Refund policy

How Open Cellar Works

Open Cellar is a quarterly wine discovery experience.

Each “Flight” includes six 100ml wines, carefully curated and delivered to your door, along with guidance to help you explore, learn and buy with confidence.

Subscriptions are released as seasonal Drops throughout the year.

Billing & Payments

Subscriptions are billed in advance of each quarterly Drop.

You will be charged automatically using your selected payment method on or around the billing date communicated to you ahead of each Drop.

Prices are inclusive of VAT unless otherwise stated.

Ledger Cut-Off (Important)

Each Drop has a clearly defined cut-off date (“Ledger Cut-Off”).

This is the point at which:

  • Orders are finalised
  • Wines are allocated
  • Production begins

To skip or cancel an upcoming Flight, you must do so before this cut-off date.

Cancelling Your Subscription

You can cancel your subscription at any time.

However:

  • If you cancel before the Ledger Cut-Off → you will not be charged for the upcoming Drop
  • If you cancel after the Ledger Cut-Off → your upcoming Flight will still be processed and delivered, and cancellation will apply to future Drops

There are no minimum commitments or lock-ins.

Skipping a Drop

Where available, you may choose to skip a Drop before the Ledger Cut-Off.

After this point, orders are locked and cannot be amended.

Changing Details

You can update your:

  • Delivery address
  • Payment method
  • Account details

at any time before the Ledger Cut-Off for each Drop.

Availability & Changes

From time to time, we may:

  • Adjust pricing
  • Refine the format of Flights
  • Update release timings

We’ll always communicate any meaningful changes in advance.

Our Approach

Open Cellar is designed to remove the guesswork from wine.

That means:

  • No pressure
  • No long-term commitment
  • Just a better way to discover what you actually like

OPEN CELLAR – REFUND & RETURNS POLICY

Our Philosophy

We work with small producers and carefully selected wines. Each Flight is prepared in small batches and packed with care.

Because of this, we operate a limited returns policy, in line with UK regulations for alcohol and perishable goods.

Damaged, Faulty or Incorrect Orders

If something isn’t right, we’ll sort it — quickly and properly.

Please contact us within 48 hours of delivery at:
📧 hello@opencellar.co.uk

Include:

  • Your order number
  • A brief description of the issue
  • Photos (where possible)

We will offer, at our discretion:

  • A replacement
  • A refund
  • Or an appropriate alternative

Taste & Preference

Wine is subjective.

While we curate every Flight with care, we cannot offer refunds based on personal taste or preference.

That’s exactly why Open Cellar exists — to help you discover what you like before committing to full bottles.

Returns

We do not accept returns of wine products unless they are:

  • Faulty
  • Damaged
  • Or incorrect

This is due to the nature of alcohol products and storage requirements.

Cooling-Off Period (UK Law)

Under the Consumer Contracts Regulations, you may have the right to cancel certain online purchases within 14 days.

However, this right does not typically apply to:

  • Sealed goods once opened
  • Perishable items
  • Alcohol products where quality may deteriorate over time

If you have questions about your rights, please contact us — we’re always happy to help.

Delivery Issues

If your order:

  • Does not arrive
  • Arrives damaged
  • Or is incomplete

please notify us within 48 hours so we can resolve it promptly.

Subscriptions

Refunds are not issued for subscription orders that have already been processed after the Ledger Cut-Off.

You remain in full control of your subscription and can cancel at any time ahead of future Drops.

A Final Note

We care deeply about your experience.

If something hasn’t gone as it should, please get in touch — we will always aim to resolve things fairly and thoughtfully.