Refund and Return Policy
Stone Castle Vineyards & Winery
Last Updated: 10/03/2026
Thank you for shopping at Stone Castle Winery. We want you to be completely satisfied with your purchase. This Refund and Return Policy explains the conditions under which you may return products and request a refund, in accordance with the consumer protection laws of the Republic of Kosovo (Law No. 06/L-034 on Consumer Protection). For customers in Albania, this policy also aligns with the Law on Consumer Protection (Law No. 9902, dated 17.04.2008, as amended). For customers in North Macedonia, this policy aligns with the Law on Consumer Protection (Official Gazette No. 38/2004, as amended).
1. Right of Withdrawal (Cooling-Off Period)
Under the consumer protection laws of the Republic of Kosovo, you have the right to withdraw from an online purchase within 14 calendar days from the date you receive the goods, without giving any reason. This right applies to all products purchased through our Website, provided the conditions outlined below are met.
To exercise this right, you must notify us of your decision to withdraw by sending a clear written statement to info@stonecastlewine.com within the 14-day cooling-off period. You may use the following wording: “I hereby notify you that I wish to withdraw from my purchase of
Please note: The right of withdrawal does not apply to sealed goods (such as wine bottles) that have been opened or unsealed after delivery, as the product cannot be returned for hygiene and safety reasons once the seal is broken.
2. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- The product must be unopened, unused, and in its original sealed condition
- The product must be in its original packaging, including any protective wrapping, labels, and accessories
- The return must be requested within 14 calendar days of receiving the product
- You must provide proof of purchase (order confirmation email or receipt)
We reserve the right to refuse returns that do not meet these conditions. Products that have been opened, partially consumed, or show signs of tampering will not be accepted for return.
3. How to Request a Return
To initiate a return, please follow these steps:
- Send an email to info@stonecastlewine.com with the subject line “Return Request — [Your Order Number]”
- Include the following information: your full name, order number, product name(s) to be returned, reason for the return, and photographs of the product in its current condition
- Our customer support team will review your request and respond within 3 business days with return instructions
- Once approved, securely package the product(s) and ship to the return address provided in our response
- Include a copy of your order confirmation or proof of purchase inside the package
Please do not return products without prior authorization. Unauthorized returns may not be processed.
4. Return Shipping
Standard returns (change of mind): You are responsible for the cost of return shipping. We recommend using a tracked shipping service, as we cannot be held responsible for items lost or damaged during return transit.
Defective, damaged, or incorrect items: If you received a defective, damaged, or incorrect product, we will cover the return shipping costs. We will provide you with a prepaid shipping label or reimburse reasonable return shipping costs upon receipt of the returned item.
Unless otherwise instructed, all returns should be shipped to our default return address: Stone Castle Vineyards & Winery SH.P.K., Bernjaka P.N., Rahovec, 21000 Kosovo.
All returned items must be shipped within 7 business days of receiving return authorization. Returns received after this period may not be processed.
5. Condition of Returned Items
Upon receiving the returned product, our team will inspect it to verify that it meets the return conditions. If the product is found to be opened, damaged (other than original damage), tampered with, or not in its original condition, we reserve the right to reject the return and ship the product back to you at your expense.
6. Refund Process
Once a return is received and inspected, we will notify you of the approval or rejection of your refund. If approved:
- For withdrawals under the 14-day cooling-off period (Section 1): Refunds will be issued within 14 calendar days from the date we receive your withdrawal notification, to the original payment method (via Paysera). We may withhold the refund until we have received the returned goods or you have provided proof of dispatch, whichever is earliest.
- For all other approved returns: Refunds will be issued to the original payment method (via Paysera) within 7–10 business days of approval.
- The refund amount will include the product price. Original shipping costs are non-refundable unless the return is due to our error (defective, damaged, or wrong item).
- Depending on your bank or payment provider, it may take an additional 3–5 business days for the refund to appear in your account.
If you have not received your refund within 15 business days of approval, please check with your bank or payment provider first. If the issue persists, contact us at info@stonecastlewine.com.
7. Damaged or Defective Products
If your order arrives damaged or defective, please contact us immediately (within 48 hours of delivery if possible). To process your claim:
- Take clear photographs of the damage to the product and the outer packaging
- Email the photographs along with your order number to info@stonecastlewine.com
- Do not discard the damaged product or packaging until your claim has been resolved
After reviewing the evidence, we will offer you one of the following options:
- A full refund of the damaged item(s), including original shipping costs
- A replacement product shipped to you at no additional cost
We aim to resolve all damage claims within 5 business days.
8. Incorrect Items
If you receive a product that is different from what you ordered, please notify us within 7 days of delivery by emailing info@stonecastlewine.com with your order number and a photograph of the item received. We will arrange for the correct item to be sent to you and provide instructions for returning the incorrect item at our expense.
9. Exchanges
We offer exchanges for products of equal value, subject to availability. To request an exchange, follow the return request process outlined in Section 3 and specify the product you would like to receive instead. If the requested product is unavailable, we will offer a refund instead.
Exchanges are processed after we receive and inspect the returned item. The replacement product will be shipped to you using the same shipping method as your original order.
10. Non-Returnable Items
The following items cannot be returned or refunded:
- Products that have been opened or where the seal has been broken
- Products not in their original packaging or missing labels
- Products returned without prior authorization
- Products damaged due to mishandling by the customer (e.g., improper storage)
- Gift cards or promotional items
11. Cancellations
You may cancel an order free of charge if the order has not yet been shipped. To cancel, email us at info@stonecastlewine.com with your order number as soon as possible. If the order has already been dispatched, you will need to follow the return process outlined in this policy.
12. Consumer Rights
These terms do not affect any mandatory statutory consumer rights you may have under the laws of your country of residence. Customers in Albania and North Macedonia may be entitled to additional consumer protection rights under their respective national laws. Where local consumer protection law provides you with a longer withdrawal period or additional rights, those rights shall apply.
13. Model Withdrawal Form
In accordance with consumer protection regulations, you may use the following model form to notify us of your withdrawal. Completing and returning this form is not mandatory, but it may help us process your request more quickly.
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WITHDRAWAL FORM
To: Stone Castle Vineyards & Winery SH.P.K., Bernjaka P.N., Rahovec, 21000 Kosovo
Email: info@stonecastlewine.com
I/We (*) hereby notify you that I/we (*) withdraw from my/our (*) contract of sale of the following goods:
Product(s): _______________________________________________
Ordered on (*) / Received on (*): __________________________
Order number: _____________________________________________
Name of consumer(s): ______________________________________
Address of consumer(s): ____________________________________
Date: _____________________________________________________
Signature (only if sent on paper): __________________________
(*) Delete as appropriate.
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14. Contact Us
If you have any questions about our Refund and Return Policy or need assistance with a return, please contact us at:
Company: Stone Castle Vineyards & Winery SH.P.K.
NUI: 810518392
Address: Bernjaka P.N., Rahovec, 21000 Kosovo
Email: info@stonecastlewine.com
Phone: +383 29 276 053
Fax: +383 29 276 051