Shipping and Returns Policy – Granada Winery
This document outlines Granada Winery’s policy regarding shipping, delivery, returns, and cancellations. The policy is written in singular/plural form for convenience but applies to all genders.
 
1. Delivery Times in Israel
a. Central cities: Up to 48 business hours (excluding Fridays, Saturdays, and holidays).
b. Remote locations: Up to 5 business days.
c. During peak periods (holidays or special promotions), slight delays may occur beyond the stated delivery times.
 
2. Shipping Costs in Israel
a. Fixed shipping cost for orders under 500 ₪: 40 ₪.
b. Free shipping for orders over 500 ₪.
c. The above applies to deliveries within Israel only.
 
3. Self-Pickup
a. Free self-pickup from the winery: Moshav Gan HaDarom, Farm 98.
b. Pickup available within one business day from order confirmation, by prior arrangement at 050-4050356.
c. Operating hours may vary on holiday eves and holidays.
 
4. International Shipping
a. International deliveries are made via EMS service.
b. Delivery times and costs depend on the destination, weight, and EMS rates at the time of order.
c. The customer is responsible for verifying the legality of importing wine and/or pomegranate products to the destination country and for paying any applicable duties or taxes.
 
5. Packaging and Transport Conditions
All products are packed in protective packaging suitable for wine and oil bottles and shipped via an authorized delivery company to ensure safe arrival.
 
6. Delivery Coordination and Non-Delivery
a. Deliveries are made to the address specified in the order, on business days (Sun–Thu, excluding holidays and holiday eves).
b. In cases of incomplete or incorrect details, or if the recipient is unavailable, redelivery will be coordinated and may incur an additional fee according to the courier’s rate.
 
7. Damaged Deliveries
Received a damaged package or broken item? Please report it within 48 hours and attach a photo of the packaging and product. A replacement or refund will be issued as needed, at no extra cost.

8. Cancellations and Returns
a. In accordance with the Israeli Consumer Protection Law, food and alcohol products cannot be returned after delivery, except in cases of defect or incorrect supply.
b. For defective or incorrect items, a replacement or full refund will be provided at the customer’s choice.
c. To request a cancellation or return, contact us within 48 hours of receiving the order and include relevant photos.

9. Customer Service
📞 Phone: 050-4050356
📧 Email: granadawinery@gmail.com
🕘 Hours: Sun–Thu, 09:00–17:00 (closed on holiday eves and holidays)

This policy may be updated from time to time. The binding version is the one published on the website at the time of order.
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