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Refunds, Returns & Disputes

Last changed: 10 February 2026

Clear rules for fair outcomes

This page explains when returns are permitted, how refunds work, and how disputes are resolved. Our goal is to be fair to both buyers and sellers while maintaining trust in the marketplace.

Understanding your transaction type

WannaWhisky primarily facilitates consumer-to-consumer (C2C) transactions—trades between private individuals. In the future, we’ll also support business-to-consumer (B2C) sales from professional sellers.

This distinction matters because different rules apply:

  • C2C transactions: Private sales between collectors have more limited return rights (similar to selling on Marktplaats or a local classified)
  • B2C transactions: Purchases from businesses come with broader consumer protections under EU law

Our policies aim to provide B2C-style protections where appropriate while recognizing the realities of private sales.

Clear rules for fair outcomes

This page explains when returns are permitted, how refunds work, and how disputes are resolved. Our goal is to be fair to both buyers and sellers while maintaining trust in the marketplace.

Understanding your transaction type

WannaWhisky primarily facilitates consumer-to-consumer (C2C) transactions, meaning trades between private individuals. In the future, we’ll also support business-to-consumer (B2C) sales from professional sellers.

This distinction matters because different rules apply:

  • C2C transactions: private sales between collectors have more limited return rights (similar to selling on eBay or a local classified ads)
  • B2C transactions: purchases from businesses come with broader consumer protections under EU law

Our policies aim to provide B2C-style protections where appropriate while recognizing the realities of private sales.

The 14-day inspection period

All transactions include a 14-day inspection period starting from the day you receive the bottle.

During this period:

  • Buyer inspects the bottle carefully and report any issues
  • Seller waits for confirmation—payment is held in escrow
  • WannaWhisky holds funds securely until the period ends or issues are resolved

After 14 days:

  • If no issues are reported, the seller receives payment automatically
  • Issues reported after 14 days are generally not eligible for refunds (unless extraordinary circumstances exist)

This period balances buyer protection with seller certainty.

Valid reasons for returns and refunds

You can request a return and refund if:

  • Wrong item delivered
    You ordered a specific bottle, but received a different bottle entirely
    Example: ordered Macallan 18, received Macallan 12
  • Significantly different from listing
    The bottle’s condition, age, edition, or specifications don’t match the listing description
    Example: listed as “sealed,” but arrived opened; listed as “pristine box,” but box is heavily damaged
  • Damaged or defective
    The bottle arrived broken, leaking, or significantly damaged during shipping
    Damage must be documented with photos taken during unpacking
  • Incomplete order
    Items listed in the sale are missing
    Example: listing included presentation box, but only bottle arrived
  • Suspected counterfeit
    You have reasonable grounds to believe the bottle isn’t authentic
    Must provide specific evidence or expert assessment
  • Seller misconduct
    The seller engaged in fraudulent, dishonest, or illegal behavior
    Example: seller provided false shipping information or misrepresented the item knowingly

Invalid reasons (not grounds for return)

The following are not valid reasons for returns in C2C transactions:

  • Changed your mind
    Buyer’s remorse, deciding you don’t want it, or finding a better deal elsewhere
    This is a private sale, not a retail purchase with a cooling-off period
  • Subjective preferences
    “I don’t like the taste” (whisky is subjective)
    “The box color doesn’t match my collection”
    Minor aesthetic preferences not related to listing accuracy
  • Minor cosmetic issues accurately shown
    Small label scuffs that were visible in listing photos
    Normal wear consistent with the bottle’s age and described condition
  • Market fluctuations
    Price changes after purchase
    “I found it cheaper elsewhere”
  • Issues you caused
    Damage that occurred after delivery
    Problems resulting from improper storage or handling

The dispute resolution process

If you believe you have valid grounds for a return, here’s how to proceed:

Step 1: Report the issue (within 14 days)

Contact us immediately at info@wannawhisky.com with:

  • Your order number
  • Clear description of the issue
  • All relevant photos (packaging, unpacking, item condition)
  • Any supporting documentation (shipping receipts, communications)

Important: Disputes must be initiated within 14 days of delivery. Late reports are typically not accepted unless circumstances prevented timely reporting.

Step 2: We notify the other party

We’ll inform the seller of your dispute and request their statement and evidence, including:

  • Their photos (pre-packaging, packaged item, shipping proof)
  • Their account of events
  • Any relevant communications or documentation

Step 3: Review and investigation

Both parties provide written statements and evidence. WannaWhisky reviews all submitted materials objectively.

We may request:

  • Additional photos or documentation
  • Clarification on specific points
  • Expert assessment (for counterfeit claims)
  • Communication logs between parties

Timeline: Most disputes are resolved within 1-2 weeks. Complex cases may take up to 4 weeks maximum.

Step 4: Decision and outcome

WannaWhisky makes a decision based on the evidence:

Full refund to buyer:

  • Clear evidence supports the buyer’s claim
  • Seller was demonstrably at fault
  • Buyer returns the item to seller (buyer pays return shipping)
  • Buyer Protection fee is not refunded

Partial refund/compensation:

  • Evidence shows partial fault or minor issues
  • Both parties share responsibility, or seller can’t be held fully responsible
  • Item may or may not be returned depending on circumstances

No refund (transaction proceeds as normal):

  • Insufficient evidence to support the claim
  • Claim is based on invalid grounds
  • Seller’s evidence demonstrates proper fulfillment
  • Seller receives payment as scheduled

Our decision includes:

  • Clear explanation of the reasoning
  • Reference to specific evidence considered
  • Instructions for next steps (if return is required)

Both parties are notified of the decision via email.

Refund details

What’s refunded:

  • The purchase price of the bottle
  • Original shipping costs (if seller was at fault)

What’s not refunded:

  • Buyer Protection fee (this covers the dispute resolution service)
  • Return shipping costs (buyer’s responsibility if returning)

Refund timing:

  • Refunds are processed within 3-5 business days of the decision
  • Depending on your payment method, it may take additional time to appear in your account

Return shipping requirements

If a return is approved:

Buyer responsibilities:

  • Package the bottle securely using appropriate materials
  • Use insured shipping (required for valuable bottles)
  • Obtain proof of shipping and tracking
  • Pay for return shipping costs

Seller responsibilities:

  • Provide accurate return address
  • Accept delivery of the returned item
  • Inspect returned item upon receipt
  • Confirm receipt with WannaWhisky

Important: the buyer is responsible for ensuring the bottle arrives safely back to the seller. Use proper packaging and insurance. If the bottle is damaged during return shipping due to inadequate packaging, you may be liable.

Shipping and insurance

We strongly recommend (and may require for high-value items) insured shipping.

Why insurance matters:

  • Protects against shipping damage
  • Provides compensation if items are lost
  • Makes dispute resolution straightforward when combined with photo evidence
  • Gives both parties peace of mind

How it works with disputes:

  • If shipping damage occurs and you used insured shipping, you can file a claim with the shipping provider
  • Combined with proper photo documentation (before shipping, upon receipt), insurance claims are typically approved quickly
  • This protects sellers from financial loss and ensures buyers receive proper items

Photo documentation requirements

Proper documentation prevents disputes and makes resolution faster when issues arise.

Sellers must take:

  1. Photos of the bottle before packaging (all sides, labels, condition)
  2. Photos of packaging process and final packaged state
  3. Photo of shipping label and proof of shipping

Buyers must take:

  1. Photos of package as delivered (external condition, any damage)
  2. Photos during unpacking (if damage is suspected, document the opening process)
  3. Photos of the bottle after unpacking (all sides, condition, any issues)

If a dispute arises: these photos are the primary evidence. Clear, comprehensive photos significantly strengthen your case.

Prevention: Setting expectations

Many disputes can be avoided with clear communication:

Sellers:

  • Describe bottles accurately and completely
  • Include multiple clear photos from different angles
  • Disclose any flaws, damage, or condition issues
  • Communicate shipping methods and timelines clearly
  • Respond promptly to buyer questions before purchase

Buyers:

  • Read listings carefully and ask questions before purchasing
  • Review all photos thoroughly
  • Confirm shipping details and timelines
  • Inspect packages immediately upon delivery
  • Report issues promptly (don’t wait days to open packages)

Consumer-to-Consumer vs Business-to-Consumer

Current status: WannaWhisky primarily facilitates C2C transactions between private collectors.

C2C characteristics:

  • Private sales between individuals
  • Limited return rights (valid reasons required)
  • Seller is not a business and doesn’t have business-level obligations
  • Buyer cannot return simply because they changed their mind

Future B2C transactions:

  • When professional sellers join the platform, broader consumer protections will apply
  • Business sellers have higher obligations under EU consumer law
  • Different return policies may apply (to be clarified when B2C launches)

Our approach: we’ve designed our policies to provide strong buyer protection while recognizing that private sellers aren’t professional retailers. This balance ensures fairness for both parties.

Appeals and escalation

If you disagree with WannaWhisky’s decision:

Review period: you have 7 days from the decision to request a review by providing:

  • New evidence not previously submitted
  • Clear explanation of why you believe the decision was incorrect
  • Specific grounds for appeal

Limited appeals: we generally do not re-review cases unless significant new evidence emerges. Our initial decisions are made carefully based on all available information.

External resolution: if you remain unsatisfied, you may pursue resolution through:

  • Consumer disputes committees (for eligible disputes)
  • Mediation services
  • Legal proceedings (as outlined in our Terms & Conditions)

Please note that for most disputes, our decision is final and binding under the platform’s Terms & Conditions.

Fees and costs

Buyer Protection fee:

  • Non-refundable service fee
  • Covers escrow, dispute resolution, and platform infrastructure
  • Clearly displayed at checkout

Shipping costs:

  • Initial shipping: paid by buyer, arranged by seller
  • Return shipping (if applicable): paid by buyer, arranged by buyer

Platform fees:

  • Sellers pay commission on successful sales
  • These fees are separate from dispute-related costs

Questions about returns and disputes?

Before a purchase:

During the inspection period:

  • Inspect bottles immediately upon receipt
  • Take required photos
  • Report issues promptly

Need help?

We’re committed to fair outcomes that protect buyers while respecting the realities of private sales between collectors.