wine product that arrives to you damaged.

If you have not received the correct order, reach out to us and we will make it right.

There is no refund if you have had a change of mind, or decided you no longer want your wine order,

In the event your wine is delayed

Please check that the address details provided are correct.

Australia Post may have already attempted delivery without success, and the wine could be waiting for you at your local post office.

Someone else may have signed for and accepted your delivery at your nominated delivery address, especially in the case of a business address, unusual street address or a remote location.

Shipping and Tracking (within Australia only)

When your wine leaves our warehouse and order is picked up by Fast way for delivery, responsibility for the wine becomes that of the purchaser.

Each parcel has its own consignment number, which can be used on the Fast way website to track your parcel and see its delivery progress.

Please consider the following advice in relation to Australia Post deliveries -

1. Calls cannot be made prior to delivery.

2. Wine cannot be left outside the boundary line of a property. 

3. 'Special Delivery Instructions' are a guide, it is not a guarantee that these instructions will be followed. Due to OH&S it is at the driver's discretion as to whether they deem the instructions safe to adhere to. 

4. If you are not in attendance when delivery is attempted, the consignment will be returned to your local Post Office. A card will be left in your letter box to advise of the attempted delivery and that the item can be collected from the Post Office. Australia Post will not re-deliver once an item has been carded awaiting collection

5. Balancing Heart and Australia Post will not be held responsible for any missing goods when authority has been provided for your goods to be delivered without a signature.

6. Wine must be signed for by a person over 18 years of age at time of delivery.

Wine is a Delicate Commodity

Wine is a perishable commodity. Wine does not like extremes of temperature: hot humid summer and cold winter weather may adversely affect the condition of your wine during shipment. Balancing Heart is not responsible for and will not replace wine that is damaged by extreme weather conditions during shipment.