Refund policy
We want you to enjoy your purchase. If something is not right, we'll make every effort to make it right.
Change of mind
We don't accept returns for change of mind.
We're a licensed producer, and once a bottle leaves us we can't verify how it has been stored, handled or transported — which means we can't legally or safely put it back into stock. So please choose carefully. Check the ABV, the volume and the tasting notes before you order, and get in touch if you're unsure about anything. We'd much rather answer a question than send you something you won't enjoy.
Your rights under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. In plain terms: what we sell you must be of acceptable quality, match its description, and be fit for the purpose you, as the consumer, reasonably expect.
If you believe that it is not, you are entitled to a remedy:
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Major problem — you choose. A refund or a replacement.
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Minor problem — Green Cask will replace or refund the item, whichever can be arranged fastest.
A major problem is one where the product is substantially unfit for purpose, unsafe or significantly different from its description
When we'll refund or replace
Please notify us as soon as possible if:
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The items have arrived broken or leaking.
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The product is faulty or spoiled — off aromas, excessive cloudiness or sediment that shouldn't be present, inclusions, or a compromised tamper seal.
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You have received the wrong product, or an incorrect quantity.
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The product does not match its description on our site.
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The order never arrived.
If a product is faulty, a refund or replacement will still be processed where the product has been opened or partially consumed.
How to make a claim
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Email info@greencask.com.au with your order number.
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Send photographs best depicting the problem. For matters relating to damage in transit, Green Cask will also ask for a photograph of the carton.
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Please retain the product and packaging until Green Cask has come back to you. We may need a further photograph, and for larger claims — or where there is an issue relating to safety or quality — we may ask for the items to be returned. In that event Green Cask will provide postage-paid return instructions, at our cost.
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Green Cask will respond within 2 business days with a replacement, a refund, or a request for further information.
Timing. For breakages and transit damage, please inform us within 14 days of delivery. For faults identified later, contact us as soon as the fault is noticed — the Australian Consumer Law applies for a reasonable period after purchase, and what is reasonable depends on the product in question.
Refunds are made to your original payment method within 5 business days of Green Cask approving the claim. Depending on your bank, it may take a few days more to appear in your account.
For most claims Green Cask will not ask you to send anything back — photographs will typically suffice.
Damaged in transit
Items damaged in transit require reporting within 14 days of delivery, with photographs depicting the bottle or bottles and the carton. Sufficient evidence will result in a full refund or replacement. Refer to our Shipping & Delivery Policy for further information.
What we can't help with
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Change of mind.
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Product damage occurring after delivery — this includes items that are dropped, damaged or stored incorrectly.
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Product purchased from a stockist and not supplied by Green Cask directly. The customer is advised to contact the stockist that supplied the product.
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Refused deliveries, where the age verification legally required for accepting a delivery of alcohol has not been met, as outlined in our policies. In this instance the consignment is returned to Green Cask and a refund less the cost of return postage will be processed.
Trade and wholesale
Wholesale and on-premise orders are handled directly, not through the online store, and sit outside the policies outlined herein. Email info@greencask.com.au.
Questions
info@greencask.com.au · 0408 836 211
If something is not right, tell us. We'd rather hear it.
Green Cask is a registered trading name of Climate Control Technologies Pty Ltd (ACN 600 234 026), 93–95 Bakehouse Rd, Kensington VIC 3031. Liquor Licence No. 36313037.