That didn't work for me once when I got a dozen of cooked Mendoza Malbec.Gray's will refund for severely mis-described or faulty wines that are not from private cellars, I've had success several times and sometimes they don't even want the wine back. It does take a week or two for the process to work through. I use this Submit a request page: https://support.grays.com/hc/en-au/requests/new
I fought it with PayPal and got my money back, but that was a poor experience.