Refunds, Returns & Disputes

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 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 reports 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 one 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 a presentation box, but only the bottle arrived.
• Suspected counterfeit: you have reasonable grounds to believe the bottle isn’t authentic. Specific evidence or an expert assessment must be provided.
• Seller misconduct: the seller engaged in fraudulent, dishonest, or illegal behavior. Example: seller provided false shipping information or knowingly misrepresented the item.

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” or minor aesthetic preferences not related to listing accuracy.
• Minor cosmetic issues accurately shown: small label scuffs visible in listing photos, or normal wear consistent with the bottle’s age and described condition.
• Market fluctuations: price changes after purchase or finding the bottle cheaper elsewhere.
• Issues you caused: damage that occurred after delivery, or 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:

1. 1. Report the issue (within 14 days)

   Contact us immediately at info@wannawhisky.com with:

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

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

2. 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

3. 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

   Most disputes are resolved within 1–2 weeks. Complex cases may take up to 4 weeks.

4. 4. Decision and outcome

   WannaWhisky makes a decision based on the evidence. Possible outcomes are:

   • Full refund to buyer: clear evidence supports the buyer’s claim and the seller was demonstrably at fault. The buyer returns the item to the seller (buyer pays return shipping). The Buyer Protection fee is not refunded.
   • Partial refund or compensation: evidence shows partial fault or minor issues, or both parties share responsibility. Whether the item is returned depends on circumstances.
   • No refund (transaction proceeds as normal): insufficient evidence to support the claim, the claim is based on invalid grounds, or the seller’s evidence demonstrates proper fulfillment. The seller receives payment as scheduled.

   Every decision includes a clear explanation of the reasoning, reference to specific evidence considered, and instructions for next steps if a return is required. Both parties are notified via email.

Refund details

What’s refunded:

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

What’s not refunded:

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

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

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

If shipping damage occurs and you used insured shipping, you can file a claim with the shipping provider. Combined with proper photo documentation taken before shipping and 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 the packaging process and final packaged state
3. A photo of the shipping label and proof of shipping

Buyers must take:

1. Photos of the 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

WannaWhisky currently facilitates C2C transactions between private collectors.

C2C characteristics:

• Private sales between individuals
• Limited return rights — valid reasons are required
• The seller is not a business and doesn’t have business-level obligations
• Buyers 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 policies are designed 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, you have 7 days from the decision to request a review by providing:

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

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

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)

For most disputes, our decision is final and binding under the platform’s Terms & Conditions.

Fees and costs

• Buyer Protection fee: a non-refundable service fee covering escrow, dispute resolution, and platform infrastructure. Clearly displayed at checkout.
• Shipping costs: initial shipping is paid by the buyer and arranged by the seller. Return shipping (if applicable) is paid and arranged by the 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: review listings carefully, ask sellers questions via on-platform messaging, and read our Buyer & Seller Protection page.

During the inspection period: inspect bottles immediately upon receipt, take the required photos, and report any issues promptly.

Need help? Reach us at info@wannawhisky.com, use Scotty (our AI assistant) on the platform, or review our Terms & Conditions for legal details.

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