Return and Refund Policy

Thank you for shopping at Hancy Marketplace. We take pride in delivering premium Australian alcohol-free wines to your doorstep. Due to the consumable and fragile nature of our products, please review our strict return and refund guidelines below.

1. Eligibility for Returns

We accept returns and refund requests strictly under the following conditions:

• Timeframe: You must request a return or report an issue within 7 days of receiving your delivery.

• Condition: To be eligible for a return, your item must be unused, unopened, and in the exact same condition that you received it. All original bottle seals and labels must be completely intact. It must also be in the original packaging.

• Proof of Purchase: A receipt or proof of purchase (such as your order confirmation email) is required to complete your return.

2. Non-Returnable Items

For food safety and hygiene reasons, we cannot accept returns or offer refunds for:

• Any bottle that has been opened, unsealed, or consumed, even partially.

• Products purchased as part of a final sale or clearance event.

• Curated hot-selling bundles where only a portion of the bundle is being returned (bundles must be returned in full if eligible).

3. Damaged or Broken Goods

We take the utmost care in packing our glass bottles. However, if your order arrives damaged or broken due to courier handling, please follow these steps immediately:

• Do Not Accept: If there is visible liquid damage or the sound of broken glass upon delivery, please reject the parcel from the courier.

• Provide Evidence: If the parcel was already dropped off, you must contact us within 24 hours of delivery. You must provide clear, well-lit photographs of the damaged item(s), the interior packaging, and the exterior box showing the shipping label attached.

• Resolution: Once your evidence is reviewed and approved, we will gladly arrange a replacement of the damaged bottles or issue a full/partial refund, depending on stock availability and your preference.

4. Incorrect Items Received

If you receive the wrong product (e.g., you ordered one wine variety but received another), please contact us within 48 hours of delivery with a photo of the incorrect items. We will arrange to collect the incorrect order and ship the correct items to you at our expense. The incorrect items must remain unopened and in their original condition.

5. Refund Process

• Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

• If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5 to 10 business days, depending on your bank's processing times.

6. Return Shipping Costs

• Customer Responsibility: If you are returning an item due to a change of mind (and the item is still sealed and eligible), you will be responsible for paying for your own shipping costs to return the item. Shipping costs are non-refundable. If you receive a refund, the cost of the original flat-rate delivery (RM15) will be deducted from your refund.

• Our Responsibility: If the return is due to our error (e.g., wrong item sent) or damaged goods, Hancy Marketplace will cover the return shipping logistics and costs.

• Safe Transit: If you are shipping an item back to us, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item, and we cannot issue refunds for items broken during the return transit.

7. Contact Us