Terms & Privacy
Terms & Conditions
1. Our Promise to You
If you purchase any of our wines, beers or spirits, and you are not fully satisfied, we will arrange to collect the product from you free of charge and credit your account for the full amount of that bottle. If you have purchased the wine in a full case quantity, then we will refund you for the full case price as soon as we have collected the wine from you in satisfactory re-sale condition – however, this is on the condition that you have only opened one bottle from the case.
2. Delivery
2.1 Delivery to anywhere on the Isle of Wight is free on orders of £50 or over, and on every Thirst Aid Club box. Other orders under £50 are charged a flat delivery fee of £5. We do not currently offer delivery to mainland UK.
2.2 Our normal delivery days are Monday to Friday. If you are not going to be available to take delivery, please state a safe place where we can leave the wine and we will do so. Alternatively, if you are not home and you have not specified a place to leave the wine, our driver will leave a card and so that we can arrange a more convenient delivery time.
3. Vintage Changes
Due to high demand and constantly changing vintages, we may from time to time have to change the wines that you have ordered. We will send to you the closest vintage available to what has been ordered. If there is a stock issue with a product that you have ordered, we will offer an alternative for the equivalent value so as not to delay the order from getting to you within our delivery terms.
4. Customer Satisfaction
If you are unhappy with our service in any way, please do not hesitate to contact our sales team on 01983 853978. We strive to handle all enquiries quickly and fairly. We will try to resolve your query immediately, however, when an immediate solution is not possible, we will keep you up to date on the progress of your query until a satisfactory resolution has been reached.
5. Pricing and Payment
5.1 All prices quoted are in pounds sterling and are per bottle (unless otherwise indicated). All prices include VAT and any delivery charges.
5.2 We accept all major credit and debit cards but not American Express.
5.3 All prices shown online are for internet orders only. Given the nature of our business and fluctuating exchange rates, we reserve the right to change our prices at any point.
6. Age Restriction
6.1 Sorry, but you can only purchase from winebulanceiow.com if you are 18 years of age or older. By placing an order, you are confirming that you are at least 18 years of age.
6.2 If you are purchasing from winebulanceiow.com with the intention of sending the wine as a gift, the recipient of the wine must also be over 18 years of age.
6.3 We operate a Challenge 25 policy. Our delivery drivers will ask to see photo identification from anyone who appears to be under 25 years of age. If the person receiving the delivery cannot show that they are 18 or over, or if we believe the alcohol is being bought for someone under 18, we will not leave the order and it will be returned to us.
6.4 You can only enter any competition on winebulanceiow.com if you are over 18 year olds. By entering, you are confirming that you are at least 18 years old.
7. Order Security
7.1 All of our payment procedures are taken over a secure sockets layer (SSL), ensuring safe use of credit/debit cards online. We also have additional security to protect our customer database that is restricted to internal use.
7.2 It is your responsibility to keep your account and password details from being disclosed.
8. Order Cancellation Policy
8.1 You may cancel your order at any time for any reason up to 14 days from the date of order, provided that all bottles are unopened, intact and in a suitable re-saleable condition.
8.2 You can cancel your order by calling 01983 853978 or e-mailing orders@wightwines.com
8.3 We will credit you with the price of the wine within 30 days of the wine being returned to us in satisfactory condition.
9. Returns Policy
9.1 Not fully satisfied? If you are not happy with any of our wines, beers or spirits, we will collect the product from you FOC and refund* you or replace the goods without question.
9.2 Damaged goods? If some or all of your wines are damaged during delivery, we will dispatch a replacement order and arrange for the full damaged case to be collected FOC.
9.3 Want to cancel? Orders may be cancelled within 14 days of receipt of goods. We will collect the product from you FOC and a full refund* will be issued provided the goods remain in re-saleable condition.
9.4 How? Contact our customer services team on 01983 853978.
*Please note that reimbursement will be issued within 30 days of us receiving notification of your wish to return goods.
10. Copyright
10.1 You agree and acknowledge that Wight & Wessex Wines Ltd own or have license to all copyright, database rights, trademarks and all other intellectual property rights on all parts of this website.
10.2 You are entitled to use the website only in accordance with the terms and conditions set out here. You must have our prior written consent to use any part of this website in any other manner.
10.3 All persons are prohibited from providing links to winebulanceiow.com other than to our homepage, from either their own or a third parties website without the prior written consent of Wight & Wessex Wines Ltd.
11. Warranty
11.1 We warrant that all wines will be of a satisfactory quality and fit for their general purpose.
12. Limitation of Liability
12.1 Nothing in these terms and conditions excludes Wight & Wessex Wines Ltd from liability for personal injury or death caused by its negligence.
12.2 We will not be liable for any loss or damage caused by us or our employees or agents in circumstances where:
- Loss or damage was not foreseeable to both parties when the contract was formed;
- Loss or damage was not caused by any breach on the part of the supplier;
- Loss or damage relates to business and/or non-consumers.
12.3 Subject to 12.1 we will not be liable for loss or damage caused by the customer handling the wine. We are especially not liable for spillages or breakages.
12.4 Customers should also be aware of the following risks and warnings:
- Alcohol should be consumed responsibly and in moderation.
- A case of wine is heavy and extra care should be taken when lifting.
- Wine, especially red wine, may cause staining if spilt, therefore extra care should be taken.
- Extra care should be taken when opening champagne and sparkling wines as the build up of gasses can cause the cork to shoot out of the bottle at speed when opening.
13. Data Protection
We take your privacy seriously. Our Privacy Policy below explains what information we collect, how we use it and your rights. If you have any questions, please email us at orders@wightwines.com.
14. Bin End Wines
Please note when ordering the bin end wines online, stock levels will vary and sometimes may even become unavailable even though they show as available online. In the event that you order one of these wines we will contact you to advise before despatching your order.
15. Allergens
Please note when ordering any of our wines or attending any of our events, some of the products contain allergenic ingredients and may contain nuts or their derivatives. For any allergenic information on our wines please call 01983 853978 or emailing orders@wightwines.com
16. Gift Vouchers
Wight & Wessex Wines cannot take responsibility for lost or stolen gift vouchers.
17. Discount Voucher Codes
17.1 Discount and voucher codes are for retail customers only and cannot be used on items that are already discounted, including Bin Ends.
17.2 The exception is the Thirst Aid Club member code, which members can use on any other purchase from us, including Mixed Cases. It cannot be used on Club boxes, which already include the member discount.
17.3 Only one discount code can be used per order.
18. Refer a Friend Promotion
Our refer-a-friend promotion lets existing customers and Club members share Winebulance with their friends. To qualify:
- The existing customer must already be on our database or be an active Club member
- The friend must be a new customer (and from a different address to the existing customer)
- The friend must tell us who referred them – by using the existing customer's personal referral link, by filling in "Who sent you?" when joining the Club, or by letting us know when they place their first order
- One free bottle per new customer only
- Club members will receive their free bottle in their next Club box; other customers will receive it with their next order placed
- Existing customers can refer as many friends as they like and get a free bottle with each new customer
- The free bottle will be chosen by The Winebulance, and will be of a similar style and type to the customer's order
19. Thirst Aid Club
19.1 The Thirst Aid Club ("the Club") is a monthly wine subscription. Each month we choose six bottles for you, guided by the preferences you give us, and deliver them to your door on the Isle of Wight.
19.2 You must be 18 or over to join. Our Challenge 25 policy (clause 6) applies to every Club delivery.
19.3 When you join, you choose a level – the average price per bottle you'd like (for example, £12.50). Your monthly price is shown when you join and already includes your 10% member discount, VAT and free delivery.
19.4 Every box contains six bottles worth six times your level at our normal retail prices, and you pay 10% less than that. For example, at the £12.50 level you receive £75 of wine (6 × £12.50) and pay £67.50. Some bottles may be priced a little above your level and some a little below, but the total worth is always the same or more, never less.
19.5 We choose the wines. We will take your preferences into account, but we cannot guarantee any particular wine, producer or vintage. If a wine becomes unavailable, we may substitute one of a similar style and quality (see clause 3).
19.6 Your first payment is taken when you join, and your first box will be delivered within a few working days. After that, you will be charged on the 1st of each month, and your box will be delivered during the first week of that month (Monday to Friday).
19.7 You can change your level, preferences or delivery address at any time. Changes made before the 1st of the month apply to that month's box; changes made after the 1st apply from the following month.
19.8 You can skip a month, pause or cancel at any time, through "Manage your subscription" in your account or by contacting us. To avoid being charged for the next box, please do so before the 1st of the month. There is no minimum term and no cancellation fee.
19.9 If you cancel within 14 days of receiving your first box, you can return any unopened bottles from that box for a refund, in line with your statutory rights. This does not affect our promise in clause 1 if you are not satisfied with a wine.
19.10 While your membership is active, you are entitled to 10% off any additional purchases from us.
19.11 On every fourth Club box we deliver (your 4th, 8th, 12th and so on), we will include one extra bottle free of charge, chosen by us. Skipped or paused months do not count towards this. The free bottle has no cash alternative and ends if your membership ends.
19.12 We may change the Club prices or levels. We will give you at least 30 days' notice by email, and you can cancel before the change takes effect.
19.13 If a payment fails, we will try again up to three times, seven days apart. If payment still cannot be taken, your membership will be cancelled and we will let you know.
19.14 If we are unable to deliver a box – for example, if nobody aged 18 or over is available to receive it – we will contact you to rearrange. Boxes that cannot be delivered after reasonable attempts may be cancelled and refunded, less any reasonable costs.
Privacy Policy
Wight & Wessex Wines Ltd ("we", "us"), trading as Winebulance, is committed to protecting the privacy of everyone who visits winebulanceiow.com or buys from us. This policy explains what information we collect, how we use it and the choices you have.
Wight & Wessex Wines Ltd is registered in England (company number 11581491) and is the data controller for the information described here.
1. Information we collect
When you visit our website, create an account, join the Thirst Aid Club or place an order, we may collect:
- your name, delivery and billing address, email address and phone number
- your order history, and any preferences you give us (for example your Club wine preferences, likes and dislikes)
- who referred you to us, if you tell us
- payment details, which are processed securely by our payment provider (we never see or store your full card number)
- information about how you use our website, collected through cookies (see section 4)
- anything you tell us when you email, call or message us
2. How we use your information
We use your information to:
- process, deliver and support your orders and Club boxes
- take payments, including monthly Club payments
- confirm you are 18 or over, as required by law
- choose wines for you if you are a Club member
- run our refer-a-friend promotion
- send you emails about new arrivals, tastings and offers, but only if you have signed up (you can unsubscribe at any time using the link in every email)
- understand how our website is used, so we can improve it
- meet our legal and accounting obligations
We use your information because we need it to fulfil your order (contract), because you have given your consent (for marketing emails and non-essential cookies), because the law requires it, or because it is in our legitimate interests to run and improve our business.
3. Who we share it with
We only share your information with trusted companies that help us run our business, such as:
- Shopify, which hosts our online shop and processes payments
- our delivery team
- email and IT service providers
These companies only use your information to provide their services to us. Some of them, including Shopify, may store information outside the UK; where they do, appropriate safeguards are in place.
We will never sell your information. We will only share it otherwise if the law requires us to, or if our business is sold or merged, in which case your information may pass to the new owners.
4. Cookies
Cookies are small files stored on your device. We use essential cookies to make our website work (for example to remember what is in your crate). With your permission, we and our partners also use cookies to understand how our website is used and to improve it. When you first visit, a banner lets you accept or decline non-essential cookies, and you can change your choice at any time using the "Cookie preferences" link. You can also block cookies in your browser settings, although some parts of the website may not then work properly.
5. How long we keep it
We keep your order information for as long as needed to provide our services and to meet legal and tax requirements (usually six years). If you unsubscribe from marketing emails, we will stop sending them straight away.
6. Your rights
Under UK data protection law you have the right to:
- ask for a copy of the information we hold about you
- ask us to correct anything that is wrong
- ask us to delete your information (unless we need to keep it by law)
- object to or restrict how we use it
- withdraw your consent at any time, for example to marketing emails
To do any of these, email us at orders@wightwines.com. If you are unhappy with how we have handled your information, you can complain to the Information Commissioner's Office (ico.org.uk).
7. Links to other websites
Our website may link to other websites. We are not responsible for their content or their privacy practices, so please read their privacy policies.
8. Changes to this policy
We may update this policy from time to time. Any changes will be posted on this page.
9. Contact us
Terms & Privacy
Terms & Conditions
1. Our Promise to You
If you purchase any of our wines, beers or spirits, and you are not fully satisfied, we will arrange to collect the product from you free of charge and credit your account for the full amount of that bottle. If you have purchased the wine in a full case quantity, then we will refund you for the full case price as soon as we have collected the wine from you in satisfactory re-sale condition – however, this is on the condition that you have only opened one bottle from the case.
2. Delivery
2.1 Standard delivery for 6 or more bottles to anywhere on the Isle of Wight is free of charge. We do not currently offer delivery to mainland UK.
2.2 Our normal delivery days are Monday to Friday. If you are not going to be available to take delivery, please state a safe place where we can leave the wine and we will do so. Alternatively, if you are not home and you have not specified a place to leave the wine, our driver will leave a card and so that we can arrange a more convenient delivery time.
3. Vintage Changes
Due to high demand and constantly changing vintages, we may from time to time have to change the wines that you have ordered. We will send to you the closest vintage available to what has been ordered. If there is a stock issue with a product that you have ordered, we will offer an alternative for the equivalent value so as not to delay the order from getting to you within our delivery terms.
4. Customer Satisfaction
If you are unhappy with our service in any way, please do not hesitate to contact our sales team on 01983 853978. We strive to handle all enquiries quickly and fairly. We will try to resolve your query immediately, however, when an immediate solution is not possible, we will keep you up to date on the progress of your query until a satisfactory resolution has been reached.
5. Pricing and Payment
5.1 All prices quoted are in pounds sterling and are per bottle (unless otherwise indicated). All prices include VAT and any delivery charges.
5.2 We accept all major credit and debit cards but not American Express.
5.3 All prices shown online are for internet orders only. Given the nature of our business and fluctuating exchange rates, we reserve the right to change our prices at any point.
6. Age Restriction
6.1 Sorry, but you can only purchase from winebulanceiow.com if you are 18 years of age or older. By placing an order, you are confirming that you are at least 18 years of age.
6.2 If you are purchasing from winebulanceiow.com with the intention of sending the wine as a gift, the recipient of the wine must also be over 18 years of age.
6.3 Our delivery drivers reserve the right to ask to see identification of anyone who they are not sure of being at least 18 years of age.
6.4 You can only enter any competition on winebulanceiow.com if you are over 18 year olds. By entering, you are confirming that you are at least 18 years old.
7. Order Security
7.1 All of our payment procedures are taken over a secure sockets layer (SSL), ensuring safe use of credit/debit cards online. We also have additional security to protect our customer database that is restricted to internal use.
7.2 It is your responsibility to keep your account and password details from being disclosed.
8. Order Cancellation Policy
8.1 You may cancel your order at any time for any reason up to 14 days from the date of order, provided that all bottles are unopened, intact and in a suitable re-saleable condition.
8.2 You can cancel your order by calling 01983 853978 or e-mailing orders@wightwines.com
8.3 We will credit you with the price of the wine within 30 days of the wine being returned to us in satisfactory condition.
9. Returns Policy
9.1 Not fully satisfied? If you are not happy with any of our wines, beers or spirits, we will collect the product from you FOC and refund* you or replace the goods without question.
9.2 Damaged goods? If some or all of your wines are damaged during delivery, we will dispatch a replacement order and arrange for the full damaged case to be collected FOC.
9.3 Want to cancel? Orders may be cancelled within 14 working days of receipt of goods. We will collect the product from you FOC and a full refund* will be issued provided the goods remain in re-saleable condition.
9.4 How? Contact our customer services team on 01983 853978.
*Please note that reimbursement will be issued within 30 days of us receiving notification of your wish to return goods.
10. Copyright
10.1 You agree and acknowledge that Wight & Wessex Wines Ltd own or have license to all copyright, database rights, trademarks and all other intellectual property rights on all parts of this website.
10.2 You are entitled to use the website only in accordance with the terms and conditions set out here. You must have our prior written consent to use any part of this website in any other manner.
10.3 All persons are prohibited from providing links to winebulanceiow.com other than to our homepage, from either their own or a third parties website without the prior written consent of Wight & Wessex Wines Ltd.
11. Warranty
11.1 We warrant that all wines will be of a satisfactory quality and fit for their general purpose.
12. Limitation of Liability
12.1 Nothing in these terms and conditions excludes Wight & Wessex Wines Ltd from liability for personal injury or death caused by its negligence.
12.2 We will not be liable for any loss or damage caused by us or our employees or agents in circumstances where:
- Loss or damage was not foreseeable to both parties when the contract was formed;
- Loss or damage was not caused by any breach on the part of the supplier;
- Loss or damage relates to business and/or non-consumers.
12.3 Subject to 12.1 we will not be liable for loss or damage caused by the customer handling the wine. We are especially not liable for spillages or breakages.
12.4 Customers should also be aware of the following risks and warnings:
- Alcohol should be consumed responsibly and in moderation.
- A case of wine is heavy and extra care should be taken when lifting.
- Wine, especially red wine, may cause staining if spilt, therefore extra care should be taken.
- Extra care should be taken when opening champagne and sparkling wines as the build up of gasses can cause the cork to shoot out of the bottle at speed when opening.
13. Data Protection
By providing your details to Wight & Wessex Wines Ltd, you consent to Wight & Wessex Wines Ltd maintaining, recording, holding and using the information you gave Wight & Wessex Wines Ltd at the time of ordering to process your orders, to improve our service and inform you of promotions. All data is collected lawfully and maintained in accordance with the Data Protection Act 2018. See our full Privacy Policy.
If you have any questions regarding our privacy policy, please e-mail us at orders@wightwines.com
14. Bin End Wines
Please note when ordering the bin end wines online, stock levels will vary and sometimes may even become unavailable even though they show as available online. In the event that you order one of these wines we will contact you to advise before despatching your order.
15. Allergens
Please note when ordering any of our wines or attending any of our events, some of the products contain allergenic ingredients and may contain nuts or their derivatives. For any allergenic information on our wines please call 01983 853978 or emailing orders@wightwines.com
16. Gift Vouchers
Wight & Wessex Wines cannot take responsibility for lost or stolen gift vouchers.
17. Discount Voucher Codes
Only applicable to retail customers. Not applicable on items already discounted including Mixed Cases and Bin Ends.
18. Refer a Friend Promotion
Our tell your friends promotion is for existing customers to share with their friends. In order to qualify:
- The existing customer must be on our database
- The friend must be a new customer (and from a different address to the existing customer)
- One free bottle per new customer only
- The existing customer will receive the free bottle with their next order placed
- Existing customers can refer as many friends as they like and get a free bottle with each new customer
- The free bottle will be chosen by The Winebulance, and will be of a similar style and type to the customer's order
Privacy Policy
Wight & Wessex Ltd is committed to preserving the privacy of all visitors to www.winebulanceiow.com
Please read the following privacy policy to understand how we use and protect the information that you provide to us.
By registering or placing an order on this site, you consent to the collection, use and transfer of your information under the terms of this policy. This policy is effective from November 1 2016.
1. Information That We Collect From You
When you visit, register or order products or services on www.winebulanceiow.com you may be asked to provide certain information about yourself including your name, contact details and credit or debit card information. We may also collect information about your usage of our website as well as information about you from messages you post to the website and e-mails or letters you send to us.
2. Use of Your Information
2.1 Your information will enable us to provide you with access to all parts of our site and to supply the goods or services you have requested. It will also enable us to bill you and to contact you where necessary concerning your orders. We will also use and analyse the information we collect so that we can administer, support, improve and develop our business.
2.2 In particular, we may use your information to contact you for your views on our services and to notify you occasionally about important changes or developments to the site or our services. Further, where you have consented, we might also use your information to let you know about other products and services which we offer, of a similar nature to that which we already provide, which may be of interest to you and we may contact you by post, telephone or fax, as well as by e-mail. If you change your mind about being contacted in the future, please let us know.
3. Disclosure of Your Information
3.1 The information you provide to us will be held on our computers and may be accessed by or given to our staff working within the UK and abroad. Those parties process information, fulfil and deliver orders, process credit card payments and provide support services on our behalf.
3.2 Where you have consented when providing us with your details, we may also allow our marketing company to contact you occasionally about products and services which may be of interest to you. They may contact you by post, telephone or fax, as well as by e-mail. If you change your mind about being contacted by these companies in the future, please let us know.
3.3 Finally, if our business enters into a joint venture with or is sold to or merged with another business entity, your information may be disclosed to our new business partners or owners.
3.4 Unless required to do so by law, we will not otherwise share, sell or distribute any of the information you provide to us without your consent.
4. Cookies
Cookies are small amounts of information which we store on your computer.
Unless you have indicated your objection when disclosing your details to us, our system will issue cookies to your computer when you log on to the site. Cookies make it easier for you to log on to and use the site during future visits. They also allow us to monitor website traffic and to personalise the content of the site for you. You may set up your computer to reject cookies although, in that case, you may not be able to use certain features on our site.
5. Linking
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over other websites. Therefore, we cannot be responsible for the protection and privacy of any information which you provide while visiting such sites, and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
6. Accessing and Updating
6.1 You are entitled to see the information held about you and you may ask us to make any necessary changes to ensure that it is accurate and kept up to date. If you wish to do this, please contact us. We are entitled by law to charge a fee of ten pounds (£10) to meet our costs in providing you with details of the information we hold about you. If you would like a copy of the information held about you, please contact us at orders@wightwines.com
6.2 If you think any information we have about you is incorrect or incomplete, please write to us or e-mail us as soon as possible. We will correct or update any information as soon as possible.
7. Changes to Our Privacy Policy
Any changes to our privacy policy in the future will be posted to the site and, where appropriate, through e-mail notification.
8. Contact
All comments, queries and requests relating to our use of your information are welcomed.
Questions about any of this?
Call us on 01983 853978 or email orders@wightwines.com
