Returns, Refunds and Delivery Issues Policy

Effective date: 19 September 2026. This policy applies to purchases made directly from Beeva Wine & Spirits Pte Ltd (UEN 202532991K) through beeva.com.sg. Beeva is registered at 43 Keppel Road, #05-01, Singapore 099418. Purchases made through Lazada, Shopee or another marketplace are subject to the claims and refund procedures of the relevant marketplace, not this policy.

Change of mind and taste preference

Due to the nature of alcoholic beverages and the importance of maintaining proper product storage, handling and traceability, Beeva does not accept returns or provide refunds where the customer has changed their mind, selected the wrong product, does not enjoy the taste or style of the product, or where the product was stored, handled or damaged after delivery. This does not affect any rights or remedies available to the customer under Singapore law.

Damaged, broken, missing or incorrect products

Customers should inspect their order as soon as reasonably possible after delivery. If a product is visibly broken, leaking, damaged, missing from the order or different from the product ordered, the customer should contact Beeva within 48 hours of delivery, providing the order number, contact details, a description of the problem, photographs of the affected product and packaging, and any other information reasonably required. Customers should retain the affected product and its packaging until Beeva confirms it may be discarded. This reporting window does not exclude any right or remedy that cannot lawfully be excluded under Singapore law.

Corked, tainted or otherwise defective wine

If a wine appears corked, tainted, spoiled or otherwise defective, the customer should contact Beeva within 14 days (period pending final confirmation) of delivery and retain the bottle, the cork or closure, at least half of the bottle's original contents, and proof of purchase. Beeva may arrange to inspect or collect the bottle before determining the appropriate resolution. Natural variations between vintages, ageing characteristics, sediment and personal taste are not, by themselves, product defects.

Resolution of verified claims

Beeva will review each claim using the information available, including photographs, delivery records and driver information. Where a claim is verified, Beeva will normally offer a replacement, subject to availability. If the same product is unavailable, Beeva may, after consulting the customer, provide an equivalent replacement, store credit (whether this is offered is pending confirmation), or issue a refund. Where the entire order is materially affected by an error attributable to Beeva, any approved refund includes the delivery charge; a claim affecting only part of an order is ordinarily limited to a refund of the affected product.

Refund processing and Beeva Coins

Approved refunds are made to the original payment method. Beeva will initiate the refund within 7 to 14 working days after approving the claim; additional processing time from the customer's bank, card issuer or payment provider may apply. Any Beeva Coins earned or redeemed in connection with a refunded or cancelled purchase are adjusted in accordance with the Beeva Coins Club Membership Terms.

Order cancellation and amendment

Customers may request to cancel or amend an order before it has been dispatched, and Beeva will do so without charge, refunding any applicable amount to the original payment method. Once an order has been dispatched, it cannot ordinarily be cancelled or amended; if Beeva agrees to an exception, any reasonable delivery, return or administrative costs are communicated to the customer before the arrangement is confirmed.

Failed delivery and redelivery

Customers are responsible for providing a complete and accurate delivery address, contact number and delivery instructions. Where delivery cannot be completed - no eligible recipient available, incorrect address or contact details, the customer cannot be contacted, age verification cannot be completed, or access to the delivery location is unavailable - Beeva may arrange redelivery. A redelivery charge of amount pending confirmation may apply for a customer-caused failed delivery, communicated before redelivery is arranged. No redelivery charge applies where the failure was caused by an error by Beeva or its delivery provider.

Delivery acceptance and risk

An order is treated as delivered once accepted by the customer or an eligible recipient at the delivery address and recorded through Beeva's proof-of-delivery process. The recipient may be required to prove they are at least 18 years old; Beeva or its delivery provider may refuse delivery if age verification cannot be completed. Once delivery is properly completed and accepted, responsibility for the products passes to the customer, except where the product was already damaged, defective or incorrect at the time of delivery.

Non-delivery claims

If an order is marked as delivered but the customer cannot locate it, the customer should contact Beeva within 48 hours. Beeva will review the available proof-of-delivery records, photographs, route records and driver information, then advise the customer of the outcome. Where Beeva cannot establish that the order was properly delivered to the stated address or an authorised recipient, Beeva will arrange a replacement or refund; claims may be rejected where the records reasonably establish the order was properly accepted and any loss or damage occurred after delivery.

Beeva driver deliveries and third-party providers

If a product is damaged before delivery is completed, the driver returns the affected stock to Beeva Office and Beeva arranges a replacement or redelivery as soon as reasonably possible; drivers are not authorised to approve refunds, credits, cancellations or complaint outcomes. Where Beeva appoints a third-party delivery provider (including SmartShip), customers submit their claim directly to Beeva, who communicates with the provider on the customer's behalf.

Lazada and Shopee purchases

Orders placed through Lazada or Shopee must be reported through the relevant marketplace's own return, refund or dispute process within the period that marketplace prescribes. This Beeva policy does not replace or override the marketplace's applicable procedures.

Suspected fraud or abuse

Beeva may request additional information or decline a claim where there is reasonable evidence of fraud, abuse, alteration of evidence, repeated unsupported claims or customer-caused damage. Any decision is based on the available evidence and does not limit any right the customer may have under Singapore law.

Contacting Beeva

Claims and sales enquiries under this policy should be sent to [email protected] or by WhatsApp/telephone at +65 8181 9526, including the order number and the supporting information described above. General enquiries may be sent to [email protected].

Statutory rights

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under the Consumer Protection (Fair Trading) Act 2003 or other applicable Singapore law.

Changes to this policy

We may update this policy from time to time, including once the pending items above (the corked-wine reporting period, store credit, and the redelivery charge) are confirmed. We will update the effective date above when we do.