Refund and Returns Policy

Last Updated: July 19, 2025

Overview

Oro Cru is a brand identity operating as a DBA under Kukula Wines LLC. Business activities under this name are subject to Kukula Wines LLC’s directives and governance. Oro Cru is committed to quality, care, and customer satisfaction. Due to the nature of our products, we offer limited refunds and returns. Please review the terms below.

1. Damaged or Incorrect Orders

If your wine arrives damaged or incorrect:

Notify us within 5 business days of delivery at info@kukulawines.com.
Include your order number and photos of the packaging and product.
We’ll evaluate the issue and, if approved, offer a replacement, credit, or refund.

2. Returns

Due to alcohol regulations, we do not accept returns on wine once it has been shipped, unless it was damaged or incorrect.

3. Corked or Faulty Wine

If you suspect a bottle is corked or otherwise faulty:

Contact us within 7 days of opening.
We may request photos or details about the wine.
Evaluation will be handled case by case. If confirmed, we may offer replacement or credit.

4. Refund Method & Timing

Refunds (if applicable) are processed to the original payment method.
Please allow 5–10 business days for the transaction to appear on your statement.

5. Wholesale & Trade Accounts

Different terms may apply to licensed business accounts. Please refer to your wholesale agreement or contact us directly.

We stand behind the wines we curate and distribute. If you have concerns, don’t hesitate to reach out—we’re here to make things right.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company; it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@kukulawines.com.

Shipping returns

To return your product, you should mail your product to 1614 118th Ave SE Suite 200 Unit 438 Bellevue, WA 98005-3861

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.