Refunds, Returns & Disputes

How this works

This page explains when a bottle can be returned, how refunds work and how we handle disputes. Our aim is a fair outcome for buyers and sellers alike.

What is possible depends on how the purchase price was paid.

With Buyer Protection

The buyer pays through WannaWhisky. We hold the amount until the buyer has received the bottle and has had time to inspect it. If the buyer reports a problem during that time, the money stays held and we assess the dispute. Everything on this page about inspection, disputes and refunds concerns this payment method.

Buyer Protection is available on every advertisement of a verified seller. Whether it is used is the buyer’s choice, made during the negotiation.

With Private Payment

Buyer and seller arrange the payment themselves, for example in cash at an in-person handover or by bank transfer. WannaWhisky does not receive or hold that money, so it cannot hold it back or refund it. If a problem arises, we can mediate where possible, but the dispute remains a matter between buyer and seller. The rights they have against each other under the law apply in full (see After the inspection period).

A sale between private individuals

All sellers on WannaWhisky are private individuals. As a result, the EU consumer protection that applies to purchases from businesses does not apply here. There is no 14-day right of withdrawal: a buyer cannot return a bottle simply because they have changed their mind.

That does not leave a buyer without rights. A bottle must match what was agreed, and Buyer Protection adds the certainty that the money only goes to the seller once the bottle has been found to be in order.

The inspection period

On a sale with Buyer Protection, the buyer has seven full days after receipt to inspect the bottle and report any problem.

• When the bottle is shipped, the period runs from the date of receipt the buyer gives when confirming receipt.
• At an in-person handover, the period starts at the agreed time of the handover. The buyer is expected to examine the bottle at the handover.
• If the buyer does not confirm receipt, the payment is released at the end of the fourteenth day after the shipment date the seller has confirmed, unless a problem has been reported. Not confirming does not extend the inspection period: it still runs from the day the bottle arrived. In a dispute, we may ask both parties for evidence of when the parcel was delivered, such as the carrier’s tracking.

A satisfied buyer can release the payment early with “All good, release payment”. The button is available once the buyer has confirmed receipt or, at an in-person handover, once both parties have confirmed that the handover took place. Releasing the payment finalises the sale and ends the inspection period: the seller receives the payment straight away, and the buyer can no longer open a dispute for that order. A buyer releases the payment only when confident that the order was fulfilled correctly. The rights described under After the inspection period remain.

If nothing is reported within the period, the payment is released to the seller automatically. After that, we can no longer refund the held money.

Seven days allows time for what a careful buyer can check: damage, whether it is the right bottle, fill level, capsule and label, and authenticity markers such as batch codes and printing, compared against reliable references. A counterfeit that only comes to light much later is beyond what an inspection period can cover. That is what the buyer’s legal rights are for (see After the inspection period).

When a problem can be reported

Valid reasons

• Not received: the bottle has not arrived or was lost in transit.
• Wrong item delivered: the buyer received a different bottle from the one bought. Example: bought Macallan 18, received Macallan 12.
• Significantly different from the listing: condition, age, edition or specifications do not match the description or the photos. Example: listed as “sealed” but arrived opened; listed with a “pristine box” but the box is heavily damaged.
• Damaged or defective: the bottle is broken, leaking or significantly damaged.
• Incomplete: something the listing included in the sale is missing. Example: the listing mentioned a presentation box, but only the bottle arrived.
• Suspected counterfeit: there are reasonable grounds to believe the bottle is not authentic. Specific evidence or an expert assessment is required.
• Seller misconduct: the seller acted fraudulently, dishonestly or unlawfully. Example: false shipping information, or knowingly misrepresenting the item.

Not valid reasons

• Change of mind: regretting the purchase, no longer wanting the bottle, or finding a better deal elsewhere.
• Personal taste: “I don’t like the taste”, or aesthetic preferences unrelated to the accuracy of the listing.
• Minor flaws that were visible: label scuffs shown in the listing photos, or normal wear consistent with the bottle’s age and described condition.
• Market fluctuations: price changes after purchase, or seeing the bottle cheaper elsewhere.
• Caused by the buyer: damage that occurred after receipt, or problems resulting from improper storage or handling.

The dispute procedure

This procedure applies to sales with Buyer Protection.

1. 1. Reporting within the inspection period

   The buyer reports the problem on the order page, with a clear description and the relevant photos. The payment stays held while the dispute is open. If reporting through the order is not possible, the buyer can write to info@wannawhisky.com, stating the order number.

2. 2. We inform the seller

   We ask the seller for their account and evidence, such as photos of the bottle before packing, of the packaging and of the proof of shipment.

3. 3. Assessment

   We assess the evidence from both parties. Where needed, we ask for additional photos, clarification or, for a suspected counterfeit, an expert assessment. We do not read the conversation between buyer and seller. A party who relies on something agreed there can include it in their account of the dispute. We can open the conversation only if one of them reports the other’s conduct on the order, as described in our privacy policy.

   Most disputes are assessed within one to two weeks. Complex cases may take up to four weeks.

4. 4. Decision

   Both parties receive our decision by email and on the order page, with the reasoning behind it. Possible outcomes are:

   • Full refund: the evidence supports the buyer’s report. Where the bottle was delivered, it is returned first (see Returning): the full refund is decided once the seller has confirmed that it is back, and the purchase price is then refunded to the buyer. Where the bottle never arrived, there is nothing to return.
   • Partial refund: there is a defect, but not one that justifies a full refund, or both parties share responsibility. Part of the held amount goes to the buyer and the rest to the seller. The decision states whether the bottle is returned.
   • No refund: the evidence does not sufficiently support the report, the reason is not a valid one, or the seller has shown that they delivered correctly. The seller receives the payment.

   Where we no longer hold the money, for example because a refund has already been made, we still record the decision and its reasoning, but no money moves.

5. 5. One appeal

   Either party can appeal the decision within 48 hours of it being sent. There is one appeal per dispute, whoever makes it. An appeal only makes sense with new evidence or a specific reason why the decision is wrong. No payment goes to the seller until those 48 hours have passed. When a refund to the buyer is made depends on the case, for example on when the seller receives a returned bottle; the decision says when. Once made, a refund cannot be reclaimed through the platform.

   The decision on appeal, or the original decision if no appeal is made in time, is final as far as the held funds are concerned. A party who still disagrees can invoke their legal rights against the other party (see below) and, if necessary, go to court.

Refunds

What is refunded

• The purchase price of the bottle
• The original shipping costs, if the seller was at fault

The Buyer Protection surcharge is not refunded. It pays for the service that makes a refund possible at all: holding the money and assessing the dispute.

Refunds are processed within 3–5 business days once the conditions have been met. Depending on the payment method, it may take a little longer before the amount appears in the buyer’s account.

Returning

A return works like the original delivery, in reverse. The buyer packs the bottle carefully and sends it to the address the seller provides, or hands it back in person if both parties agree. The seller confirms receipt and checks the bottle. Only then is the purchase price refunded, so the money is never released before the bottle is back.

• If the seller was at fault (for example a wrong, damaged or misdescribed bottle), the cost of the return shipment is borne by the seller. The decision states how this cost is reimbursed.
• In other cases where a return is agreed, the buyer pays for the return shipment.

The buyer is responsible for packing the return carefully and records the bottle’s condition before sending it, just as the seller does for the original shipment.

Shipping, packaging and risk

When a bottle is shipped, the risk remains with the seller until the buyer receives it. A bottle that breaks or is lost in transit is therefore a valid reason for a refund on a sale with Buyer Protection.

We strongly recommend insured shipping where it is available. Many carriers, however, do not insure glass, liquids or alcohol, or only to a limited extent, and we cannot check or enforce it. That makes careful packaging the most important protection: a sturdy box, enough filling around the bottle, a protected neck and closure, and where possible purpose-made bottle packaging. A seller who packs a bottle inadequately bears the consequences.

Recording evidence

Buyer and seller each record the condition of the bottle. They keep that evidence at least until the inspection period has passed and, in a dispute, provide it on our request via the order page.

When shipping, the seller takes:

1. Photos of the bottle before packing (all sides, labels, closure, condition)
2. Photos of the packaging and of the packed parcel
3. A photo of the shipping label and the proof of shipment

When shipping, the buyer takes:

1. Photos of the parcel on arrival, including any external damage
2. Photos while unpacking, especially if damage is suspected
3. Photos of the bottle after unpacking (all sides, condition, any defects)

At an in-person handover, both parties record the bottle’s condition at the moment of handover.

In a dispute, these photos are the most important evidence. Most of the time they turn out not to be needed, but a party without them is in a weaker position.

Preventing problems

Many disputes can be avoided with clear agreements.

A seller who wants to avoid a dispute:

• describes the bottle accurately and completely, including any flaws
• adds several clear photos from different angles
• agrees the shipping method and timing clearly
• answers buyers’ questions promptly

A buyer who wants to avoid a dispute:

• reads the listing carefully and asks questions before agreeing a price
• looks at all the photos closely
• inspects the parcel as soon as it arrives, rather than waiting days to open it
• reports a problem within the inspection period, and presses “All good” only when everything is in order

After the inspection period

The inspection period only determines when WannaWhisky releases the held money. It does not limit the rights that buyer and seller have against each other under the law.

A bottle must match what was agreed, also in a sale between private individuals. If it later turns out not to, for example because a counterfeit only comes to light after the inspection period, the buyer can turn to the seller. The buyer must do so within a reasonable time after discovering the defect. If the seller knowingly concealed the defect or knowingly misrepresented the bottle, stronger remedies are available to the buyer, and a report can be made to the police.

At that point WannaWhisky no longer holds any money and cannot make a refund, but can mediate where possible. The conversation about the order remains available for some time, as described in our privacy policy.

Business sellers

WannaWhisky currently has no business sellers. If we admit them in the future, purchases from them will be governed by consumer law, including the right of withdrawal. We will update this page at that point, and advertisements from business sellers will say so clearly.

Costs

• Buyer Protection surcharge: paid by the buyer on a sale with Buyer Protection, and shown in advance. Not refunded.
• Commission: withheld from the seller’s payout on a sale with Buyer Protection. With a full refund there is no payout, and therefore no commission.
• Shipping costs: as agreed between buyer and seller.
• Return shipment: borne by the seller if they were at fault, otherwise by the buyer.
• Private Payment: WannaWhisky charges nothing.

Questions?

Before a purchase: questions about a bottle go to the seller, through messages on the platform. Our Buyer Protection page explains how a protected purchase works.

After receipt: the buyer inspects the bottle straight away, takes the photos, and reports any problem within the inspection period via the order page.

Need help? We can be reached at info@wannawhisky.com.

We aim for outcomes that protect buyers while doing justice to the fact that sellers are private individuals, not shops.