At My Store, we are dedicated to providing the highest quality Australian wines, beers, and spirits, and we stand firmly behind the condition of every product shipped. Due to the nature of our age-restricted, perishable, and fragile inventory, our return and refund policy is carefully structured to comply with Australian consumer law while protecting the integrity of our products.

Refunds for Damaged or Incorrect Goods (The Primary Policy)

We offer a full refund or replacement exclusively for goods that are damaged during transit or for items that were incorrectly shipped by our team. If your order arrives broken, compromised, or if you receive a product different from what you ordered, you must notify us immediately—within 48 hours of the delivery confirmation. To process a claim efficiently, you must provide clear photographic evidence of the damaged product and the original packaging. This evidence is crucial for us to successfully file a claim with our specialized logistics partners. Once the damage is verified, we will offer you a choice: a full refund back to your original payment method, or an immediate replacement shipment, contingent on stock availability. We cover all associated return shipping costs for verified damaged or incorrect items.

The No-Change-of-Mind Rule

Due to the sensitive nature of alcoholic beverages—which can be affected by external storage conditions—and the strict legal requirements surrounding the resale of liquor, we do not accept returns or offer refunds for change of mind, taste preference, or incorrect choice. All sales are considered final once the order has been dispatched from our facility. We strongly encourage customers to research product details, tasting notes, and vintage information before completing a purchase.

Shipping and Delivery Failure Refunds

If an order is returned to My Store because the recipient failed the mandatory Adult Signature Required (ASR) check or because no authorized adult was present to receive the package after multiple delivery attempts, the customer will be responsible for the original shipping costs and any return freight charges incurred by us. A refund for the product cost will be processed, but the shipping and handling fees are non-refundable, as the courier service was rendered as requested.

Exchange Policy for Sealed Cases

We may consider an exchange only for a full, unopened, and sealed case of identical products if a demonstrable error was made by the customer during the ordering process (e.g., ordering the wrong vintage), provided the customer notifies us and arranges the return of the undamaged case within seven calendar days of receipt. The customer will be responsible for all shipping costs involved in the return and the subsequent dispatch of the exchanged product. All products must be verified as being in pristine, resalable condition upon arrival at our facility before any exchange is processed.