My Store commits to clear communication during the returns process but maintains a zero-tolerance policy for abuse or harassment towards our staff, which will result in the immediate termination of the refund process.
Notification of Intent to Return
Before sending any product back to My Store, the customer must first obtain a Return Authorization (RA) number from our customer service team. Any product returned without a valid RA number clearly marked on the exterior packaging will be refused upon delivery and returned to the sender at their expense. This ensures that returns are processed safely and efficiently.
Refunds for Gift Purchases
For items purchased as a gift, the refund or replacement will only be issued to the original purchaser and the original payment method. We can, however, offer a non-cash store credit to the gift recipient if a return for damage or error is verified, allowing them to choose a replacement from our Australian beverage range.
Shipping Cost Policy for Disputed Returns
In cases where a customer disputes our finding on a damaged product, the customer is responsible for the costs of returning the item to us for secondary inspection. If the second inspection confirms the fault lies with My Store or the courier, we will fully reimburse the customer for the reasonable return shipping cost (tracked, standard service). If the fault is not confirmed, the customer bears the return shipping expense.
Exchange of Bulk Orders
Exchanges for bulk orders (defined as twelve cases or more) are strictly limited and will only be considered for verifiable errors in product type or vintage, provided the bulk shipment is returned entirely unopened and palletized within the seven-day window. Bulk order exchanges are subject to a twenty percent re-stocking fee due to the significant logistical costs involved.
Zero Tolerance for Abuse
We commit to a fair and professional process. Aggressive behavior, harassment, or verbal abuse directed at our staff during any refund or claims process will result in the immediate and permanent termination of all customer communication and the cancellation of the outstanding refund request. Our staff are trained to be respectful, and we expect the same courtesy in return.