No Quibble Guarantee Policy

Last updated 01/12/2025

Our No Quibble Satisfaction Guarantee

Because great wine should bring joy, not disappointment

Our Promise to You

At Portman Vintners we believe that every bottle should exceed your expectations. If any wine fails to delight you, we'll make it right – quickly, easily, and without the third degree.

Possible Reasons For Returns

Quality Issues

If your wine has any quality defects, we'll replace or refund it without question:

  • Cork taint (TCA) musty, wet cardboard aromas
  • Oxidation wine that's gone flat, brown, or tastes like sherry (when it shouldn't)
  • Unintentional Brettanomyces “Brett”, unpleasant or medicinal smell
  • Sediment or Cloudy issues in wines that shouldn't have sediment or be cloudy, although more wine makers are avoiding filtering to preserve the wines aromatics, hence there is more chance of sediment forming as wine ages, decanting is always a great way to serve red wines, and keep sediment safely out of your glass. We note wines that have formed sediments, 
  • Off flavours indicating faulty winemaking
  • Bottles that arrive damaged or leaking

There are several crystals that can form in sweet wines (sugar), Fortified wines, Red wines (purple Tartrate) that are harmless, and have no flavour, they occur naturally and are not a fault or quality issue. Feel free to arrange a call with our team or pop us an email with any concerns you may have, we are very happy to assist you.

Taste Satisfaction

Even if there's nothing technically wrong, if a wine simply isn't to your taste:

  • "Not what I expected" based on our description
  • Style doesn't suit your palate
  • Occasion wasn't right for the wine chosen
  • Changed your mind about a purchase

How It Works

Step 1: Contact Us

Simply email us at noquibble@Portman.Wine or call 020 3670 6700 with:

  • Your order number
  • Which wine(s) you're not happy with
  • Brief reason (so we can improve our service)

Step 2: We Sort It Out

For quality issues: Immediate refund or replacement

For taste preferences: We'll suggest alternatives or arrange refund/credit

Step 3: Return (When Required)

  • Quality defects: Keep the faulty bottle – we may need it returned for analysis to assist our quality control measures
  • Taste issues: Return any remaining unopened wine in original packaging in a condition suitable for resale
  • We’ll arrange collection for orders over £50 or provide prepaid returns label

Conditions For Return

Time Limits

  • Quality defects: Up to 1 year from purchase (wine should last!)
  • Taste satisfaction: 30 days from delivery
  • Damaged in transit: 7 days from delivery

Consumption Limits

  • Single bottles: Taste up to half the bottle before deciding
  • Cases/multiple bottles: Try one bottle first, then contact us about the rest
  • Expensive wines (£50+): Contact us after trying just one glass if concerned

What We Need Back

  • At least 50% of bottle contents for taste-related returns
  • Original packaging where possible
  • Damaged/broken bottles: Image or video evidence is fine

Sensible Exclusions

We're reasonable people, but we can't cover:

  • Vintage variations - 2019 will taste different from 2020
  • Natural wine characteristics clearly described (sediment, cloudiness, etc.)
  • Personal alcohol tolerance changes
  • Wines consumed more than 12 months after purchase
  • Opened bottles stored incorrectly (open to air, warm, etc.)
  • Discounted/clearance items marked "sold as seen"

Special Situations

Gifts

  • Gift recipients can return directly to us with their gift receipt
  • Surprise wines (monthly selections, etc.) - full taste guarantee applies

Corporate Orders

  • Business tastings: Try before committing to full order
  • Event wines: Contact us immediately if concerns arise

Collector/Investment Wines

  • Unopened bottles: Full refund if stored correctly, in resaleable condition and returned within 30 days
  • Provenance issues: We'll investigate and make it right

Our Response Times

  • Quality defect reports: Response within 6 hours or less during business hours
  • Taste satisfaction issues: Response within 6 hours or less during business hours
  • Replacement wines: Aim to dispatch next working day
  • Refunds: Processed within 3 working days

Why We Can Offer This Guarantee

  • Careful sourcing: We taste everything before we sell it
  • Proper storage: Temperature-controlled warehouses
  • Quality partnerships: We work with reputable producers and importers
  • Expert knowledge: Our team knows wine and can guide you to styles you'll love

The Fine Print

Fraud Prevention

We reserve the right to:

  • Limit guarantee use to reasonable frequency per customer
  • Investigate patterns of excessive returns
  • Refuse future sales in cases of clear abuse

Help Us Improve Your Experience

We're always happy to: 

  • Explain wine characteristics that might seem like faults but aren't
  • Suggest better matches for your taste preferences
  • Recommend serving suggestions to enhance your enjoyment

Legal Rights

This guarantee is in addition to your statutory consumer rights under UK law - it doesn't replace or restrict them. 

Contact Information

Email: noquibble@Portman.Wine  Phone: 020 3670 6700  Hours: Monday-Friday 9am-5pm

Our Philosophy

Wine is meant to be enjoyed. If we've sold you something that doesn't bring you pleasure, that's our mistake to fix. We'd rather have happy customers who return than unhappy ones who don't. 

Life's too short for disappointing wine. 

Questions?

Our friendly team is always happy to help you find wines you'll love. Don't hesitate to call or email for recommendations before ordering!

This guarantee applies to all purchases made from 1st January 2020. Terms may be updated periodically - current version always available at portman.wine/guarantee