Cancellation Policy
Booking Confirmation
Bookings are confirmed once the required payment is received and a confirmation email is sent to the customer.
Cancellation by You (Customer)
- You may cancel your booking in writing by email to info@latitude32wines.com at any time.
- Free cancellation: More than 48-hours before the scheduled date.
- Late cancellation: Cancellations made within 48-hours of the booking date, late arrivals, and no-shows will incur a cancellation fee of 100% of the total booking cost.
Changes to Booking
Requests to change the booking date or time must be received in writing at least 48-hours before the scheduled booking. Changes are subject to availability.
Cancellation by Us (Business)
If we must cancel due to unforeseen circumstances (e.g. extreme weather, staffing issues), you will be offered:
- A full refund of any amount paid; or
- An alternative booking date.
No-Show Policy
Failure to arrive for your scheduled booking without prior notice will be treated as a cancellation and the full booking charges will apply.
Delivery & Returns
National Shipping
Latitude 32 Wines delivery service is provided by Aramex and we aim to deliver within 10 business days from dispatch. Your order can be tracked via the Aramex site with your tracking ID which is supplied once the order has cleared our internal orders procedure.
Wines are packed in secure packaging and breakages are rare. If you are not in attendance when delivery is made a note will be left and you will need to contact Aramex to get the parcel redelivered.
International Shipping
We currently do not offer international shipping.
Returns
We accept returns for damaged and/or broken wine bottles. You can choose to exchange for the full value of your original purchase or receive a full refund.
Once your return is received by our team, your refund or exchange will be processed. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
The delivery service is provided by Aramex and we aim to deliver within 10 business days from dispatch. If Aramex discovers a breakage, they will not deliver the package and return it directly to us.
If the product is delivered in a damaged or tampers state please contact our team immediately (within 7 days of delivery). We will investigate the problem and resupply or refund the damaged product:
P +61 431 33 55 58
E info@latitude32wines.com
Please note, we reserve the right to refuse a request for a refund/return if we believe a customer is abusing the policy.
Privacy Policy
Latitude 32 Wines is bound by the Privacy Act 1988 (Cth) (Act), the Australian Privacy Principles (APPs), as well as other applicable laws and codes.
We value the opportunity to interact with you and are committed to respecting and protecting the personal information that you provide to us.
This Privacy Policy explains how we collect, use, store and disclose your personal information. It also outlines how you may access your personal information, request corrections, and make a complaint if you believe there has been a breach of this Privacy Policy, the Act or the APPs.
Collection of Personal Information
Personal information is defined in the Act as information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information or opinion is true or not and whether it is recorded in a material form or not.
We collect personal information so that we can provide our products and services to our customers. This includes collecting personal information to:
- identify and communicate with our customers;
- inform people who may be interested about our products, special offers, promotions and events;
- communicate via email, phone, mail and/or social media;
- process orders and bookings;
- deliver orders to customers;
- respond to enquiries; and
- improve our services through customer feedback.
If we do not collect your personal information, we may not be able to provide you with our products or services.
If at any time you do not wish to receive information from us about our products, promotions or events, you may opt out by contacting us using the details provided below.
Types of Personal Information We Collect
The personal information we collect is generally limited to information you provide to us directly. This may vary depending on how you interact with us, but typically includes:
- contact details such as your name, date of birth, address, company name (if applicable), email address and telephone number;
- details of your orders, purchases and bookings;
- billing and payment information;
- credit card and transaction details;
- feedback regarding our products and services; and
- information relating to participation in promotions, tastings or special events.
Latitude 32 Wines may, on occasion, collect sensitive information (as defined under the Act), such as health or dietary information. We will only collect sensitive information with your consent and/or where authorised by law.
How We Collect Personal Information
We may collect personal information through a range of interactions, including:
- visits to our cellar door;
- wine purchases made in person or online;
- participation in wine club memberships (if applicable);
- attendance at promotions or events; and
- interactions via our social media channels, including Facebook, Instagram, and LinkedIn.
Use and Disclosure of Personal Information
Latitude 32 Wines will only use your personal information as permitted by law. This means your personal information will only be used for the purpose for which it was collected, or for a related purpose.
We take reasonable steps to ensure your personal information is stored securely, including password protection and restricted access.
We may disclose your personal information to third parties where necessary to provide our products and services, including agents and service providers such as couriers, payment processors, and mailing services.
Where you request delivery to an overseas address, your personal information (such as name and contact details) may be disclosed to overseas recipients, including international courier services. It is not practicable to list all countries in which such recipients may be located.
Accessing and Correcting Your Personal Information
You may request access to the personal information we hold about you or request that it be updated or corrected by contacting us using the details below. We will respond to your request within 30 days.
You will not be charged a fee for requesting access to your personal information. However, in some circumstances, a reasonable fee may apply to cover administrative costs associated with providing access.
There may be circumstances where access cannot be provided, including where:
- providing access would unreasonably impact the privacy of others;
- providing access would be unlawful; or
- access is otherwise restricted or authorised by law.
If access is refused, we will provide written reasons.
Contacting Us
If you would like to access or correct your personal information, or require further information about how Latitude 32 Wines manages personal information, please contact us at:
Latitude 32 Wines
771 Hermitage Road, Pokolbin, NSW 2320
P: +61 431 33 55 58
E: info@latitude32wines.com
Making a Complaint
If you believe Latitude 32 Wines has breached this Privacy Policy, the Act or the APPs, you may lodge a complaint using the contact details above. We will endeavour to resolve your complaint as soon as reasonably practicable.
You may also contact the Office of the Australian Information Commissioner via www.oaic.gov.au/privacy/privacy-complaints.
Policy Updates
This Privacy Policy may be reviewed and updated from time to time. Latitude 32 Wines reserves the right to amend this policy at any time, with updates published on our website.
Last updated: 09/02/2026
Liquor Licence No. LIQW880015682
Liquor Act – It is an offence to sell or supply liquor to, or obtain liquor on behalf of, a person under the age of 18 years.