1. Introduction
This Refund & Returns Policy outlines the terms under which Lesotho Wine handles refunds, returns, and exchanges for products and services.
By making a purchase, you agree to this policy.
2. Scope of Policy
This policy applies to:
- Event tickets
- Wine and alcohol purchases
- Merchandise (e.g. apparel, glassware)
- Promotional and bundled items
- Online and in-person purchases
3. General Refund Policy
All sales are considered final, unless explicitly stated otherwise in this policy.
Refunds, where applicable, are granted at our discretion and in accordance with the conditions outlined below.
4. Ticket Purchases (Digital Products)
- Event tickets are digital products delivered electronically.
- Once purchased, tickets are transferable, but are non-refundable.
- Tickets cannot be exchanged or returned.
Users are responsible for:
- Providing correct contact details
- Safeguarding their tickets
5. Event Cancellation or Changes
5.1 Event Cancellation
If an event is cancelled, Lesotho Wine may, at its discretion, offer one of the following:
- A full refund
- A rescheduled event
- A replacement event (same or following year)
5.2 Event Changes
Changes such as:
- Venue adjustments
- Line-up changes
- Schedule updates
do not qualify for refunds.
6. Merchandise Returns
We accept returns for merchandise under the following conditions:
- Item is unused and in original condition
- Return is requested within a reasonable timeframe
- Proof of purchase is provided
We reserve the right to:
- Approve or reject returns
- Offer exchange instead of refund
Return shipping may be at the customer’s expense.
7. Wine & Alcohol Returns
Due to the nature of alcohol products:
- No returns are accepted once products have been collected or delivered
Exceptions may apply only if:
- The product is damaged upon receipt
- The product is incorrect
All claims must be reported promptly.
8. Damaged or Incorrect Orders
If you receive a damaged or incorrect item:
- Notify us as soon as possible
- Provide proof (e.g. photos, receipt)
We may offer:
- Replacement
- Exchange
- Refund (where applicable)
9. Gift Items & Promotional Products
Certain purchases may include promotional items (e.g. wine glasses, gifts).
- These items are subject to availability
- Must be collected within the specified timeframe
- Failure to collect results in forfeiture
- No replacements or refunds will be issued
10. Order Cancellations
Orders may not be cancelled once:
- Payment has been processed
- Tickets have been issued
- Orders have been prepared for fulfilment
We reserve the right to cancel orders due to:
- Payment issues
- Stock availability
- Compliance concerns
11. Collection & Failure to Collect
Customers are responsible for collecting orders from designated locations.
- Orders must be collected within the communicated timeframe
- Failure to collect may result in forfeiture of the order
- No refunds will be issued for uncollected items
12. Cross-Border Purchases
For orders involving collection across Lesotho and South Africa:
Customers are responsible for:
- Providing proof of purchase
- Presenting valid identification
- Complying with customs and border regulations
Failure to comply may result in:
- Delays
- Refusal of collection
- No refund eligibility
13. Payment Refund Process
Where refunds are approved:
- Refunds will be processed via the original payment method where possible
- Processing times may vary depending on the payment provider (e.g. Payfast, Yoco, banking institutions)
We are not responsible for delays caused by third-party providers.
14. Abuse of Policy
We reserve the right to:
- Refuse refunds or returns where abuse is suspected
- Deny future purchases or access to services
15. Contact Information
Email: info@lesothowine.co.ls
Support: support@lesothowine.co.ls
Phone: +266 2232 4621
Address:
62 Moshoeshoe Road
Industrial Area
Maseru 100
Lesotho
