MKJ WINES BY ENELO: Returns, Refunds & Exchange Policy
Effective Date: July 2026
Last Updated: August 2026
At MKJ Wines by Enelo, we are committed to delivering exceptional wines and an equally exceptional customer experience. This is against the promise that:
- Every bottle tells a story.
- Every pour creates a memory.
- Every celebration builds a legacy.
We carefully inspect and package every order before it leaves our premises. However, we recognise that circumstances may arise where a product needs to be returned, replaced or refunded. This Returns, Refunds & Exchange Policy explains how we manage such situations.
Our commitment:
Every bottle should arrive safely, in excellent condition and ready to become part of your next celebration, next story, next memory and next legacy!!!
1. Scope of this Policy
This policy applies to wine and other products purchased through the official MKJ Wines by Enelo online platform. By placing an order, customers agree to comply with this policy, our Terms and Conditions, and all applicable South African laws and regulations.
As MKJ Wines operates in the regulated liquor environment, all sales and deliveries are subject to applicable liquor legislation, licensing requirements and age-verification requirements. The South African Department of Trade, Industry and Competition
confirms that liquor retailing is regulated and that liquor may not be sold to persons under 18.
2. Age Verification
MKJ Wines by Enelo sells alcohol only to persons who are 18 years or older. You may be required to provide valid identification when: placing an order; completing age verification online; receiving your order; or collecting an order. Our delivery partner may request identification before handing over an alcohol order. If the recipient cannot satisfactorily demonstrate that they are 18 years or older, the order may not be handed over. No refund claim arising from a failed age-verification or lawful refusal to deliver will be processed as a product-defect claim. South African liquor norms prohibit the sale of liquor to persons under 18, and official guidance confirms that retailers must verify age where required.
3. Damaged or Broken Bottles
We understand that wine bottles can occasionally be damaged during transportation.
Therefore, ff your order arrives with a bottle that is:
- broken;
- cracked;
- leaking;
- visibly damaged; or
- otherwise, unsafe or unsuitable for consumption,
please do not consume the product. Rather, contact us within 48 hours of delivery at:
Email:
WhatsApp: 076 670 1252
Please provide:
- Your order number;
- Your name and contact details;
- A description of the problem; and
- Clear photographs of the damaged bottle, packaging and delivery parcel.
Where appropriate, we may arrange collection, replacement or refund.
4. Incorrect Product Received
If you receive a product different from what you ordered, please notify us within 48 hours of delivery. For example:
You ordered MKJ Wines Rosé but received MKJ Wines Merlot. Subject to verification, MKJ Wines will arrange for the incorrect product to be collected and the correct product to be delivered. We will cover reasonable delivery costs associated with correcting an error made by us.
5. Missing Items
If an item appears to be missing from your order, please contact us within 48 hours of delivery. We will investigate the order against our dispatch and delivery records. If we confirm that an item was omitted, we will arrange an appropriate remedy, which may include:
- delivery of the missing item; or▪ a refund for the missing item.
6. Incorrect Delivery Address
Customers are responsible for providing an accurate and complete delivery address. If an order cannot be delivered because an incorrect or incomplete address was provided, MKJ Wines may contact the customer to arrange an alternative delivery.
Additional delivery charges may apply where the original delivery attempt was unsuccessful because of information supplied incorrectly by the customer.
7. Change-of-Mind Returns
Because wine is an alcoholic beverage and may be subject to regulatory and product-integrity requirements, change-of-mind returns are subject to applicable law and our assessment of the particular circumstances. Where a return is accepted, the product must generally:
- be unopened;
- be in its original condition;
- have its original packaging and labels intact;
- not have been damaged or tampered with; and
- be returned within the period communicated by MKJ Wines.
Customers should contact us before sending any product back. Please do not return wine without first receiving a return authorisation from MKJ Wines.
8. Products That Cannot Be Returned
Subject to applicable consumer rights, we may not accept returns where a product:
- has been opened or partially consumed;
- has been damaged after delivery;
- has been tampered with;
- has been stored improperly after delivery;
- has had its original packaging or labels removed;
- is returned without prior authorisation; or
- cannot reasonably be resold because of its condition.
This does not affect any rights a consumer may have under applicable consumer- protection legislation.
9. Refunds
Where a refund is approved, MKJ Wines will communicate the applicable refund process to the customer. Refunds may be processed where:
- the wrong product was supplied, and a replacement is not appropriate;
- a product was damaged before or during delivery;
- an item paid for was not supplied;
- a product is confirmed to have a qualifying defect;
Refunds will generally be made to the original payment method, where reasonably possible. The time taken for the funds to reflect in the customer's account may depend on the customer's bank or payment service provider.
10. Replacement Rather Than Refund
Where appropriate, MKJ Wines may offer a replacement product instead of a monetary refund. For example:
- Damaged bottle → Replacement bottle
- Incorrect wine → Correct wine
- Missing product → Replacement product
The preferred remedy will be discussed with the customer and will take into account the circumstances of the particular order and applicable consumer rights.
11. Delivery Costs
Where MKJ Wines is responsible, we will generally cover the reasonable costs of correcting the issue. If the problem arose because:
- we supplied the wrong product;
- an item was damaged before dispatch; or
- an item was omitted from the order,
Where the customer is responsible and where additional delivery costs arise because of:
- an incorrect delivery address;
- failure to accept delivery;
- repeated failed delivery attempts attributable to the customer; or
- another circumstance within the customer's control, additional charges may apply.
12. Return Process
Step 1 — Contact Us
Email or WhatsApp MKJ Wines with your order number.
Step 2 — Provide Evidence
Where relevant, send photographs of the product and packaging.
Step 3 — Assessment
Our team will assess the request and communicate the proposed resolution.
Step 4 — Authorisation
If a return is required, we will provide return instructions.
Step 5 — Resolution
Depending on the circumstances, we will:
Replace • Refund • Credit • Correct the Order
13. Wine Quality Concerns
Wine is a natural agricultural product and may display differences between vintages, batches and individual bottles. However, if you believe a wine is defective, for example, it has an unusual fault or appears unsuitable for consumption, please contact us.
Please retain the bottle and remaining wine where possible. We may request:
- photographs;
- batch or lot information;
- the bottle closure;
- remaining wine; or
- other information necessary to investigate the complaint.
Please do not dispose of the bottle before contacting us, particularly where the concern relates to wine quality.
14. Refunds for Promotional Products
Products purchased as part of promotional campaigns; bundled offers; special packages; complimentary gifts; or limited-edition offers may be subject to specific terms communicated at the time of purchase. Any promotional refund will be handled in accordance with the applicable promotion terms and consumer law.
15. Gift Orders
If wine is purchased as a gift, the purchaser remains responsible for ensuring that the delivery details are accurate. Where a gift recipient receives a damaged or incorrect product, they may contact MKJ Wines to report the issue. Any refund will ordinarily be processed to the original purchaser/payment method unless otherwise required by law.
16. Complaints
We genuinely value customer feedback. If you are dissatisfied with your order or our service, please contact us first so that we can attempt to resolve the matter promptly.
Customer Care
MKJ Wines by Enelo
Email:
WhatsApp: 076 670 1252
Website: htpps://www.enelo.org.za
Please include your order number when contacting us.
17. Consumer Rights
Nothing in this policy is intended to exclude, restrict or unlawfully limit any rights available to consumers under applicable South African consumer-protection legislation. The South African liquor regulatory framework expressly recognises the applicability of the Consumer Protection Act alongside liquor legislation and provincial liquor laws. For online transactions, businesses should also ensure that their website provides the required supplier and transaction information.
18. Liquor Regulatory Compliance
MKJ Wines by Enelo will conduct its business in accordance with the liquor laws and licensing requirements applicable to its operations. The South African liquor framework distinguishes between national regulation of manufacturing/distribution and provincial regulation of micro-manufacturing and retailing. Accordingly, the final version of this policy should be reviewed against the specific liquor licence(s), province(s) of operation, delivery model and fulfilment arrangements used by MKJ Wines before publication. This is particularly important for an online wine business because liquor licensing and the physical premises from which alcohol is sold, stored or distributed can affect how an online sales model is structured.
19. Our Commitment
At MKJ Wines by Enelo, we want every customer interaction to reflect the same values embodied in our brand: Excellence, exceptional products and service, authenticity, honest and transparent customer relationships, luxury, a seamless and premium experience, connection, building lasting relationships with our customers, legacy and creating experiences worth remembering. Our promise remains:
- Every bottle tells a story.
- Every pour creates a memory.
- Every celebration builds a legacy.
MKJ Wines by Enelo: Co-creating a legacy from a single dream.
