Returns and Refunds Policy

Last updated: 12/10/25

1. Introduction

This Returns and Refunds Policy sets out the terms under which customers may return products purchased from B & J Crowther Ltd (“we”, “us”, or “our”) via our website http://www.tuffonhall.co.uk (the “Website”).

We take pride in the quality of our wines and other products, and we aim to ensure that every order arrives in perfect condition.

2. Your legal right to cancel

Under the Consumer Contracts Regulations 2013, customers have the right to cancel an online purchase within 14 days of receiving the goods, without providing a reason.

However, this right does not apply to:

  • Perishable goods, including food, beverages, and other consumables such as wine and spirits;
  • Goods that have been opened, used, or damaged after delivery;
  • Personalised or custom-labelled products.

If you wish to cancel a non-perishable or non-consumable order before it is dispatched, please contact us as soon as possible at info@tuffonhall.co.uk.

3. Returning non-perishable items

If your order includes non-perishable goods (for example, merchandise or accessories) and you wish to return them, please contact us within 7 days of delivery to request a return authorisation.

Returned items must be:

  • Unused and in their original condition;
  • Returned in the original packaging (where applicable); and
  • Accompanied by proof of purchase.

Return postage costs are the responsibility of the customer unless the item is faulty or sent in error.

Refunds will be processed within 14 days of receipt and inspection of the returned goods.

4. Damaged or faulty goods

If your order arrives damaged, broken, or incorrect, please notify us within 24 hours of receipt by emailing info@tuffonhall.co.uk, quoting your order number and including photographs of the issue.

We will investigate promptly and may offer:

  • A replacement product;
  • A partial refund, or
  • A full refund, depending on the circumstances.

We may ask you to retain the damaged goods and packaging for inspection or collection by our courier.

5. Quality concerns

If you believe a bottle of wine or spirit purchased from us is faulty or spoiled, please contact us with the batch number and purchase details.

We may request that the bottle be returned for assessment. If the product is found to be defective, a replacement or refund will be issued.

Please note that natural variations in corked wines, sediment, or taste are not always indicative of a fault and may not qualify for a refund.

6. Refund processing

Refunds will be made using the original payment method (Stripe, PayPal, or card payment via WooCommerce).

Please allow up to 10 working days for the refund to appear in your account once processed.

Refunds can only be issued to the original purchaser and payment cardholder.

7. Exchanges

We are happy to consider exchanges on a case-by-case basis.

If you wish to exchange an item, please email info@tuffonhall.co.uk explaining the circumstances in full.

We will review your request and get back to you as soon as possible with the next steps.

8. Returns address

Unless otherwise instructed, please send authorised returns to:

Tuffon Hall Vineyard
Sible Hedingham
Essex
CO9 3LL

Email: info@tuffonhall.co.uk

9. Contact us

If you have any questions about returns, refunds, or quality issues, please contact our team by emailing info@tuffonhall.co.uk.

We aim to respond to all enquiries within two working days.