Terms of service

Terms and Conditions

OPS WINES ONLINE LIMITED / Pedro's Wines

Terms and Conditions of Business and Use
Last updated 1st February 2019

If you want to buy wine from us or use our web site you can only do so on these terms and conditions, and by registering on the web site you are agreeing to be bound by them. Although they are written in small print, we hope you will agree that they are designed to be fair to you and to us. We may change these from time to time by updating this posting. Please note, calls may be monitored and recorded for training purposes.

Customer Promise

Quality - If you buy any of our wines and you don't like a bottle, we will credit your Virgin Wines account (with store credit) for the amount paid for that bottle. If you have bought a whole case of one particular wine, then we will credit your Virgin Wines account (with store credit) for the price paid for the whole case, including delivery, as soon as we have collected the rest of the wine from you, provided of course that you have only drunk one bottle from the case. If you have bought a mixed case of wine to which a case discount has been applied we will credit your Virgin Wines account (with store credit) with a proportion of the price you paid determined by what the proportion of the case contents of the wine you didn't like represents.
Delivery is free for WineBank members. For non-members delivery is £7.99 per delivery address regardless of how many cases you order. So pack 'em in quick. We will deliver your wine to anywhere in the United Kingdom (including Northern Ireland, the Highlands, Scottish islands, the Isle of Man and the Scilly Isles.). If you order 2 or more cases, they may not be delivered at the same time, but the delivery charge will stay the same. Auction cases are dispatched individually and each case will incur a separate delivery charge. We deliver Monday to Friday, 8am to 6pm. Most of our customers give us instructions to leave the wine in a safe place as this is by far the easiest way to ensure you get your wine on time. If it gets nicked, we will replace it free of charge (see Clause 1c below).
If you prefer to have the wine delivered to you in person, we will of course do so. If you are not there the driver will leave a card for you to arrange a more convenient delivery time.
Saturday delivery is available on request. To arrange a Saturday delivery the order MUST be placed by phone. Call 07807218832 and one of our agents will place the order for you. Saturday deliveries are available between 7.30am and midday.
Stolen Wine and Breakages

Stolen Wine - If you give instructions for us to leave your wine outside your house and the wine gets nicked, we will ship you another case free of charge, providing you notify us within 90 days. The replacement case must be signed for on delivery.
Breakages - In the event that any of the bottles in your case are damaged, please let us know within 90 days and we will credit your account with the price you paid for the damaged bottles or a proportion of the total case price representing the proportion of the case contents which has been damaged in the event of a case of mixed wines sold with a case discount.

If you have any queries regarding delivery please contact us at info@opswines.co.uk.
Availability - Wine is an agricultural product and runs out from time to time. If you order a case of wine, we may change some of the bottles, but we never use this as an opportunity to advertise a good wine and supply plonk. We promise that we will only ever replace up to three bottles without asking. If you ever have cause to disagree with our choice of replacements, we will give you a credit for any of the bottles that we have switched, no questions asked.
Claiming under our customer promise - If you need to claim under our customer promise, then call us on 07807218832 or notify us by email on info@opswines.co.uk.
Customer satisfaction - If you are dissatisfied with our performance in any way, please contact our customer services department immediately on 07807218832. At Virgin Wines, we aim to deal with all enquiries fairly, confidentially and quickly. We will acknowledge your contact within 24 hours. We try to resolve most issues immediately, but where this is not possible, we will keep you informed about progress until a satisfactory resolution has been achieved. We are continually improving our service, but if you have any particular ideas or suggestions about how we can improve, please send them to: opswines@gmail.com.
Right To Terminate - This Customer Promise is here for the good of all of our customers. If we feel that it has been abused, we reserve the right to close your account, by inactivating it, once we have met our obligations under this promise. If we do inactivate your account, and you choose to make another purchase, whether through that account or any other, then our obligation to you for any claim will be limited to your statutory rights and we will not be bound to deliver our full Customer Promise.

Prices and payment

All prices are quoted in pounds sterling, and may be per bottle or per case, as marked. The prices include Value Added Tax, unless otherwise specified. Any delivery charges are additional.
We accept payment by Visa, MasterCard, Amex and PayPal and, for single, non-recurring purchases, we also accept Maestro.
We reserve the right to terminate any special offer at any time, without notice.

Age restriction

We won't sell wine to anyone who isn't 18 years old or over. Sorry, but that's the law. When you register your details you will be required to enter a valid date of birth to confirm you are 18 years old or older. By placing an order you also confirm that you are at least 18 years old.
If you are buying a case of wine as a gift - the recipient must also be over 18 years old.
If our couriers are in any doubt about the age of the recipient on delivery, they will request some form of ID. If the person receiving the wine is unable to produce appropriate ID, unfortunately our couriers will be unable to leave the wine.
Sorry to have to state the obvious, but once the wine has been delivered, according to your original delivery instructions, it becomes the recipient's responsibility. This does not affect your right to a replacement case if it is stolen as set out in our delivery promise (Clause 1d).

Security

If you are nervous about shopping on the web, don't be. We use secure servers with state-of-the-art encryption and secure sockets layer (SSL) technology for the transfer of credit card information. Additionally, we have security measures in place to protect our customer database and access to this database is restricted internally.
It is your responsibility to protect your password from being disclosed to any third party.

Vouchers

If you have a voucher to redeem against the purchase of wine, the following terms and conditions apply, and you agree to be bound by these terms and conditions:
Promotional vouchers can only be used on orders of eligible 12 or more bottle cases. The conditions of use are as stated below, unless otherwise stated explicitly on the voucher itself.
You must be over 18 to buy alcohol.
Vouchers are non-transferable, may not be sold at auction and have no cash alternative.
Any introductory voucher outlined in points f, g and h above can only be redeemed once and by redeeming the voucher, you are not entitled to any further introductory vouchers or other introductory offers from Ops wines Ltd or its affiliates (where "you" refers to any combination of a registered user, a credit card, a credit card holder or a household). If you have redeemed any introductory voucher or other introductory offer from Ops Wines Ltd or its affiliates in the past, you are not entitled to participate in the offer, but you can rejoin by purchasing your first case at the normal price without the voucher discount being applied.
Where a voucher is used in breach of the above conditions, Ops Wines Ltd reserves the right to make a charge equivalent to the value of the voucher against the payment card used on the contravening order or take steps to recover the goods as it deems appropriate. A charge may be made to cover the cost of recovery of the goods.

Cancellations

You may cancel your order for any reason whatsoever at any time up to 5 working days from the day after the date you receive your wine, provided all of the bottles are unopened and intact.
In order to cancel your order you must call us on 07807218832, notify us by email on Info@opswines.co.uk or in writing to Ops Wines Ltd 21 Centenary Heights Larkwood Avenue SE10 8GE
We shall reimburse the price of the wine within 30 days from the date you notify us of the cancellation. It is your responsibility to hold onto the wine and take reasonable care of it until we come to collect it.

Returns

If some or all of the bottles of wine in a case are broken or spoiled when they are delivered you should notify us as soon as possible. You may choose either to return the whole case or just the affected bottles for a refund.
You must notify us of all wines which are due to be returned for any of the reasons stated in this clause within 10 days from delivery of the wine, otherwise you cannot rely on Clause 7a above. you must call us on 07807218832, notify us by email on Info@opswines.co.uk or in writing to Ops Wines Ltd 21 Centenary Heights Larkwood Avenue SE10 8GE
All refunds and reimbursements under Clause 7a will be paid within 30 days of you notifying us of your wish to return wine under that clause, provided the wine has been collected by our carrier.
Any wines collected by our carrier must be in their original box to avoid further breakages, where possible. If the packaging has become damaged or weakened the courier will not accept the package. Please call our call centre before requesting a collection, or as soon as possible, if this is the situation.
Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or misdescribed goods. Further information about your rights is available from your Local Authority Trading Standards Department or Citizen's Advice Bureau

Intellectual Property Rights

You agree and acknowledge that we own or are licensed to use all copyright, database rights, trade marks and other intellectual property rights in and to all parts of this web site, and to the business of Ops Wines Ltd Limited, including Wizard software, the structure, design and layout of the web site, the styles of the wines and the electronic cellar.
You are entitled to use our web site in accordance with these Terms and Conditions only. You must obtain our prior written consent before you use our web site or any part of it in any other manner.
All persons, individual and corporate, are prohibited from providing hypertext or other links to the www.opswines.co.uk site, other than to our home page, from their own web site or from a third party's web site, without our prior written consent.

Warranties

We warrant that the wines will be of satisfactory quality and fit for their general purpose.

Limitation of liability

Nothing in these Terms and Conditions shall exclude Virgin Wine Online's liability for personal injury or death caused by its negligence.
We will not be liable for any loss or damage caused by us or our employees or agents in circumstances where:

loss or damage was not foreseeable to both parties when the contract was formed;
loss or damage was not caused by any breach on the part of the supplier;
loss or damage relates to business and/or non-consumers.

Subject to Clause 10a we will not be liable for loss or damage caused by the customer handling the wine. In particular we will not be liable for spillages or breakages.
Customers should also be aware of the following inherent risks and warnings:

Alcohol should be consumed in moderation.
A case of wine is heavy so extra care should be taken when lifting it. If you are concerned about the weight we advise that you transfer the bottles 1 or 2 at a time.
Red wine in particular may cause staining if spilt so extra care should be taken.
Sparkling wines and champagnes can be volatile due to the build up of gasses extra care should be taken when opening these.

General

We shall not be liable for any delay in delivering your wine if that delay or failure is caused by circumstances beyond our control such as, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, fire, flood, storm or Act of God, failure of ISP or telecommunications provider in connection with the performance of this Agreement.
Virgin Wines may change or add to these terms and conditions for security, legal or regulatory reasons. We will not use this right to vary the terms of any special offer that applies to you.
Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the products ordered unless we have notified you that we do not accept your order for whatever reason or you have cancelled it in accordance with section 6 above. Title will pass on delivery of the products, provided that we have processed and received payment in full for the products.
Relevant United Kingdom law will apply to these terms and conditions and the relevant courts of the United Kingdom will have exclusive jurisdiction. Here are our details should you want to contact us:
Ops Wines Ltd 21 Centenary Heights Larkwood Avenue SE10 8GE
Tel: 07807218832
Email: info@opswines.co.uk.

Free delivery promotions

Restrictions and Terms and Conditions: "Spend £150 and get Free Delivery":

Free Delivery when spending over £150 is based on our Standard Delivery option.
If you select a different delivery option you will receive the cost of our Standard delivery (£7.99) deducted from your order and the difference will be charged.
Cannot be used in conjunction with any other Free Delivery offer.

General Free Delivery Terms and Conditions:

Free Delivery cannot used in conjunction with Voucher of any kind.

Free bottle promotions

Restrictions and Terms and Conditions: "Rate Your Wines and get a Free Bottle":

When you rate a wine you have purchased from us, you will become eligible to receive a free bottle of wine with your next order (min. 12 bottle case) provided there is space to add the bottle to the order (our cases hold a maximum of 18 bottles, so a 17 bottle case is the largest one we can add a free bottle to) and subject to the exclusions detailed below.
If you are eligible to receive a free bottle under this section and are not able to receive the free bottle in your next order for any reason, your eligibility will remain indefinitely and you will receive your free bottle in the next qualifying order.
You will be able to choose whether the free bottle you receive will be a red or a white wine. The specific wine is chosen by Ops Wines Ltd.
Only one free bottle may be added to an order. Once the free bottle has been added to an order you will be ineligible to receive any further free bottles until you next rate a wine you have purchased from us. There is no restriction on the number or frequency of free bottles you receive subject to the ineligibility previously described.