1. Scope

This Policy applies to products purchased directly from the Gitana Winery online store, with delivery exclusively within Switzerland.

Products purchased from stores, distributors or other partners must be returned to the point of sale from which they were purchased, in accordance with its terms.

This Policy supplements the Terms and Conditions of Sale and the Delivery Policy applicable to the Swiss online store.

2. Cancelling an order

To cancel or amend an order, the customer must contact us as soon as possible at swiss.sales@gitanawinery1953.com, quoting the order number.

An order may be cancelled free of charge if the request is received before the order has been prepared and handed over to Swiss Post.

We cannot guarantee cancellation or amendment once processing has begun. If the shipment has already been handed over to Swiss Post, the voluntary return rules set out below apply.

If cancellation is possible, we will confirm it in writing and refund any amounts already paid through the payment method used for the order.

3. Cancellation by Gitana Winery

We may cancel all or part of an order where:

• the product is no longer available;
• payment cannot be confirmed;
• the order information or delivery address is incomplete or manifestly incorrect;
• the delivery address is not in Switzerland;
• there are reasonable indications of fraud or misuse;
• the age requirements are not met;
• an obvious technical error has affected the price, stock or product description;
• performance of the order has become impossible for reasons beyond our reasonable control.

If we cancel an order, we will inform the customer and refund all amounts paid for products that will not be delivered, including the related delivery charges.

4. Voluntary returns

Although Swiss law does not provide a general right of withdrawal for online purchases, Gitana Winery voluntarily allows eligible products to be returned within 14 calendar days of receipt of the order.

To qualify for return, a product must:

• be unopened and sealed;
• show no signs of use or damage;
• be in its original packaging, where such packaging was provided;
• have been stored and transported under suitable conditions;
• be accompanied by proof of purchase or the order number.

The return request must be sent within the 14-day period to [email address], before the products are shipped back.

Sending the request within the stated period is sufficient to meet the return deadline, but the products must be dispatched without undue delay after our instructions are received.

Do not send products to our premises without prior confirmation of the return address and procedure.

5. Products that cannot be returned due to a change of mind

Except for defective, damaged or incorrectly delivered products, we do not accept returns of:

• bottles that have been opened, unsealed or partially consumed;
• products damaged after delivery due to improper handling or storage;
• personalised or made-to-order products;
• products that can no longer be resold in suitable condition;
• products purchased from independent distributors or stores;
• gift cards or vouchers that have already been used, if offered;
• services or experiences that have already been provided, if made available for purchase through the website.

Products purchased as part of a promotion are subject to the same return policy unless different conditions were clearly stated before the order was placed.

6. Costs of a voluntary return

Where a return is made solely because the customer has changed their mind:

• the customer bears the cost of returning the products to Gitana Winery;
• the customer is responsible for suitable packaging and bears the transit risk until the parcel is received;
• we recommend using a tracked shipping method;
• the original delivery charge is not refundable;
• additional packaging or delivery services are not refundable.

Do not ship bottles without packaging suitable for transporting fragile products. We cannot refund products damaged during return transit as a result of inadequate packaging.

7. Products damaged in transit

If the parcel shows visible damage, leakage or broken bottles, the customer should contact us as soon as possible at swiss.sales@gitanawinery1953.com.

To assess the request, we may ask for:

• the order number;
• a description of the issue;
• photographs of the outer parcel;
• photographs of the shipping label;
• photographs of the inner packaging and affected products;
• retention of the packaging and products until the assessment is complete.

Damaged products do not need to be returned before you receive our instructions.

If the damage is confirmed, depending on the circumstances and availability, we will offer:

• replacement of the product at no additional cost;
• a refund of the price of the affected product;
• another solution agreed with the customer.

Gitana Winery will bear the reasonable costs of any return that we request for a damaged product.

8. Incorrect, incomplete or non-conforming products

If you receive a product other than the one ordered, an incorrect quantity or a product that does not conform to the essential information presented at the time of purchase, please contact us without delay at swiss.sales@gitanawinery1953.com.

Depending on the circumstances, we may:

• send the correct product;
• send any missing products;
• replace the product;
• grant an appropriate price reduction;
• refund all or part of the amount paid.

If we request the return of an incorrect or non-conforming product, we will provide the applicable procedure and Gitana Winery will bear the reasonable return costs.

9. Wine quality issues

Tasting notes describe a sensory experience and do not guarantee an identical perception for every consumer. A personal preference regarding the wine's taste, aroma, colour or style does not in itself constitute a defect.

If, however, you suspect an objective fault in the wine — for example spoilage, improper oxidation, contamination or an evident cork fault — please contact us as soon as possible and retain:

• the bottle and any remaining contents;
• the cork, if relevant;
• the label and batch number;
• proof of purchase.

We may request photographs or additional information and, where reasonably necessary, the return of the bottle for examination.

If the issue is confirmed, we will offer a replacement, refund or another appropriate solution.

We are not responsible for deterioration of the wine after delivery caused by exposure to excessive temperatures, direct light, frost, improper storage or incorrect handling.

10. Refunds

After receiving and inspecting the returned products, we will inform the customer whether the return has been accepted.

The refund will be made through the same payment method used to place the order unless another method is expressly agreed.

The refund will be initiated within 14 calendar days after the return is accepted. The time at which the amount becomes visible in the customer's account may depend on the bank or payment provider.

For voluntary returns, the refund may be withheld until the products have been received and inspected.

If only part of an order is returned, only the value of the products accepted for return will be refunded. The original delivery charge is not refundable.

If the entire order is cancelled by Gitana Winery or cannot be delivered for a reason attributable to us, the original delivery charge will also be refunded.

11. Returned products that do not meet the conditions

If returned products do not meet the conditions of this Policy, we may refuse the refund after reviewing the circumstances.

We will inform the customer and, where possible, give them the opportunity to recover the products. The customer may be required to bear the cost of shipping them again.

Products will not be destroyed without prior notice to the customer, except where they cannot be retained for safety or legal reasons.

12. Refused, uncollected or returned parcels

Refusing or failing to collect a parcel does not automatically constitute the proper exercise of the voluntary return right.

If a parcel is returned because of an incorrect address, inability to verify age, unjustified refusal to accept delivery or failure to collect it on time, we will contact the customer to determine the appropriate solution.

We may require payment of the cost of a new shipment. If a refund is requested, we may deduct shipping and return costs that may lawfully be charged to the customer.

13. Exchanges

Direct exchanges are offered only subject to stock availability and our confirmation.

If the requested product is unavailable, we may refund the returned product and the customer may place a new order.

Any price difference will be communicated before the exchange is confirmed.

14. Customer's statutory rights

The voluntary return provided under this Policy does not limit the customer's rights in relation to defective, damaged, incorrectly delivered or non-conforming products.

The recommended time limits for reporting transport or quality issues help us investigate the matter and do not exclude mandatory rights under applicable law.

Nothing in this Policy excludes or limits liability where such exclusion or limitation is prohibited by law.

15. Return address

Products accepted for return must be sent exclusively to the address communicated in the confirmation of the return request:

Gitana Wine House GmbH

Full return address in Switzerland: Forchstrasse 28, 8008 Zurich

Reference: return for order no. [order number]

16. Contact

For cancellations, returns, damaged products or refund requests:

Gitana Wine House GmbH

Email: swiss.sales@gitanawinery1953.com

Telephone: +41 78 251 15 77

Customer service hours: Monday–Sunday, 12:00–20:00

To help us resolve your request promptly, please quote the order number and clearly describe the issue.