Returns & Refund Policy

Returns & Refund Policy

At Wine Rack Store we aim to keep you satisfied with your purchase experience. Although we aim to provide top quality products we acknowledge that mistakes can be made throughout the production or delivery process. So if you are experiencing an issue with your order, please read our Returns & Exchange policy to see if you are eligible for a refund or exchange.  

Eligibility Criteria

In order to be eligible for a refund for a Wine Rack Store product your order must fall under one or more of the following criteria:

  • The item you received was badly damaged or broken upon delivery.
  • The item you received was not the correct item as per your order.
  • You never received your order or it was lost in delivery. 
  • You are not satisfied with the quality of the item.
  • Item does not match the description.  

Return & Exchange Instructions

  • If you experienced one of the issues mentioned above please get in contact with us so we can arrange an appropriate means to return or replace your item.

  • We will not charge you any restocking fee before 30 Days, we charge you only the actual shipping cost for outbound and returns.

  1. No Restocking Fee Within 30 Days:

    • Customers are not subjected to any restocking fees for returns initiated within the first 30 days. This ensures that customers can shop with confidence, knowing that they won't incur additional charges if they need to return an item within this timeframe.

  2. Actual Shipping Costs:

    • Customers are responsible for covering the actual shipping costs for both outbound and return shipments. This policy ensures transparency and fairness by passing on the direct expenses associated with shipping to the customer.

  3. Fairness and Transparency:

    • By refraining from charging restocking fees and only passing on actual shipping costs, your policy reflects a commitment to fairness and transparency in your dealings with customers. This can enhance customer trust and satisfaction, as customers appreciate clear and equitable policies.

  4. Consideration of Customer Experience:

    • Implementing customer-friendly policies, such as waiving restocking fees and charging only actual shipping costs, contributes to a positive customer experience. Customers are more likely to feel valued and respected, which can lead to increased loyalty and repeat business.
  • If you wish to return your item we will issue a refund or store credit within 30 working days once we have received the item and inspected it. You may be required to pay a postage fee depending on your location. 

  • If you wish to exchange your item for a different one, get in contact us and we will email you return instructions and issue you store credit.  

Defective, Damaged, or Incorrect Items

  • If you return a damaged, defective or incorrect item (including customised items and orders not made correctly to your specifications) you will receive a credit or an exchange. In the event that you receive an item which is damage it is important to refuse or appropriately note it as damaged prior to signing for them. Failing to do this limits the ability to file a claim with the carrier and may result in the you being responsible for the damage. Shipping costs will be paid for by Wine Rack Store within 30 days for all defective or incorrect items. Damaged shipments are evaluated with the carrier and handled on a case by case basis.

Damaged in transit

  • Unfortunately items are occasionally damaged in transit.

  • If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

  • If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

  • The type of remedy we offer will depend upon the circumstances and is up to our sole discretion. However we will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to: 

    • Suggest a self repair (with an offer of compensation to you)

    • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)

    • Offer a partial or full store credit voucher or refund

    • Replace the product (subject to availability).

Change your mind

  • If you decide to return your purchase after 30 days, you are responsible for all shipping and handling costs and a 30% restocking fee. Damaged items cannot be returned after 30 days. For information on what our Warranties include, please see the Warranties page at the bottom of our website. If you would like to arrange an exchange for a different Wine Rack Store item, please contact us.

Damaged Returns

  • If you return a functioning item which is damaged or missing items upon return, you will be charged a fee to cover the expense of the damaged or missing items. This includes but is not limited to the original packaging and material, the purchased item, manuals and anything else that was delivered as part of the purchase.

Custom Orders

Custom orders including our custom wine racks and wine rack sets are not eligible for refund unless:

  • the item was damaged upon arrival; or 

  • incorrect as per your custom order

Where a custom order satisfied the above conditions you must inform us within 7 days of the issue.

3rd Party Purchase

  • Where you have purchased Wine Rack Store items from a 3rd party (outside of the Wine Rack Store website) you will not be able to return it directly to us. Please contact the 3rd party provider for more details and your refund and return options.

Gift Cards

  • Once redeemed, Gift Cards may only be used for purchases at the Wine Rack Store website. If a purchase made using a Gift Card is for less than the amount of the Gift Card, the remaining balance will appear on the recipient's account for future use. If a purchase made using a Gift Card is for more than the amount of the Gift Card, the purchaser will be required to pay the excess using another payment method.

  • If an order made using a Gift Card is cancelled or returned, the portion of the purchase attributable to the Gift Card will be refunded as a store credit only, this is not redeemable for cash.

  • Wine Rack Store Gift Cards which are purchased on 1 January 2021 expire 1 year after the date of their purchase. Expiry dates cannot be modified. Any balance that remains after the expiry date will not be available for use.

  • Wine Rack Store Gift Cards are not transferrable and cannot be returned or exchanged wholly or partly for cash. Gift cards should be treated as cash. You are responsible for the use and safety of your Gift Card. Wine Rack Store is not responsible for any loss or damage resulting from lost or stolen gift cards or gift cards used without permission.

  • Lost or stolen Gift Cards will not be replaced or refunded. 

Have a Question?

To get in touch you may give us a call on:

Call Us (Toll Free): 1800 95 45 25

You may also contact us through Email: office@winerack-store.com.au

Contact us