Refund Policy

Asiavino is operated by Eurasia Trading Sarl, Switzerland ("we", "us", "our", the "Company"). This document applies to asiavino.com and to every country-level extension of it (the "Site", the "Platform", the "Service").

Using the Platform means accepting the four documents published on it, which are read together: the Terms and Conditions, the Privacy Policy, the Shipping Policy and the Refund Policy.

This policy has two halves, because two different parties sell on this Platform. Wine is sold by the Seller, and refunds for it are the Seller's decision. Tickets and documents are sold by Asiavino, and refunds for those are ours.

Wine: what the Seller decides

Asiavino does not sell wine and does not take payment for it, so it cannot refund it. What we do is route your request to the Seller, show you the policy that applies, and follow it up. We do not decide the outcome.

When you can ask

The Seller's own refund policy governs, because the Seller sold the wine and took the payment. What follows is the policy Sellers on this Platform apply; where a Seller's own terms differ, its terms are the ones that decide.

You may ask for a refund or a replacement when a shipment arrives damaged, or when you were sent the wrong wine.

Tell us in writing within seventy-two (72) hours of receiving the shipment, giving your order number and the reason, and we will route it to the Seller the same day. Please include photographs where you can: they are usually what settles the question. Reporting later does not by itself end your claim, but it makes it harder for the Seller to establish what happened, and no Seller will consider a request made more than fourteen (14) days after you received the shipment.

What is excluded

• damage caused by extreme temperatures, in either direction
• bottles that have been opened
• anything not in the condition it arrived in, or damaged by use or by accident after delivery
• a wine you chose in error, where what you received matches what you requested
• a change in the price of a wine on the Platform after your order request

How it is handled

The Seller may ask you to return the wine in its original packaging, or to provide photographs instead. Return shipping may be charged where a return is required.

Where the Seller accepts responsibility, it will usually offer a replacement before a refund. Where a refund is made, it is made by the Seller, by the same means you paid the Seller, and normally within fifteen (15) days of the return reaching it.

The Seller may refuse a request where it cannot establish that the damage falls within this policy.

If your reason is not one of those above, the Seller's own policies apply. Its contact details are on the Seller page linked from your order.

Tickets and documents: what Asiavino decides

Where Asiavino is the seller, Asiavino is responsible, and the following applies.

Paid documents and downloads

A paid document is delivered immediately, as a download. Because it is delivered at once and in full, it cannot be returned, and by ordering it you agree that delivery begins immediately and that a right of withdrawal, where one would otherwise apply, is therefore lost.

If a file will not download, is corrupt, or is not what the page described, tell us within fourteen (14) days and we will repair it or refund it.

Where we publish a new version of a document you have ordered, you get the new version at no additional cost, from the same place in your account.

Event tickets

A ticket may be cancelled for a full refund fourteen (14) days or more before the event.

Less than fourteen (14) days before the event a ticket is not refundable, but it may be transferred to somebody else: tell us the name and we will reissue it.

If Asiavino cancels or reschedules an event, you may choose a full refund or a ticket to the rescheduled date. We will tell you by email as soon as we know.

A free ticket carries no payment and therefore no refund. Please release it if you cannot attend, so that somebody else can have the place.

How we refund

We refund by the same means you paid, through Stripe, normally within fifteen (15) days of accepting the request. We do not hold your card details and cannot refund to a different card.

How to ask

Use the contact form on the Site, or write to [email protected]. Give your order number and tell us what happened. We will tell you which of the two halves above applies to your request and, where it is a Seller's decision, we will put it to the Seller and follow it up.

Contact

Eurasia Trading Sarl, Rue du Collège 16, 1325 Vaulion, Switzerland. Company registration CHE-148.614.767. Telephone +41 76 231 44 62. Email [email protected].