Delivery & Return Policy

• Shipping & Age Verification: We deliver to most residential and commercial addresses in Hong Kong. Due to the nature of our products, all deliveries must be signed for by a person who is 18 years of age or older. Our delivery partner may request a valid form of identification (e.g., Hong Kong ID card, passport) to verify the recipient's age. If the recipient cannot provide proof of age, or appears to be a minor, the delivery will be refused, and a re-delivery fee will apply for a future attempt.
   

• Delivery Timeframe: We aim to process and ship all orders within 3-5 business days. Our delivery partners operate from [e.g., 9:00 AM to 6:00 PM, Monday to Friday]. Once your order is dispatched, you will receive a tracking number to monitor its status. Please note that delivery times may be subject to delays during public holidays or unforeseen circumstances.
   

• Delivery Charges: Delivery fees are calculated at checkout based on your order value and delivery location. Orders above a certain value, as specified on our website, qualify for free delivery.
   

• Delivery Inspection: Upon receiving your order, please carefully inspect the package for any signs of damage or leakage before signing the delivery receipt. If you notice any issues, do not accept the delivery and instruct the driver to return the package to us. Please contact our customer service team immediately to report the problem.

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Due to the nature of wine products, we have a limited return policy. We stand by the quality of our wines and our commitment to customer satisfaction. Our return and refund policy is designed to be fair and transparent, in accordance with your rights under Hong Kong's consumer protection laws. We will offer a refund or exchange for:

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1. Damaged or Incorrect Goods: If you receive a damaged or incorrect product, you are entitled to a refund or exchange, provided the damage is noted on the delivery receipt at the time of delivery. For goods that are broken or leaking upon delivery, please refuse to accept the package and follow the instructions in the "Delivery Inspection" section above. For damaged goods where the damage is not visible externally, please contact us at service@monad-art.com within 24 hours of delivery with a photo of the damaged bottle and its original packaging. We will arrange a replacement or issue a full refund.
    

2. "Corked" or Defective Wine: While rare, a bottle may be "corked" (TCA-affected) or defective. If you suspect your wine is flawed, please reseal the bottle with the original cork, leave the contents in the bottle, and contact us within 7 days of delivery. We will arrange for a return of the bottle for inspection and, upon confirmation of the defect, will provide a full refund or a replacement bottle. We reserve the right to decline a refund if the bottle is returned with less than two-thirds of its original contents.
    

• We do not accept returns or offer refunds for wines that you simply do not enjoy, nor for any products that have been opened or damaged after delivery. 
   

• Change of Mind: We do not offer refunds or exchanges for a "change of mind" or you no longer want the product. Our policy aligns with standard practices for perishable and luxury food items, as per consumer protection guidelines.
   

• Non-Returnable Items: The following items are non-returnable and non-refundable unless they arrive damaged or defective:

  • Wines that have been opened (except in the case of a "corked" bottle as described above).

  • Wines that have been stored improperly (e.g., exposed to extreme temperatures or light).

  • Items purchased on sale or as part of a promotion.

​To request a return, please contact our customer service team at service@monad-art.com within 7 days of delivery, providing your order number and details of the issue.
 

• Once we approve your return, we will process your refund promptly.

• Refunds will be credited to the original method of payment. Please allow [e.g., 5-10 business days] for the refund to appear on your statement.

 

If you have any questions or require assistance with a return, please contact our Customer Service team at service@monad-art.com.