Refund policy
Refund & Returns Policy
Last updated: 3 October 2026
1. Our Commitment
Beerstore.com.au is operated by Acland Cellars, a Victorian packaged liquor retailer.
Business: Acland Cellars
Website: Beerstore.com.au
Address: 187 Acland Street, St Kilda VIC 3182, Australia
Victorian Packaged Liquor Licence: No. 32001395
Email: sales@beerstore.com.au
Phone: +61 3 9525 3818
We want you to be satisfied with your purchase. This Refund & Returns Policy explains how we handle refunds, returns, damaged goods, incorrect orders and other issues with purchases made through Beerstore.com.au.
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL) or other applicable laws.
2. Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy where a product does not meet the consumer guarantees.
Your rights under the ACL apply regardless of any discretionary return policy described below.
3. Faulty or Defective Products
If a product is faulty, defective or does not meet the consumer guarantees, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- The product affected
- A description of the problem
- Photographs where appropriate
- Any other information reasonably required to assess the issue
Depending on the circumstances and your rights under the ACL, we may provide a replacement, refund or other appropriate remedy.
4. Damaged Products
If your order arrives damaged, please contact us as soon as reasonably possible.
Where practical, please provide photographs of:
- The damaged product
- The packaging
- The shipping carton
- Any visible damage to the parcel
We may need this information to assess the issue and, where appropriate, make a claim with Australia Post or another delivery provider.
5. Incorrect Products
If you receive a product that is different from the product ordered, please contact us.
Where the error is attributable to us, we will work with you to arrange an appropriate remedy, which may include replacement, collection or refund.
6. Missing Products
If an item appears to be missing from your order, please contact us promptly with your order number and details of the missing product.
We will investigate the order, packing records and delivery information and arrange an appropriate resolution where required.
7. Products Damaged in Transit
Beerstore.com.au takes reasonable care when packing products for delivery.
Where a product is damaged during transit, please contact us promptly.
We may request photographs and other information so that we can investigate the matter with Australia Post or the relevant delivery provider.
Where you are entitled to a remedy under the ACL, we will provide the applicable remedy.
8. Change-of-Mind Returns
Change-of-mind returns are not automatically available unless required by law.
However, at our discretion, we may consider a return where:
- The product is unopened
- The product is unused
- The product is undamaged
- The product remains in its original packaging
- The product is in a condition suitable for resale
- The return is permitted under applicable liquor laws
We reserve the right to refuse discretionary change-of-mind returns.
Any discretionary return does not affect your rights under the Australian Consumer Law.
9. Alcohol Returns
Because Beerstore.com.au sells alcohol under a Victorian Packaged Liquor Licence, alcohol returns must comply with applicable liquor laws and licensing requirements.
Do not send alcohol back to us without first contacting us and receiving return instructions.
Depending on the circumstances, we may arrange collection, provide specific return instructions or determine another appropriate resolution.
We may refuse a return where accepting the product would be inconsistent with applicable liquor laws, licensing requirements or the condition of the product.
Nothing in this section limits your rights under the Australian Consumer Law.
10. Product Images, Packaging and Presentation
Product images displayed on Beerstore.com.au are provided for illustration and identification purposes.
Actual products may differ from images displayed on the website, including:
- Bottle or can design
- Labels
- Packaging
- Logos
- Colours
- Vintage
- Promotional packaging
- Case or carton configuration
Manufacturers may change packaging and labels without notice.
A reasonable difference between a website image and the product supplied does not necessarily mean that the product is incorrect.
Where the product supplied is materially different from the product ordered, your rights under the Australian Consumer Law continue to apply.
11. Wine Vintage Changes
Wine vintages may change depending on availability.
Where a particular vintage is displayed on the website, we will endeavour to supply that vintage.
However, if the advertised vintage is unavailable, a subsequent vintage may sometimes be supplied where appropriate.
Where a vintage is a material part of the purchase or a specific vintage has been expressly agreed, please contact us before ordering if you require confirmation of the exact vintage.
12. Unavailable Products
Occasionally a product shown as available on the website may become unavailable before your order is processed.
This may occur due to:
- Stock discrepancies
- Supplier availability
- Product discontinuation
- Warehouse or store stock changes
- Unforeseen supply issues
If a product becomes unavailable after you place an order, we may contact you to discuss an appropriate alternative or refund.
We will not substitute a product where doing so would be inappropriate or inconsistent with your consumer rights.
13. Return Approval and Return Address
Please contact us before returning any product.
Email: sales@beerstore.com.au
Phone: +61 3 9525 3818
Unless otherwise instructed, our business address is:
Acland Cellars / Beerstore.com.au
187 Acland Street
St Kilda VIC 3182
Australia
Do not send alcohol to this address without first receiving return instructions from us.
14. Return Shipping Costs
Where a return or other remedy is required under the Australian Consumer Law, we will handle reasonable return or associated costs in accordance with your legal rights.
For discretionary change-of-mind returns, where we agree to accept a return, the customer will generally be responsible for return shipping costs unless we agree otherwise.
15. Packaging Returned Products
Where we authorise a return, products must be packaged appropriately to prevent damage during transportation.
The customer may be responsible for damage caused by inadequate packaging where the damage was not present when the product was originally supplied.
16. Refunds
Where a refund is approved, we will generally process it using the original payment method.
The time taken for the refund to appear in your account may depend on your bank, card issuer or payment provider.
We do not generally provide cash refunds for online purchases unless otherwise required or agreed.
17. Delivery Charges
Where you are entitled to a refund under the Australian Consumer Law, any refund of delivery charges will be handled in accordance with your legal rights and the circumstances of the transaction.
Delivery charges associated with discretionary change-of-mind returns may not be refundable.
18. Australia Post Delivery Issues
Beerstore.com.au uses Australia Post for delivery.
Once an order has been dispatched, Australia Post’s tracking information may be used to investigate delivery issues.
If a parcel is delayed, damaged, lost or otherwise affected during delivery, please contact us so that we can investigate the matter.
Where appropriate, we may also lodge an enquiry or claim with Australia Post.
19. Alcohol Delivery and Refused Delivery
Alcohol deliveries are subject to age and delivery requirements.
A delivery may be refused or unable to be completed where, for example:
- The recipient is under 18
- Appropriate proof of age cannot be provided where required
- The recipient is not the permitted recipient
- The delivery cannot legally be completed
- The recipient appears intoxicated
- The applicable delivery or identification requirements cannot be satisfied
Where an alcohol delivery is refused or returned, we will assess the circumstances and contact the customer regarding the available options.
Any additional delivery or return costs may be payable by the customer where permitted by law and where the issue was not caused by Beerstore.com.au.
20. Order Cancellation Before Dispatch
If you wish to cancel an order, contact us as soon as possible.
Where an order has not yet been dispatched, we will endeavour to accommodate the cancellation.
Once an order has been dispatched, cancellation may no longer be possible and the matter may instead need to be handled under our returns process and applicable consumer law.
21. Cancellation by Beerstore.com.au
We may cancel an order in circumstances including:
- The product is unavailable
- A pricing or listing error has occurred
- We reasonably suspect fraud or unauthorised payment
- The transaction cannot legally be completed
- Age or delivery requirements cannot be satisfied
- We are unable to fulfil the order
- Cancellation is required by law or liquor licensing requirements
Where we cancel an order and payment has already been taken, we will generally provide an appropriate refund.
22. No Exclusion of Consumer Rights
Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any rights or remedies available to consumers under the Australian Consumer Law or other applicable legislation.
Where there is an inconsistency between this policy and a mandatory consumer right, the applicable law will prevail.
23. Contact Us
For refunds, returns, damaged products, incorrect orders or other customer service enquiries, please contact:
Acland Cellars / Beerstore.com.au
187 Acland Street
St Kilda VIC 3182
Australia
Email: sales@beerstore.com.au
Phone: +61 3 9525 3818
Victorian Packaged Liquor Licence No. 32001395