Return Policy & Complaints

In terms of our return policy for wine, we want to make sure that our customers are satisfied with their purchases. You have the right to withdraw from your purchase 14 days after you received our products without giving any reason.

After withdrawing from your purchase, you must send the goods back within 14 days after informing us. If you make use of your right to return the products purchased, please make sure to return the goods with all accessories and – if reasonably possible – in its original condition and packaging to us. In case the product or the package is damaged , or more damaged then neccessary to sell it, we are entitled to re-value the refund. Hence, handle the product with care and make sure to  re-pack the product well  on return.

within 14 days from receipt of your cancellation provided that the returned goods have been received in good order, we will refund  the total amount of your order including the shippingcosts. We can only refund in the same way how you paid. If you paid by bank, you will receive the refund by bank. Only the costs for returning the goods from your sendingpoint to our webshop are for your own account. These costs of return can vary around € 7,95 depending on the carrier. 

To exercise this right, please contact us on  info@hlelaroyalwines.nl. 

​NOTICE: We can only accept returns for unopened bottles with the seal intact. Once the bottle is opened a/o the seal is broken, we can not accept your return!

Please review our full return policy on our website or contact us if you have any questions.

At House of Hlela, we are dedicated to providing the best possible customer service and ensuring that our customers are satisfied with their purchases. We hope that our return policy helps to provide peace of mind and a hassle-free shopping experience.

To facilitate the process of revoking an agreement, we have a standard form that can be used to inform us of your decision to return a product or cancel a service. Please complete this form and return it to us if you wish to exercise your right to revoke the agreement.

Model form for revocation (Only complete and return this form if you wish to revoke the agreement)

• To: Hlela Royal Wines Fascinatio Boulevard 708 2909 VA Capelle aan den IJssel info@hlelaroyalwines.nl

• I/We* hereby give notice that I/We* revoke our agreement relating to the sale of the following products: [indication of product]* 

• Ordered on*/Received on* [date of order with services or receipt with products]

• [Name of consumer(s)]

• [Address of consumer(s)]

• [Signature of consumer(s)] (only if this form is submitted on paper)

• [Date]

*Delete as appropriate or fill in as applicable.

Download the file (in Dutch).

Complaints

We understand that sometimes a product may be damaged during shipping, or there may be other issues with the product that are beyond your control. If this is the case, please reach out to our customer service team as soon as possible, and we will work with you to find a satisfactory solution. We encourage you to notify us of complaints by sending an email to info@hlelaroyalwines.nl. If this does not lead to a solution, it is possible to sign up for dispute mediation by WebwinkelKeur/ValuedShops. 

From February 15, 2016 it is for EU consumers possible to submit complaints using the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. When your complaint is not submitted elsewhere you are free to file your complaint using the EU platform. We do advice to submit your complaint first to us or by contacting WebwinkelKeur/ValuedShops.