At Hancy Marketplace, your satisfaction is our priority. We stand behind the quality of our products and will make things right if you are not satisfied with your purchase. We believe that we can work with our customers to make every purchase a positive experience. Our shipments are carefully inspected before leaving our warehouse.

All sales are final orders and cannot be cancelled once it is being processed and no refunds will be entertained.

What if I received a damaged product?

Firstly, we apologise if the products received were damaged.

Customers should reject outright any over/ short supply, the incorrect or damaged item (including but not limited to any visible defect of the item or any item that has passed its expiry date) once the item has been received.

Refund Policy

Please note by ordering on our website, you automatically agree to our General Terms & Conditions. Therefore, we recommend you carefully read our Refund Policy prior to making a purchase.

This Refund Policy only applies to online purchases made on our website. 

If you have encountered the following issues, please notify us within 3 days of receiving, upon presentation of the invoice number, for any of the following reasons:

• You received the wrong item in your package.
• You received a broken item in your package.
• The quantity delivered is incorrect. 

Spoiled or oxidized wine can be exchanged within 7 days of purchase, upon presentation of the invoice number and:

• All returned wines should not be less than half a bottle.
• It is subject to an evaluation by our staff.
• We exchange the spoiled wine with a new bottle of the same wine.
• We reserve the right to reject any return, or exchange deemed unfit or unreasonable.

We currently do not offer replacements or returns.

 Refund Process

If your item meets the above Refund Policy conditions, please have your order invoice number ready and contact us by email at contact@alcoholfreewines.my as soon as possible within 3 days from the date of receipt and state the reason for refund. Please send us a picture as proof.   

You'll receive a confirmation email to acknowledge that we have received your request for a refund within 3 working days.

Please allow at least 14 working days for validation and inspection. We will notify you once we’ve inspected the damaged item via email, and let you know if the refund is approved.

If your request is approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process the refund.