Refund policy

Pinotera Limited — Return & Refund Policy
Last Updated: May 19, 2026
At Pinotera Limited ("Pinotera", "we", "us", or "our"), we curate and supply premium wines, artisanal sakes, and rare spirits with the highest commitment to quality. Because our products are highly sensitive to storage conditions, temperature, and handling, all sales made through www.pinotera.com or via our direct private client channels are subject to the strict contractual return and refund terms detailed below.
1. Pre-Delivery Order Revocation & Platform Accuracy

  • Cancellation Window: Orders may only be modified or cancelled prior to being securely packed and dispatched from our climate-controlled warehouse. Once a consignment has been handed over to our logistics partners, the sale is final and cannot be recalled, refunded, or amended.
  • System & Inventory Synchronization Lag: Pinotera deals in highly allocated, rare, and shifting inventories. In instances where an item becomes unavailable due to a sudden discontinuation by a supplier, or if a clear pricing glitch occurs due to technical website synchronization lag, Pinotera reserves the absolute right to unilaterally void and cancel the order prior to delivery. In such cases, we will notify you immediately and issue a full refund to your original payment method. Pinotera is not legally bound to honor sales resulting from manifest digital errors.

2. Passing of Risk & Post-Delivery Claim Bar

  • Mandatory Point-of-Delivery Inspection: The Customer (or their designated agent) must physically inspect all bottles, capsules, labels, and packaging structures immediately upon arrival. Any visible defects, leaks, incorrect vintages, or missing items must be documented on the courier’s delivery receipt and reported to Pinotera on the spot.
  • Passing of Ownership and Risk: Once a delivery has been signed for or accepted without immediate written protest, all risk of physical damage, deterioration, or loss passes entirely to the Customer. Pinotera maintains a strict no-refund, no-return policy for any external damages, broken seals, or aesthetic faults reported after a successful delivery has occurred.

3. Inherent Product Defects ("Corked" Wine Policy)
We recognize that fine wines are organic, agricultural items that can occasionally exhibit natural flaws such as cork taint (TCA) or oxidation. To protect our business viability while providing fair client service, such claims are strictly governed by the following criteria:

  • The HKD $800 Valuation Cap: Claims for corked or structurally spoiled wines will only be evaluated if the individual bottle’s purchase price is strictly below HKD $800.
  • High-Value "As-Is" Exemption: Due to the unpredictable nature of aged, rare, and collectible fine wines, any bottle with a purchase value equal to or exceeding HKD $800 is sold strictly on an "as-is" basis. Pinotera expressly disclaims all financial and product liability for natural spoilage or corkage on premium items over this threshold, and no refunds or exchanges will be granted.
  • Verification Standards for Eligible Claims (<HKD $800): To submit a valid claim for a spoiled bottle under the threshold, the Customer must:
    1. Notify Pinotera via our official communication channels within seven (7) calendar days of the delivery date.
    2. Return the physical bottle to our team containing no less than 75% of its original wine volume, securely sealed with its original cork or cap.
    3. Allow Pinotera's sommelier team to inspect and confirm the inherent flaw. Pinotera retains the sole and final right of determination regarding product flaws.

4. Non-Returnable and Non-Exchangeable Product Categories
Except for validated claims under Section 3, the following products are strictly excluded from any return, refund, or exchange privileges:

  • Opened or Altered Items: Any bottle where the protective wax seal, foil capsule, wire cage, or cork has been cut, unraveled, opened, or altered in any manner.
  • Post-Delivery Storage Degradation: Any products that have been subjected to adverse environmental conditions after delivery, including but not limited to exposure to vibration, fluctuating ambient temperatures, direct sunlight, or lack of proper humidity control.
  • Masterclass & Event Bookings: Fees paid for private tastings, masterclasses, or corporate event curation are non-refundable once the event date has been formally locked into our calendar.

5. Refund Disbursal Framework
Once a return claim is formally approved in writing by Pinotera management:

  • The financial remedy will be issued exclusively back to the original payment gateway or bank accountutilized during the initial checkout.
  • Please allow a processing timeframe of 7 to 10 business days for the credit to clear and reflect on your banking or credit card statement.

Contact & Claims Management
To initiate an order cancellation request prior to dispatch, or to submit a technical corkage claim under the specified valuation limits, please contact the Pinotera Private Clients department:

  • Direct Client Services WhatsApp: +852 6950 3700