Orders
All orders are subject to our final confirmation and all the wines are offered subject to remaining unsold.
Prices are subject to change without notice. All the wines offered by TenCellars are professionally stored at ideal conditions in our Hong Kong warehouse, expect for the wines stated as 'on arrival'.
By placing an order, the Customer confirms that he/she is 18 years old or over. It is illegal to sell wine to people under the age of 18.
Wine Conditions
All the wines offered are top shoulder or better, unless otherwise stated. Although we strive to find wines in their best condition, the Customer must make appropriate allowances for natural variations of levels, conditions of cases, labels, capsules and corks for old wines. We do not accept returns, but we can provide specific pictures of the bottles if requested by email or contact us form.
Payment
Payment is due immediately upon confirmation of order.
Method of payment is preferably in the form of bank transfer to our HSBC account, or we give the chance to the Customer to pay through Paypal with credit cards.
Upon receipt of proof of payment before 1pm, delivery can be arranged the next business day. Otherwise, an extra business day is required.
An order will be valid for 3 days. If payment is not received during this period, the order will be cancelled.
Breakages/Damages
All the customers are requested to examine the wines immediately upon collection or delivery for any damages. Claims (if any) must be logged at the time of delivery, otherwise any breakages or shortfall shall be deemed to have occurred thereafter, and TenCellars can't be anyhow considered responsible.
Exchange and Refund Policy
If you discover that a product is damaged or not in good condition upon delivery, please contact our Customer Service Department within 3 days of receipt to arrange a product exchange. Requests made after this period will not be accepted. Except as stated below, we do not accept requests for product exchanges or order cancellations under normal circumstances.
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Product Condition Issues
To process an exchange or refund for a product that is damaged or not in good condition, customers must provide clear photographs of the product and return at least one-half (1/2) of the remaining liquid content for inspection and verification. -
Non-Refundable Items
Refunds will not be granted under any circumstances once the recipient has confirmed receipt of the goods for the following items:- All glassware and drinking utensils
- Any red wine, white wine, spirits, or champagne valued over HKD $2,000 per bottle
- Any red wine, white wine, spirits, or champagne older than 10 years, calculated on a per-bottle basis
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Free Gifts
All returned products must include any free gifts received at the time of purchase. If free gifts are not returned, their value will be deducted from the refund amount. -
Personal Reasons
We do not accept any requests for product exchange, refund, or order cancellation due to personal reasons, change of mind, or price fluctuations. -
Overseas Orders
All overseas orders are strictly non-exchangeable and non-refundable under any circumstances. Customers may request product photographs before delivery is arranged or before finalizing the order.
Storage
We provide storage service to our clients, in our professional warehouse in Hong Kong, at ideal conditions (13-16 degrees, 75% relative humidity). All the wines ordered should be accepted for delivery or collected within 7 days.
Storage is charged at HK$24 per case per month (or any period less than a month).
Force Majeure
TenCellars shall not be liable for any failure to meet our obligations occasioned by circumstances beyond our reasonable control.
Jurisdiction
All sales and contracts are governed by the laws of Hong Kong SAR.
Privacy Policy
The purpose of collecting personal information is to provide the best user experience on our website. All this information will always be kept confidential and protected by our encrypted data storage technology.
