Returns Policy

Net Express NZ Limited T/A Winc

Please read these terms and conditions of use carefully. These terms and conditions may have changed since your last visit to this site. By using this site, you indicate your acceptance of these terms and conditions. If you do not accept these terms and conditions, then do not use this site.


This policy applies to all customer orders for the supply of goods by Net Express NZ Limited T/A Winc (“Winc”).

Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These statutory or consumer guarantees have no set time limit and depending upon the price and quality of the goods, you may be entitled to a remedy after the expiry of the manufacturer’s warranty period.

This policy is not intended to exclude or limit any statutory rights which a customer may have.

The customer may return goods to Winc for change of mind and obtain a credit:

  • except for food and beverage products, computer hardware, special order furniture, first aid, and other specially purchased products or products specifically tailored for the customer’s requirements, which may not be returned
  • provided that for office supplies, software or furniture from the Furniture Fundamentals Range, the customer does so within 30 days of delivery and for technology, business machines, and print and promotional materials the customer does so within 14 days of delivery
  • provided a return authorisation is obtained from Winc in advance of goods being returned
  • provided the goods are in their original packaging, unopened, of a current make and model, and otherwise as new and in a saleable condition; and
  • on the basis that risk in the goods remains with the customer until received by Winc.


Please note that for change of mind returns a restocking or return fee may be charged by Winc.

Any goods, which are damaged or defective, delivered after their “use by” or “best before” date, or which are not otherwise in accordance with the customer’s order, may be returned to Winc within a reasonable time after delivery, at no cost to the customer. Within 7 days of the delivery date, Winc must be notified of delivery errors including non-delivery, delivery of incorrect quantities or incorrect goods. Winc guarantees a minimum of 4 weeks shelf life remaining on all food and drink products at time of order processing.

The customer will have the benefit of any applicable manufacturers’ warranties in respect of goods to the extent permissible and Winc will provide all reasonable assistance to facilitate a customer’s warranty claim. The benefits given by such warranties are in addition to other rights and remedies available to the customer under the New Zealand Consumer Law.

For all warranty claims, the customer may contact the relevant supplier or Winc. If you choose to contact Winc, we will liaise with the manufacturer and arrange either an onsite inspection of the goods and we will arrange to collect and assess the goods at no cost to the customer. If a product is determined faulty through no fault of the customer, then Winc will facilitate repair or replacement of the product or offer a refund.

Repair Notice: Where Winc accepts for repair or on behalf of a repairer, goods capable of storing user-generated data, the customer acknowledges that the repair of that product may result in the loss of customer data. Customers are advised to keep a hard copy of any important data and remove all sensitive information prior to submitting goods for repair.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Limitation of Liability: Winc will not accept a returned product where in its reasonable opinion the product is not faulty, the customer has caused the product to become unacceptable or failed to take steps to prevent the product from becoming unacceptable or where the product has been damaged by abnormal use or use not in accordance with manufacturer’s instructions. Winc reserves the right to recover its reasonable costs in relation to goods returned in these circumstances. To the extent permitted by law, under this Returns Policy Winc shall not be liable for collateral, consequential, indirect, incidental or exemplary damages, or any lost profits, loss of data or loss of use, related to the goods.

For product returns or warranty claims please contact our customer service team via phone anywhere in New Zealand on 0800 800 547 or or via email You must contact Customer Service and obtain a Return Advice number before sending goods back to Winc.