Refund policy

Last updated: 1st December 2025

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)

You may request an order cancellation by contacting shop@cellaratlas.com.

  • If the order has not yet been dispatched, we will make every effort to cancel it.
  • Once the order has been dispatched, cancellation is no longer possible. You may then rely on your Right of Withdrawal (section 3 below).

Cancellation before dispatch is not guaranteed.

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, without giving any reason.

The withdrawal period expires 14 days after the day you (or someone you designate) receive the goods.

How to exercise your right

You may withdraw by sending an unequivocal 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 the address above.

Return shipping costs

  • You are responsible for the direct cost of returning the goods.
  • We recommend using a tracked shipping method.

Condition of returned goods

To comply with EU law:

  • Products must be handled with care.
  • You are liable for any diminished value resulting from handling beyond what is necessary to inspect the goods.

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

  • We will refund you within 14 days of receiving your withdrawal notice.
  • However, we may wait until:
    • the goods have been returned to us, or
    • you provide proof that the goods have been shipped, whichever is earliest.

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.)

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.