Refund policy

Refunds, Cancellations & Returns Policy (UK Store)

Last updated: 12 February 2026

This policy forms part of our Terms of Service and applies to purchases made through our UK Shopify store.

Minimum Legal Age

It is illegal to sell alcohol to anyone under the age of 18 in the United Kingdom.

By placing an order you confirm that:

  • You are 18 years of age or older, and

  • You are legally permitted to purchase alcohol in your country of residence.

We reserve the right to request age verification before dispatch or on delivery.

Scope of this Policy

This policy is divided into two sections:

Section A — Physical Goods
Applies to wine and merchandise purchased through our online store.

Section B — Bookings, Tickets & Experiences
Applies to experiences, events, tastings, dining bookings, and other activities.

A) Goods — Returns & Refunds (Physical Products)

Cooling-off Period (Change of Mind)

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.

To qualify for a refund:

  • Items must be unopened, unused, and in their original condition

  • The request must be made in writing within 14 days of delivery

If approved:

  • You will receive a refund for the product price

  • Original delivery charges are non-refundable

  • You are responsible for return shipping costs

How to Start a Return

To request a return authorisation please email:

info@benguelacove.co.uk

Include:

  • Order number

  • Reason for return

  • Photos (if reporting damage)

If approved, we will send return instructions.
Returns sent without prior authorisation may not be accepted.

Damaged, Faulty or Incorrect Items

Please inspect your delivery immediately.

If your order arrives:

  • damaged

  • faulty

  • or incorrect

you must notify us within 48 hours of delivery at:

info@benguelacove.co.uk

We will arrange a replacement, refund, or store credit where appropriate.

Note: Large orders may arrive in multiple shipments. If part of your order has not arrived within 3 working days of the first delivery, please contact us.

Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (including food items)

  • Custom or personalised products

  • Gift cards

  • Clearance or sale items

  • Products that have been stored incorrectly after delivery

Refund Processing Time

Once we receive and inspect returned goods:

  • Approved refunds will be processed within 5–10 business days

  • Refunds are issued to the original payment method

Your bank or payment provider may take an additional 5–10 business days to display the funds.

If 15 business days have passed since your refund was approved, please contact:

info@benguelacove.co.uk

Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

B) Bookings, Tickets & Experiences — Cancellations & Refunds

This section applies to:

  • Wine tastings

  • Vineyard tours

  • Ticketed dining experiences

  • Workshops and events

  • Seasonal events and festivals

  • Restaurant bookings

  • Group bookings and private tours

Booking & Payment

Bookings can be made via:

Full payment may be required at the time of booking unless otherwise specified.

A booking is considered confirmed only once payment is received and a confirmation email is issued.

Please inform us of any dietary requirements or accessibility needs when booking.

Ticket Transfers

Tickets may be transferred to another guest without prior notice.

However, you must notify us at least 48 hours in advance if the booking involves:

  • dietary requirements

  • accessibility arrangements

  • age restrictions

  • personalised experiences

Guest Cancellation Policy

Standard Events

  • 14+ days before event — Full refund (less 10% administration fee)

  • 8–14 days before event — 50% refund

  • 7 days or less — No refund

  • No-show — No refund

Premium Events

(Premium dining experiences, New Year’s Eve events, exclusive tastings)

  • 21+ days before event — Full refund (less 15% administration fee)

  • 15–21 days before event — 50% refund

  • 8–14 days before event — 25% refund

  • 7 days or less — No refund

  • No-show — No refund

If Benguela Cove Cancels an Event

If we cancel an event or experience, you may choose:

  • Full refund, or

  • Transfer to another available date or similar experience

Weather-Related Cancellations

If weather conditions make the experience unsafe or unsuitable, we will:

  • Offer a rescheduled date, or

  • Provide a full refund

Changes to Bookings

  • One date change is free if requested 14 days or more before the event

  • Changes requested within 14 days may incur an administration fee

  • Changes are subject to availability

Reducing the number of tickets counts as a partial cancellation and the cancellation policy will apply.

Special Circumstances

In cases of:

  • serious illness

  • medical emergency

  • family bereavement

and where supporting documentation is provided within 7 days of the event, management may offer a refund or reschedule at its discretion.

House Rules

To ensure a safe and enjoyable experience:

  • Guests must arrive on time

  • Late arrivals may result in shortened experiences without refund

  • Age restrictions may apply — ID may be requested

  • Disruptive guests may be asked to leave without refund

  • Professional photography or recording requires prior permission

Alcohol consumption is strictly 18+ only.

Refund Timing for Bookings

Approved refunds for bookings are processed within 10–14 business days.

Banks may take an additional 5–10 business days to reflect the funds.