When placing an order over the telephone with us and making payment using your debit or credit card we ensure that we meet (and in most cases exceed) the minimum requirements for consumer care and your rights under UK Law. Although we no longer offer an online ordering order you can be assured that the staff in our store are fully trained to ensure that we meet your high expectations of service, quality, and value.
Ross Wines fully supports the principles of UK consumer rights and the terms under which we supply wine to our customers give “greater rights” than exist in current UK consumer law.
We want our customers to be more than “just satisfied” with their purchases: that is for other suppliers.
We want them to be excited; thrilled; happy with the value and delighted with the taste.
We want them to come back for more.
That, as they say, is our ambition.
The law protects your consumer rights when you buy goods or services.
These notes refer only to goods purchased in the United Kingdom
You can get help if you’re treated unfairly or when things go wrong.
Get help from Citizens Advice about your consumer rights. They can also refer your complaint to local Trading Standards officers who may then investigate on your behalf.
0345 404 0506
0345 404 0505 (Welsh language)
You can also get information about complaints, refunds and repairs from “Which?”
The Consumer Rights Act came into force on 1 October 2015.
The law is now clearer and easier to understand, meaning that consumers can buy and businesses can sell to them with confidence.
The Consumer Rights Act 2015 replaces three major pieces of consumer legislation:
It was introduced to simplify, strengthen and modernise the law, giving individuals clearer shopping rights.
On the rare occasions when problems arise, disputes can now be sorted out more quickly and cheaply. Alternative Dispute Resolution, for example through an Ombudsman, offers a quicker and cheaper way of resolving disputes than going through the courts.
The changes are relevant to all consumers and to every business which sells directly to them.
The Consumer Rights Act came into force on 1 October 2015 which means that from that date new consumer rights became law covering:
The Consumer Rights Act 2015 stands alongside concurrent Regulations to create a greatly simplified body of consumer law.
Taken together, they set out the basic rules which govern how consumers buy and businesses sell to them in the UK.
As with the Sale of Goods Act, under the Consumer Rights Act all products must be
The goods must meet three core criteria:
Goods shouldn’t be faulty or damaged when you receive them. You should ask what a reasonable person would consider satisfactory for the goods in question. For example, bargain-bucket products won’t be held to as high standards as luxury goods.
The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods.
The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.
Under the Consumer Rights Act you have a legal right to reject goods that are
…and get a full refund – as long as you do this quickly.
This legal right is limited to 30 days from the date when you buy your product. After 30 days, you will not be legally entitled to a full refund if your item develops a fault, although some sellers may offer you an extended refund period, Ross Wines extends the time limit.
Ross Wines does not apply the 30 day limit for a making claim: we will accept the same principles up to 60 days. At our sole discretion we may elect to raise the 60 day limit to 90 days in certain circumstances.
If for any reason you are not satisfied with (or just don’t like) your wine purchase, then please email or phone us and we will
The wine must be returned intact: no damage to the labels or seals and be unopened.
The repayment will be made only to the card account (long number) as was used to finance / make the original purchase.
Ross Wines does not expect a “defect claim” or damage in transit. However it may happen one day.
If you consider that the wine is defective then please email / phone us to advise and put a hand written note of explanation in one of the cases explaining the problem plus your name and contact phone number.
If it arrives in a damaged condition and you see this when it is presented to you on the door step, then do not accept the delivery. We will refund the original purchase cost of the returned bottles and not charge either the delivery or return costs.
If you accept the delivery (or it is accepted on your behalf) and you then decide that it is defective, then please email / phone us to advise and put a hand written note of explanation in one of the cases explaining the problem plus your name and contact phone number.
If you are outside the 30-day right to reject, you have to give the retailer one opportunity to repair or replace any goods which are of unsatisfactory quality, unfit for purpose or not as described.
You can state your preference, but the retailer can normally choose whichever would be cheapest or easier for it to do.
Ross Wines will always take the wines back: we will not endeavour any “repair”. The card refund will give you the funds to order replacement wines.
Ross Wines is responsible for your wines until they are in your physical possession, or in the possession of someone appointed by you to accept them.
This means that Ross Wines is liable for the service provided by our courier: the delivery firm is not liable.
There is a default delivery period of 30 days, during which the retailer needs to deliver unless a longer period has been agreed.
If the retailer fails to deliver within the 30 days, or on the date that has been agreed, you can do the following:
If your delivery is later than agreed and it was essential that it was delivered on time, then you have the right to terminate the purchase and get a full refund.
If the delivery isn’t time-essential but another reasonable delivery time can’t be agreed, you’re also within your right to cancel the order for a full refund.