Customer Terms

CUSTOMER TERMS

These customer terms sets out the terms between you and WINE SCOUT PTE. LTD. (“we” or “us”) relating to all orders for products which are submitted by you through www.winescout.com.sg (the “Platform”). These customer terms apply to all customers who submit an order to our Platform.

Your submission of an order means that you accept, and agree to abide by, all the terms and conditions in these customer terms, which form part of and supplement our terms of use for our Platform.

ORDER POLICY

We will attempt to be as accurate as possible in our description of the products offered by us on the Platform. Notwithstanding the foregoing, we do not warrant that any such description or any other information, content or materials offered as part of the Services is accurate, complete, reliable or current. You agree that we will not be liable for any disparities or errors in such description, information, content or materials.

All orders are subject to the stock availability of the product. We reserve the right to cancel, amend or reject your order in whole or in part, at any time and without liability or compensation, where any product is out of stock or unavailable for any reason. We also reserve the right to limit your order of a product to the quantity available at that time.

Vouchers, promotions and discounts cannot be used in conjunction with any other vouchers, promotions or discounts. You must comply with and observe all applicable terms and conditions. If you breach any such terms and conditions, we shall be entitled to charge you the full price of the product, along with any other administrative fees at our prevailing rates (without prejudice to any other rights or remedies that we may have at law or otherwise). We reserve the right to amend these terms and conditions, or to suspend or terminate any vouchers, promotions or discounts at any time without prior notice and without any liability to you.

By placing your order on the Platform, you authorise us to transmit information about you from and to third parties from time to time, including but not limited to verification checks that we may be required to make involving payment in order to authenticate your identity, validate such payment, and enable us to make delivery of the ordered product to you. We will not be liable for any unauthorised disclosure or use of your information by third parties.

We will not process any orders that attempt to use an expired, incorrect or otherwise non-functioning credit or debit card (including but not limited to cards that have exceeded their limit). In the event that any such order is processed, we reserve the right to collect any unpaid sums from you through an alternate payment method, and to charge an administrative fee at our prevailing rates then in force.

DELIVERY POLICY

We deliver to anywhere on the main island of Singapore. Additional fees may be payable for delivery to addresses outside of the main island of Singapore.

We may arrange for the delivery of any products purchased by you via the Platform by, at our discretion, a third-party logistics vendor or our in-house logistics vendor (the “Deliverer”). The timing for delivery of any product is subject to the availability of the Deliverer.

We will not be responsible for any delay in the delivery of a product, or for any damage sustained by or the loss of any product during the delivery process or at any other time, save where this results from our gross negligence or fault. We are not and will not become, at any point in time, the holder of any beneficial or legal interest in any product.

You are responsibility for ensuring that your personal details in your account with us and any other requested information are accurate and up-to-date, and inputting the correct details whenever you place an order. Any change in details which affects your order after it has been submitted (including but not limited to the delivery address) is subject to our approval and the ability of the Deliverer to accommodate the change. If we accept the change, we may charge an administrative fee at our prevailing rates then in force.

We may in our discretion offer tracking for deliveries of the products through the Platform. We will use reasonable endeavours to ensure the accuracy of the tracking information (if available).

If we have to arrange for re-delivery of any products for any reason whatsoever (including but not limited to the event where no one is at the delivery location to receive the products), we reserve the right to charge an administrative fee at our prevailing rates then in force.

If you fail to receive any product which is reflected as delivered on the Platform, kindly email us at indra@winescout.com.sg.

CANCELLATION POLICY

Please note that all cancellations of orders shall be accepted by us on a case-by-case basis. If we agree to cancel an order after it has been submitted, we reserve the right to charge an administrative fee at our prevailing rates then in force.

In the event of a successful cancellation, we will issue a refund for the order, save that shipping fees for the cancelled order may be refunded only on a case-by-case basis. As the refund shall be processed by third party payment vendors, we will not be liable for any delay in the processing of refunds.

REFUND AND EXCHANGE POLICY

In the event that you wish to seek a refund or exchange for any defective products purchased by you via the Platform, you are responsible for contacting us directly. We will not accept any other claims for refunds or exchanges for products purchased on the Platform.

We may at our discretion issue a refund for or exchange the defective products, provided always that:
(a)for damaged bottles or incorrect products (excluding rolling of vintage), this is notified to us immediately at the point of delivery;
(b)for all other defects, a written request for refund or exchange is received by us within 7 days of the date of delivery, in accordance with this clause;
(i)the request must be submitted through a ticket submission via the Platform Support Page or by writing to indra@winescout.com.sg;
(ii)the request must indicate the order number, the description of the defective product, and the reason for the request;
(iii)the request must be accompanied by supporting documents, including but not limited to the original receipt and an image of the defective product.
(c)the products are, if requested by us, returned to us in their original packaging and are, in our opinion, in a resalable state;
(d)where the product is a bottle of corked or cooked wine, it is not less than 80% full at the point of return and sealed effectively utilising the original cork or cap. This will be subject to verification by our staff;
(e)if the product is a bottle which is over 10 years of age or which has a regular retail price of SGD200 or above, we will not be able to offer a refund;
the products were defective at the point of delivery and were not damaged, repaired or otherwise altered by you. We shall be entitled to request more information from you regarding the defect(s), including supporting documentation and photographic evidence, and to conduct our own investigations into the defective products.

Shipping fees for the defective products may be refunded to you on a case-by-case basis.

All refunds will be subject to the deduction of any outstanding fees and charges. As the refund shall be processed by third party payment vendors, we will not be held liable for any delay in the processing of refunds.

Notwithstanding the above, the exchange of any defective products is subject to the stock availability of the product. We do not guarantee the successful replacement of any defective products and shall not be liable for any failure to offer a one-to-one exchange of the product.

DISPUTES

If you wish to make any complaint or claim regarding a product offered via the Platform, you may open a claim with us via the Platform Support Page or by writing to indra@winescout.com.sg (a “Claim”).

We shall be entitled to request more information from you regarding the dispute, including supporting documentation and photographic evidence.

We will review each Claim on a case-by-case basis. We are not obliged at any time to review a Claim. We do not guarantee and/or warrant any return or replacement of a product or other resolution of the dispute in your favour. Our decision regarding the Claim shall be final.