Heat & Temperature Policy

1. Temperature-Controlled Metro Deliveries

For the majority of metropolitan areas, we use Anonymous Wine Logistics, which provides temperature-controlled transportation designed for wine and other temperature-sensitive products.

Where this service is used, reasonable steps are taken to reduce the risk of heat exposure during transit.

2. Non-Metro Areas and Alternative Logistics

For deliveries to regional, remote, or non-metropolitan areas, or where alternative logistics providers are required, temperature-controlled transport cannot be guaranteed.

In such cases, delivery may occur via standard freight services that are subject to ambient weather and environmental conditions beyond our control.

3. Hot Weather Holding Option

During periods of extreme or sustained hot weather (“hot periods”), customers may request that their order be held at no additional charge in our temperature-controlled storage facilities until weather conditions are considered suitable for dispatch.

This request must be made at the time of placing the order or prior to dispatch.

If no such request is received, the order will be dispatched in accordance with standard delivery timelines and logistics arrangements.

4. Allocation of Risk for Heat Exposure

Where an order is dispatched without a prior request for temperature-controlled holding, the customer acknowledges that:

Wine is inherently sensitive to temperature fluctuations; and

Exposure to heat during transportation may impact quality, condition, or longevity.

To the extent permitted by law, we do not accept liability for heat-related damage or deterioration occurring during transit where temperature-controlled delivery or storage was not requested, or where such control could not reasonably be provided due to delivery location or logistics constraints.

5. Australian Consumer Law

Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantees or rights under the Australian Consumer Law (ACL) that cannot lawfully be excluded.

Where the ACL applies and a failure to comply with a consumer guarantee is established, remedies will be provided in accordance with the ACL.

6. No Retrospective Claims

Subject to the ACL, claims relating to heat damage will not be accepted where the customer did not request temperature-controlled holding prior to dispatch, and the order was delivered in accordance with the agreed delivery method.