Returns & Refund Policy
Returns & Refund Policy
RETURNS FOR WINE COOLERS
Please ensure that when you order your wine cooler, you have confirmed that the size and dimensions will fit your allotted space.
We also ask that you inspect the wine cooler on delivery and check the outside, inside, and door of the unit to check for any damage while the delivery men are still on the premises and contact us immediately if you are unhappy with the condition of the wine cooler.
Unwanted Items
If you have requested an item that does not fit your allocated space or if there is an unexpected difference in the product, please contact us within 14 days of purchase to arrange a solution. Do not turn on or use the wine cooler during this time, and we will arrange for a return.
If this item is a bespoke item where a modification has been requested, we cannot accept returns for any other reason than a faulty wine fridge.
All unwanted items must include:
- Product(s) returned in original condition
- Original packaging
- All accessories and materials must be included.
If the item is used, we cannot accept a return as unwanted without fault. In this case, we will work with you to find a suitable solution, but we will reserve the right to levy the cost of the goods (which can be approximately 50% of the product value) from the refund and charge you for the return shipping costs.
Damaged or Faulty Products
We ask that you make sure your check your wine cooler upon delivery, and if you notice any damage, report this immediately, preferably while the delivery team is still on the premises.
If you miss the damage on delivery, then report any damage to us within 48 hours so we can process this claim with the courier directly.
If you fail to report the damage to us within 48 hours, we cannot guarantee a successful claim. We will, nevertheless, work with you to find the best possible solution.
If your product arrives incomplete or missing parts, we will opt to send you the missing parts and a technician to fit them.
Should your wine cooler develop a fault within the first 30 days, you are eligible for a full refund or replacement or free repair, depending on the situation. VinCooler will make this decision.
Outside of the standard 30 day returns period, the manufacturer has the option to repair or replace the item, in line with the Consumer Rights Act and Sale of Goods Act. It is up to them as t which option they choose. We will support the customer throughout the entire process.
Return Shipping Costs
If you choose to return your wine cooler, we will charge shipping costs due to the size and weight of these items.
Please get in touch with us, and we will arrange the shipping for you by using our logistics partners.
Return costs range from £75+VAT to £185+VAT, depending on your returned item's size, weight, and location.
Cancellations:
Depending on where the order is in the delivery process, it may be possible to cancel with no charge. If you cancel while your wine cooler is in active shipment, then you will be subject to a delivery fee back to our suppliers' depot of between £75+VAT to £185+VAT.
If you want to cancel, it is best to do so as soon as possible by emailing us at sales@vincooler.com or using the chat option on this page.
RETURNS FOR OTHER PRODUCTS
We request our customers to check the state of all items received upon arrival and report any defects or issues to us as soon as possible for a swift resolution.
Unwanted Returns:
You have the right to request to return any item within 14 days of purchase. The return delivery will be at your own cost. Please contact us if you wish to make a return, and we will provide you with return labels and instructions. We advise all returns are tracked, and with a signature required, we will not accept responsibility for items lost in transit.
Returns made after 14 days cannot be processed.
We will refund your return within 14 days of delivery.
Damaged Or Faulty Goods:
If your item is faulty or damaged in transit, we will require written and photographic evidence of the fault/damage. Please email us within 48 hours of delivery if a defect or damage has been seen.
If there is damage or a fault, we will arrange for collection or return as appropriate and replace or refund the item at our own cost.
Order Cancellations:
If your order is yet to be shipped, you can cancel your order with us for free. Please contact us immediately via email or chat if you wish to cancel.
Lost Or Stolen Packages:
Vincooler offers a tracked and signed-for delivery service for ultimate peace of mind.
If a parcel is lost during the delivery process, a lost package investigation will begin that can take up to 10 working days.
If the result of the investigation is that they have lost your package, then we will issue a full refund. If the result of the investigation is that delivery took place, a signature was obtained, but that your package was subsequently stolen or has gone missing after a signature was obtained, then VinCooler will not be liable.
Warranties:
If your item becomes defective after 30 days, you will need to contact the manufacturer for a replacement.
For all questions or concerns, please contact us:
Tel: 0203 746 4887
Email: hello@vincooler.com
Chat: click the chat icon on the bottom right of the screen