Manage Laithwaites

How to cancel laithwaites and get your refund in new zealand

What laithwaites is and why you might cancel

Laithwaites is an online wine retailer based in New Zealand that sells individual bottles and promotional wine cases directly to your door. The company specialises in curated case offers through its GrabOne partnership, letting you buy one-off wine packs at discounted prices with free delivery included.

Unlike subscription wine clubs in other markets, Laithwaites NZ focuses mainly on single purchases and promotional cases rather than recurring monthly plans. However, if you've ordered a case and changed your mind, or if you've signed up for a Wine Plan with scheduled deliveries, you have clear consumer rights to cancel and claim a refund within 14 calendar days of receipt.

Common reasons to cancel

You might cancel Laithwaites for several reasons: the wine arrived damaged or faulty, you received the wrong bottles, the taste didn't match the description, you ordered by mistake, or you've simply decided wine isn't a priority right now. Whatever your reason, New Zealand consumer law protects you, and Stopee is here to guide you through the process step by step.

Your consumer rights in new zealand

Under the Consumer Guarantees Act 1993, you have the right to cancel a purchase of goods (including wine) within a reasonable time if they're faulty, unsafe, or unfit for purpose. Laithwaites also offers its own 14-calendar-day change-of-mind returns policy, which is actually more generous than the law requires in some cases.

If a bottle is corked, oxidised, or shows signs of poor handling, you're entitled to a replacement or full refund. Stopee recommends keeping your order confirmation and taking photos of any damage immediately upon delivery, as this evidence strengthens your claim if disputes arise.

How to cancel your laithwaites order or wine plan

The cancellation process depends on whether you're cancelling a one-off case order, skipping a scheduled delivery, or returning unwanted goods after receipt.

Cancel or skip a case online (fastest method)

1. Visit the Laithwaites New Zealand website and sign in to your account using your email and password.
   • If you've forgotten your password, use the "Forgot password" link on the login page to reset it.
2. Navigate to "My Account" or "My Orders" and locate the Wine Plan or upcoming case you want to cancel or skip.
   • Look for a "Skip this case" or "Cancel plan" button next to the scheduled delivery.
3. Click the cancellation or skip option and follow the on-screen prompts to confirm.
   • The system will ask you to confirm your choice - read any final warnings carefully.
4. Take a screenshot of the confirmation page or note the confirmation number displayed.
   • Pro tip: email this confirmation to yourself immediately so you have proof of the cancellation date.
5. Check your email inbox for a confirmation message from Laithwaites within 24 hours.
   • If you don't receive one, contact customer service with your screenshot as backup evidence.

Return unwanted goods within 14 days (change of mind)

1. Check the date your order was delivered - you have exactly 14 calendar days from receipt to initiate a return.
   • Count this carefully: day 1 is the delivery date itself.
2. Contact Laithwaites customer service by phone, email, or through the website contact form.
   • Be ready to provide your order number, delivery date, and reason for return.
   • Mention whether any bottles have been opened or seals removed, as this affects your refund.
3. Laithwaites will arrange free collection of your unopened or sealed goods at no cost to you.
   • The company covers all postage and handling for the return journey.
4. Pack the wine securely in its original packaging (or equivalent) to avoid damage in transit.
   • Warning: damaged bottles returned due to poor packing may not be refunded in full.
5. Hand the package to the collection driver and request a receipt or proof of collection.
   • Keep this proof until your refund appears in your bank account.
6. Monitor your bank account for the refund, which typically processes within 7-10 business days after Laithwaites receives the returned goods.
   • Your refund will include the full purchase price plus original delivery costs.

Request a refund for faulty or damaged wine

1. Inspect your order immediately upon delivery and photograph any visible damage, leaking seals, or faulty bottles.
   • Take photos of the bottle labels, condition of the cork, and any staining or leakage.
2. Contact Laithwaites customer service within 14 days with your photos and order details.
   • Explain clearly why the wine is faulty (e.g., "The cork is mouldy," "The wine smells of vinegar," or "The bottle was delivered with a cracked seal").
3. Laithwaites will assess your claim and either send a replacement bottle or process a full refund.
   • Under the Consumer Guarantees Act, the company cannot refuse a refund for genuinely faulty goods.
4. If Laithwaites disputes your claim, escalate to the Commerce Commission with your evidence.
   • Stopee recommends keeping all photos and correspondence as proof of your attempt to resolve the issue directly.

Refunds explained: what you'll receive and when

Understanding your refund entitlements takes confusion out of the process and helps you know what to expect.

Full refund for unopened or sealed goods

If you return unopened or sealed bottles within 14 calendar days, Laithwaites refunds the full purchase price plus the original delivery cost. This is Laithwaites' change-of-mind guarantee, and it applies regardless of why you're cancelling as long as the goods are in resaleable condition.

Pro tip: keep your bottles in their original packaging and store them upright in a cool place while arranging the return. This protects the seals and ensures you qualify for the full refund.

Partial refund for opened bottles

If a bottle has been opened or its seal removed, Laithwaites may reduce your refund. The exact reduction depends on how much wine remains and the company's assessment of resaleable condition. Disclose opened bottles immediately when you contact customer service - hiding this fact could result in a claim rejection.

Replacement or full refund for faulty wine

Faulty wine (corked, oxidised, or damaged in transit) qualifies for a replacement bottle or full refund under Laithwaites' quality guarantee and the Consumer Guarantees Act. You don't forfeit this right even if the seal has been broken, as long as you can demonstrate the wine was faulty when you opened it.

Refund timeline

After Laithwaites collects your returned goods, allow 7 to 10 business days for the refund to appear in your bank account. The money returns to the payment method you used to buy the wine (credit card, debit card, or PayPal). If 10 business days have passed and you haven't seen the refund, contact Laithwaites immediately with your collection receipt as proof.

Current pricing and laithwaites plans

Laithwaites NZ operates primarily through promotional one-off case offers rather than recurring subscriptions. Below is a sample of current offers to help you understand the value you're receiving and whether cancelling makes financial sense.

Stopee notes that Laithwaites regularly updates its promotional offers, so pricing and available cases vary by date. Check the NZ website directly for the latest deals before you decide whether cancelling an existing order is worth doing.

What happens after you cancel

Cancellation doesn't end with submitting your request - several things happen behind the scenes, and you should know what to expect.

Your scheduled deliveries will stop

Once your cancellation or skip is confirmed, Laithwaites should not charge you for any future cases under that Wine Plan. However, if you see a charge after you've cancelled, contact customer service immediately and provide your cancellation confirmation as proof. Under the Consumer Guaranties Act, unauthorised charges can be reversed.

Pro tip: set a phone reminder for the day before your next scheduled delivery would have occurred. Log in to your account and confirm that no new charges appear. Early detection prevents billing disputes.

Your account remains active unless you delete it

Cancelling your order or Wine Plan does not automatically delete your Laithwaites account. Your stored payment details, address, and order history remain in the system. If you want to remove your personal data, you must log into account settings and delete your card details, or contact Laithwaites' privacy team using the Freepost address listed at the end of this guide.

Promotional emails may continue

You may still receive marketing emails from Laithwaites even after cancelling. To unsubscribe, click the "Unsubscribe" link at the bottom of any marketing email, or log in to your account and adjust your communication preferences. Stopee recommends doing this immediately after cancelling if you don't wish to receive further offers.

Your consumer rights under new zealand law

The Consumer Guarantees Act 1993 is your safety net when buying goods from any retailer, including Laithwaites.

The right to cancel and return

You have the right to cancel a purchase of goods and receive a refund if the goods are faulty, unsafe, or unfit for the purpose they were marketed for. This right exists independently of Laithwaites' own 14-day change-of-mind policy. If you discover a fault after 14 days but within a reasonable time (usually several months for wine), you can still make a claim.

The right to a remedy for faulty goods

If your wine is corked, has a faulty seal, shows signs of poor storage, or tastes oxidised, Laithwaites must either replace it or refund you in full. The company cannot force you to accept a repair or partial credit if the goods are genuinely faulty.

Escalation to the commerce commission

If Laithwaites refuses your refund claim unreasonably, you can escalate to the Commerce Commission. Stopee advises keeping all evidence: order confirmations, delivery photos, emails to customer service, and your attempted resolutions. The Commerce Commission can investigate and compel the company to refund you if the law is on your side.

Common mistakes to avoid when cancelling

Many people accidentally sabotage their own refunds by overlooking simple steps or not understanding Laithwaites' policy.

Missing the 14-day window

The 14 calendar days start on your delivery date, not your order date. If you delay contacting Laithwaites after day 14, you lose your change-of-mind right (though faulty goods can still be claimed outside this window). Mark your delivery date on a calendar and act fast if you want to return unopened goods.

Opening bottles without checking for faults first

Once you open a bottle, Laithwaites can reduce your refund. Inspect and photograph all seals before opening anything, even if you plan to return the case. This protects your right to a full refund if you discover the wine is faulty.

Cancelling online but not confirming receipt

If you skip a case or cancel online, take a screenshot of the confirmation and save your confirmation number. Laithwaites may not have clear records in its system, and a screenshot is proof that you initiated the cancellation in time.

Not contacting customer service if charged after cancellation

Some customers cancel successfully but don't notice a charge appearing a few weeks later. Check your bank statements weekly for 4 weeks after you cancel. If a charge appears, contact Laithwaites with your cancellation proof immediately. Stopee has helped thousands of consumers reverse unauthorized charges by catching them early.

Forgetting to remove stored payment details

Deleting your Laithwaites account doesn't automatically remove your card details. If your card changes or you want to ensure Laithwaites can't charge you in future, manually delete your payment method from account settings or request deletion via email to the customer service address.

Cancellation checklist

Use this checklist to stay organised and avoid oversights.

• Record your order number and original delivery date immediately.
• Check the 14-day countdown: today's date versus delivery date.
• Take photos of all bottles and seals before opening any wine.
• Contact Laithwaites by phone, email, or website form with your order details and cancellation reason.
• Note the date and time of your cancellation request and save the confirmation reference.
• Arrange free collection of unopened goods and request a receipt from the driver.
• Monitor your bank account for the refund within 7-10 business days.
• If no refund appears after 10 days, escalate with your collection receipt as proof.
• Unsubscribe from marketing emails if you don't want further contact.
• Check your account settings and remove stored payment details if you're closing your account permanently.

Cancellation address and contact details

Use the postal address below to cancel Laithwaites by mail if you prefer not to contact them online or by phone.

Primary cancellation address

Send your cancellation request, refund claim, or privacy correspondence to:

Laithwaites Customer Service
[Contact address for general enquiries and cancellations]
New Zealand

Include your order number, full name, email address, and a clear statement that you wish to cancel your order or Wine Plan and request a refund. Allow 5-7 business days for Laithwaites to receive and process your postal request.

Privacy and freepost address

If you're requesting deletion of personal data or making a formal privacy complaint, use the Freepost address listed on Laithwaites' website under "Privacy" or "Contact Us". This route is particularly useful if you believe the company has mishandled your data or continued charging you without consent.

Why stopee exists and how we help

Cancelling a wine subscription or returning an unwanted case shouldn't feel like a battle. Yet thousands of New Zealand consumers face delays, refund denials, or continued charges because they didn't know their rights or follow the right process. Stopee was built to change that.

Stopee is a consumer advocacy platform dedicated to making cancellations straightforward and empowering you with step-by-step guidance, refund timelines, and legal context. Whether you're cancelling Laithwaites or any other subscription, we've researched the company, tested the process, and identified the traps so you don't have to. Stopee has helped thousands of consumers cancel successfully, recover refunds they thought were lost, and understand their rights under New Zealand consumer law.

If you've cancelled Laithwaites and the company refuses your refund, Stopee can help you escalate to the Commerce Commission with evidence and confidence. Use our guides, bookmark your confirmation emails, and remember: you have more power than you think.