Refund policy

OMY Cellar — Terms of Sale & Refund Policy
Thank you for shopping with OMY Cellar. We pride ourselves on delivering premium products and exceptional service. By completing a purchase with us, you agree to the following terms and conditions regarding deliveries, returns, and cancellations.
1. Inspection and Passing of Risk Upon Delivery

  • Immediate Inspection: Customers (or their designated representatives) are strictly required to examine all products immediately upon delivery. Any visible damage, structural defects, shortages, or incorrect items must be reported on the spot to the delivery personnel and noted in writing on the delivery receipt.
  • Acceptance of Goods: Once the delivery receipt is signed or the goods are accepted without immediate written protest, risk of loss, damage, or deterioration passes entirely to the customer. OMY Cellar will not accept any liability or return claims for physical damage, broken seals, or external faults reported after delivery has been completed.

2. "Corked" or Spoiled Wines (Inherent Defect Policy)
Wines are agricultural products that can occasionally suffer from natural spoilage (cork taint). OMY Cellar manages claims under the following strict limitations:

  • Under-HKD $800 Threshold: Claims for corked or spoiled wines will only be considered if the retail purchase value of the individual bottle is below HKD $800.
  • Over-HKD $800 Exemption: Due to the aged and rare nature of premium fine wines, OMY Cellar expressly disclaims all liability for corked or spoiled bottles with a retail value equal to or exceeding HKD $800. All high-value bottles are sold strictly on an "as-is" basis.
  • Verification Criteria: To qualify for evaluation under the HKD $800 threshold, the customer must:
    1. Notify OMY Cellar within seven (7) calendar days of the purchase date.
    2. Return the bottle with at least 75% of its original liquid content remaining, along with the original cork.
    3. Allow OMY Cellar’s sommelier/expert team to verify the defect. OMY Cellar reserves the sole right of final determination.

3. Non-Returnable and Non-Refundable Items
Except as expressly provided in Section 2, items are strictly non-returnable under the following conditions:

  • Opened Products: Any product where the capsule, foil, wax seal, or cork has been tampered with, cut, or removed.
  • Improper Storage: Any products subjected to adverse environmental conditions following delivery, including but not limited to exposure to heat, fluctuating temperatures, direct sunlight, or improper humidity levels.

4. Order Cancellations and Website Discrepancies

  • Cancellation Window: Orders may only be cancelled prior to dispatch from our warehouse. Once an order has been shipped, it cannot be cancelled, amended, or refunded.
  • Stock & Pricing Errors: OMY Cellar makes every effort to maintain accurate inventory and pricing on our digital platforms. However, in the event of technical delays, supplier discontinuations, or human error, OMY Cellar reserves the absolute right to cancel any order prior to fulfillment and issue a full refund. OMY Cellar is not legally bound to honor sales resulting from clear system lags or inventory discrepancies.

5. Refund Processing
Approved refunds (applicable only to qualifying claims under Section 2 or pre-shipping cancellations) will be credited exclusively back to the original payment method. Please allow 7 to 10 business days from the date of written approval for the credit to appear on your statement.
Contact Us
For return requests or policy inquiries, please contact our management team:

  • Email: gm@omycellar.com
  • WhatsApp: +852 6602 2211