REFUND AND RETURNS POLICY

Scope

Our sales are made to professional customers. This page supplements our general terms and conditions of sale, which prevail in the event of any discrepancy. The right of withdrawal provided for consumers does not apply to our professional customers.

Transfer of risk

Risk transfers at CINOCO’s registered office, where the customer is required to collect the goods. All shipments are therefore made at the customer’s own risk, including in the case of carriage-paid deliveries.

On receipt of your order

Check the contents of each parcel before taking possession of it. Read the consignment note or delivery note carefully.

In the event of a shortage or damage, you must file your claim against the carrier at the latest upon receipt, by means of a written note on the consignment note or delivery note, countersigned by the carrier’s representative.

Without this note, no recourse against the carrier is possible.

Claims to CINOCO

Any claim addressed to CINOCO is valid only if it reaches us by registered letter within eight days of receipt of the goods.

We invite you to notify us without delay by e-mail at support@cinoco.com, with your order number, the references concerned, the quantities and photographs. This allows us to process your claim quickly, but does not replace the registered letter required under our general terms and conditions.

Eligible products

Products must be in their original packaging, unopened, and must have been stored in appropriate conditions since delivery.

Products not accepted for return

• Products that have been opened or whose original packaging has been altered
• Products stored in unsuitable conditions after delivery
• Special orders and references imported at the customer’s request
• Wines sold under the “Primeur” scheme, which are subject to the specific provisions of our general terms and conditions

Procedure

No return may be shipped without CINOCO’s prior agreement. Contact us or speak to your sales representative, and we will advise you on how to proceed.

Costs and refunds

Where the return results from an error or defect on our part, we arrange and cover collection, and offer either a replacement or a credit note.

In all other cases, return shipping costs remain payable by the customer.

Refunds are issued after inspection of the goods, by credit note on your customer account.

Retention of title

All goods supplied remain the exclusive property of CINOCO until the corresponding invoices have been paid in full.

Contact

CINOCO SA — Avenue Robert Schuman 91, 1401 Nivelles, Belgium — support@cinoco.com

Last updated: 01/10/2026