Returns and guarantee
Effective from 23 October 2026.
This page is a practical summary of what to do if you have changed your mind, if a bottle arrived broken, or if the wine is faulty. The binding rules are set out in sections 9 and 10 of the General Terms and Conditions; in case of any discrepancy, the Terms prevail.
In brief
| Situation | What to do | What you get |
|---|---|---|
| You changed your mind | Let us know within 14 days of receipt, then send back the unopened bottles within a further 14 days. | We refund the full purchase price and the standard shipping fee within 14 days. |
| Broken or missing bottle, wrong product | Write to us, preferably within 3 days, with a photo if possible. | Free replacement or refund, at your choice. |
| Corked or otherwise faulty wine | Keep the bottle with the remaining wine, re-corked, and write to us. | Replacement with the same product or refund. |
Contact in all cases: info@proseccojourney.hu, +36 30 813 2076. Please include your order number.
1. Withdrawal within 14 days (you changed your mind)
As a consumer, you may withdraw from your purchase within 14 days without giving a reason. This also applies to wines, sparkling wines and products bought at a discounted price.
Steps
- Tell us you are withdrawing within 14 days of receipt, by e-mail (info@proseccojourney.hu) or by post (Prosecco Journey Kft., Szabadföld utca 10., 2091 Etyek, Hungary). You can use the model form at the bottom of this page, but a clear e-mail is also sufficient. We will acknowledge receipt of your e-mail.
- Send the products back within 14 days of telling us, to the postal address above, or hand them over in person by prior arrangement. Please pack the bottles so that they cannot break. The original box, label or invoice is not required. We cannot accept parcels sent cash on delivery or with postage due.
- Refund: within 14 days of being informed of your withdrawal, we refund the full amount paid, including the standard shipping fee. We may withhold the refund until the products have reached us or you have shown that you have sent them.
Good to know
- You bear the cost of returning the products.
- If you chose a more expensive shipping method than the cheapest standard one, we do not refund the difference. In the case of partial withdrawal, the shipping fee is not refunded if the same shipping fee would have applied to the products you keep.
- Refunds are made using the original payment method. For cash on delivery, cash or on-site payments, we transfer the amount to the bank account you provide.
- Opened bottle: opening a bottle goes beyond what is needed to examine the product. For an opened bottle, we may deduct the diminished value, up to the full price of the bottle, from the refund.
When there is no right of withdrawal
- For products put together or personalised at your request, for example a gift box with an individual inscription.
- For event tickets for a specific date (wine tasting, event). Section 11 of the Terms covers ticket transfers and cancelled events.
2. Broken or missing bottle, wrong product
We pack the bottles carefully, but breakage can occasionally happen in transit.
- If the parcel is visibly damaged or wet, ask the courier to record a damage report, or point out the damage on receipt.
- If you notice breakage, a missing item or a wrong product when unpacking, please write to us, preferably within 3 days of receipt. Send us the order number, the products concerned and, if possible, a photo of the parcel and the bottles.
- At your choice, we will replace the product free of charge or refund its price. We will pay for returning a wrong product.
The 3-day period and the photo help us handle your case quickly; without them, your statutory warranty rights still apply.
3. Faulty wine
Wine is a natural product. Occasionally a bottle may be corked (smelling musty, like wet cardboard), oxidised, or, for sparkling wine, much less fizzy than usual.
- Please keep the bottle with the remaining wine, preferably at least two thirds full, re-corked, and report the fault at info@proseccojourney.hu.
- We will replace the bottle with the same product or refund its price. If the bottle needs to be sent back, we will pay the cost.
- Keeping the bottle helps us identify the fault. It is not considered a fault if you simply did not like the wine, if there is natural sediment or tartrate in the bottle, or if the deterioration results from improper storage (for example heat or sunlight).
4. Your warranty rights
The commitments above do not limit your statutory rights. In the event of defective performance, you may assert a warranty claim: you may primarily request replacement and, if this is not possible, a price reduction or withdrawal from the contract. The defect must be notified within two months of its discovery, and the claim expires two years after performance. As a consumer, during the first year you do not need to prove that the defect already existed on receipt. Details are set out in section 10 and Annex 2 of the Terms.
5. If we disagree
You can submit a complaint to info@proseccojourney.hu or by post, and we will reply in writing within 30 days. If we reject your complaint, you may turn to the Fejér County Conciliation Board or the consumer protection authority; their contact details are in section 14 of the Terms.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract. Under Annex 2 of Government Decree 45/2014 (II. 26.). You can print this page or save it as a PDF.)
To: Prosecco Journey Kft., Szabadföld utca 10., 2091 Etyek, Hungary, e-mail: info@proseccojourney.hu
I hereby give notice that I withdraw from my contract of sale of the following product(s):
Product(s): ………………………………………
Order number: ………………………………………
Ordered on / received on: ………………………………………
Name of consumer: ………………………………………
Address of consumer: ………………………………………
Bank account number for the refund (if not paid by card): ………………………………………
Signature of consumer (only if this form is notified on paper): ………………………………………
Date: ………………………………………