Refund policy

Last updated: 29th June 2026

At Cellar Atlas, we want every bottle you receive to reflect the care, passion, and craftsmanship of the producers we work with. If something is not right, or if you wish to exercise your legal right of withdrawal, this page explains exactly how returns, refunds, and the EU cooling-off rules work.

This policy applies to all purchases made through our online store.

1. Order cancellation (before dispatch)

If your order has not yet been dispatched, you may cancel it at any time by using the "Cancel or return your order" link in the footer of our store, or by logging into your account and navigating to your order.

  • Select the items you wish to cancel and confirm your request. You will receive an automatic confirmation email immediately.
  • Once the order has been dispatched, cancellation via this method is no longer available. You may then rely on your Right of Withdrawal (section 3 below).

You may also contact us at shop@cellaratlas.com, though we recommend using the self-serve option for the fastest response and to ensure your request is timestamped correctly.

2. Damaged or incorrect items

Please inspect your order upon delivery. If a product is:

  • damaged,
  • leaking,
  • broken,
  • or not the item you ordered,

contact us immediately at shop@cellaratlas.com with photos of the issue.

We will arrange a replacement or refund in accordance with your legal rights.

3. Your EU Right of Withdrawal (14-day cooling-off period)

Consumers purchasing from Cellar Atlas have the right to withdraw from their purchase within 14 days of receiving the goods, without giving any reason.

The withdrawal period expires 14 days after the day you (or someone you designate) receive the last item in your order. If the withdrawal period would expire on a weekend or public holiday, it is extended to the next working day.

How to exercise your right

The easiest way to exercise your right of withdrawal is through our store directly:

  • Click "Cancel or return your order" in the footer of our store, or log into your account and go to your order.
  • Select the items you wish to withdraw from, confirm your details, and submit. You will receive an automatic confirmation email immediately as required by EU Directive 2023/2673.

Alternatively, you may withdraw by sending an unequivocal written statement to:

  • Email: shop@cellaratlas.com
  • Postal Address:
    Cellar Atlas
    Willebrordusstraat 60
    3037TV Rotterdam
    The Netherlands

You may, but do not have to, use the model withdrawal form at the bottom of this page.

Your notice must be sent before the withdrawal period ends.

4. Returning your order (after withdrawal)

After notifying us of your withdrawal, you must return the products within 14 days to:

Cellar Atlas
Willebrordusstraat 60
3037TV Rotterdam
The Netherlands

Return shipping costs

  • You are responsible for the direct cost of returning the goods.
  • We recommend using a tracked shipping method, as you bear responsibility for the goods until we receive them.

Condition of returned goods

To comply with EU law:

  • Products must be handled with care and returned in their original, unaltered condition.
  • You are liable for any diminished value resulting from handling beyond what is necessary to inspect the goods.
  • We reserve the right to inspect returned items before issuing a refund. If goods are returned in a condition that reduces their value, we may deduct an appropriate amount from your refund.

Important for wines

  • Unopened and sealed bottles only are eligible for withdrawal.
  • Opened or unsealed bottles cannot be returned, as they are no longer suitable for resale.

5. Refunds

If you withdraw from the purchase:

What we refund

We will refund:

  • the full purchase price, and
  • the cost of the cheapest standard delivery option offered at checkout.

We will not refund:

  • any supplementary delivery costs (e.g., express shipping you selected).

Refund method

Refunds are processed through Shopify Payments, using the same payment method you originally used unless you explicitly agree to an alternative (e.g., store credit).

Refund timing

  • For cancellations (unfulfilled orders): we will issue your refund within 14 days of receiving your cancellation request.
  • For returns (fulfilled orders): we will issue your refund within 14 days of receiving the returned goods, or within 14 days of you providing proof of return shipment, whichever is earliest. We are not obliged to refund before we have received the goods back or received evidence that you have sent them.

6. Delivery issues & customer responsibilities

Failed delivery due to absence

If you are not present during delivery attempts and the package is returned to us:

  • we may charge return or redelivery costs.

Incorrect or incomplete address

If the address provided is incorrect or incomplete:

  • additional delivery or return-handling costs may be charged.

Age verification

Wine can only be delivered to persons 18 years or older.

  • If age verification fails, the order will be returned and related costs may be charged.

7. Products not eligible for return or withdrawal

The following items are non-returnable:

  • opened or unsealed wine bottles,
  • gift cards after they have been redeemed.

8. Model withdrawal form

(You may copy, complete, and send this form if you wish to withdraw from your purchase. Using the digital withdrawal button in your account is faster and provides instant confirmation.)

To:

Cellar Atlas
Willebrordusstraat 60
3037TV Rotterdam
The Netherlands

Email: shop@cellaratlas.com

I/We hereby notify you that I/we wish to withdraw from my/our agreement concerning the purchase of the following product(s):

  • Product name(s):
  • Order number:
  • Ordered on / received on:
  • Name of consumer(s):
  • Address of consumer(s):
  • Email:
  • Signature (only if submitting on paper):
  • Date:

9. Contact

If you have questions regarding returns, refunds, or the withdrawal process, please contact: shop@cellaratlas.com.