Refund policy

Refund Policy

Contents
1. Introduction
2. Am I entitled to a refund if I change my mind?
3. What if my wines are faulty?
4. What if I don't like the wines?

5. Protect my order

Effective date: 03/10/23 (Version 2.0)

1. Introduction
In this policy we capture all information relating to refunds. However, if you have any specific questions please don't hesitate to contact us at hello@drinklaylo.com.

2. Am I entitled to a refund if I change my mind?
Under European law it's your legal right to change your mind within 14 days of receipt of goods, provided they remain in perfect condition. You do not need to give a reason.
The refund period will expire after 14 days from the day on which you acquire physical possession of the goods.
Please see section (5) of our general T&Cs for more information.

3. What if my wines are faulty?
We'll do everything we can to make sure your wines reach you in perfect condition. But occasionally things might go wrong.
If your Laylo box(es) arrive and the wine or the packaging is faulty, please email us at hello@drinklaylo.com. We will either organise a refund or a replacement within 7 days.

4. What if I don't like the wines?
Our top priority is that you enjoy every drop of your Laylo delivery.
If you try one of our wines and it really isn't for you, fear not. We offer a full moneyback guarantee on all our wines provided 80% of the wine remains in the box. All you need to do is email hello@drinklaylo.com and we'll organise collection.
It is your responsibility to hold onto the wine and take reasonable care of it until we come to collect it. Once we have confirmation that the wines have been collected we shall reimburse the price of the wine within 7 days.

5. ProtectMyOrder

Protect my order gives peace of mind when ordering online, as we know delivery doesn't always go as planned. We want to be able to give you the best experience possible therefore for a very small additional fee at checkout, get peace of mind in the following circumstances when ordering online:

  • We’ll keep a close eye on your order once it’s left our warehouse, if for any reason your parcel isn’t moving as we expect we’ll get in touch and let you know. 
  • Loss during delivery - If your parcel doesn’t arrive on its intended delivery day, we’ll resend.
  • Theft/mis-delivered - if the tracking shows as delivered but you haven't got it, we will resend or refund.
  • Damage during transit - If the item arrives damaged or marked we will offer a solution quickly

Simply get in touch with our customer service team at hello@drinklaylo.com and we guarantee to respond to your issue within 3 hours during working hours.

The service provided above is in addition to those that you already receive as standard. The following should be treated as part of the services as set out in our standard terms and conditions, and shall be deemed upon payment of the additional fee to form part of our contract.