Returns & Refund Policy

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality.

These rights are in addition to your rights under this policy.

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.
• The item is faulty or does not meet acceptable quality standards.
• Item does not match the description.

This policy does not affect your rights under Australian Consumer Law.

Return & Exchange Instructions

• If you wish to return your item due to a change of mind, please refer to the "Change Your Mind" section below.
• If you wish to return your item, we will issue a refund or store credit within 5–10 business days.
• If you experience one of the issues mentioned above, please contact us so we can arrange an appropriate return, replacement or refund.

Partial Refund Policy for Damaged or Incomplete Returns

• A partial refund may be issued to reflect any reduction in value, including cases where items are returned damaged, used, or incomplete.
• This does not apply where the item is faulty or does not meet the consumer guarantees under Australian Consumer Law.
• To be eligible for a full refund, items must be returned in their original condition and packaging.

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 refund, replacement or repair as required under Australian Consumer Law.
• If you receive an item that is damaged, we recommend noting the damage upon delivery where possible. This does not affect your rights under Australian Consumer Law.
• Shipping costs will be covered by Wine Rack Store for all defective or incorrect items, where applicable.
• We will provide a remedy in accordance with Australian Consumer Law. Damaged shipments are evaluated with the carrier and handled on a case by case basis.

Damaged in Transit

Unfortunately, items may occasionally be damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, please take photos or video showing the damage, refuse to accept the delivery where possible, and contact us as soon as possible.

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 reasonably possible after receiving your delivery.

We will provide a remedy in accordance with Australian Consumer Law and work with you to find a suitable outcome.

Depending on the circumstances, we may:

• Suggest a self-repair (with an offer of compensation)
• Arrange a repair by a local tradesperson (with compensation)
• Offer a partial or full refund or store credit
• Replace the product (subject to availability)

If an item is delivered correctly as per your order, and you choose to refuse delivery or return the item, you will be responsible for the return shipping costs.

Change Your Mind

• If you decide to return your purchase due to a change of mind, you may do so within 30 days of receiving your order.
• Items must be returned unused, undamaged, and in their original packaging.
• Return shipping costs are the responsibility of the customer, including the cost of returning the item to our warehouse.
• A restocking fee of up to 30% may apply for change of mind returns.
• This policy does not apply to faulty or incorrect items and does not affect your rights under Australian Consumer Law.

Damaged Returns

• If you return an item that is not faulty but is damaged, used, or missing parts upon return, you may be charged a fee to cover the cost of the damage or missing items.
• This may include, but is not limited to, original packaging, product components, manuals, and any items included with your purchase.
• This does not apply to items that are faulty or do not meet the consumer guarantees under Australian Consumer Law.

Custom Orders

• Custom orders, including custom wine racks and wine rack sets, are non-refundable and cannot be returned due to change of mind.
• However, if the item is faulty, damaged, or incorrect, you are entitled to a remedy in accordance with Australian Consumer Law.
• If your custom order meets these conditions, please contact us as soon as reasonably possible after receiving your order.

3rd Party Purchase

• If you have purchased Wine Rack Store products through a third-party retailer (outside of the Wine Rack Store website), you will need to contact that retailer directly for any returns, refunds, or exchanges.
• This does not affect your rights under Australian Consumer Law.

Gift Cards

• Gift Cards may only be used for purchases on the Wine Rack Store website.
• If a purchase made using a Gift Card is for less than the card value, the remaining balance will be available for future use. If the purchase exceeds the Gift Card value, the remaining amount must be paid using another payment method.
• If an order purchased using a Gift Card is cancelled or returned, the portion paid using the Gift Card will be refunded as store credit.
• Gift Cards are valid for a minimum of 3 years from the date of purchase in accordance with Australian Consumer Law.
• Gift Cards are not transferable and cannot be redeemed for cash. Gift Cards should be treated like cash. You are responsible for the use and safety of your Gift Card.
• Lost or stolen Gift Cards will not be replaced or refunded.
• This does not affect your rights under Australian Consumer Law.

Have a Question?

Call Us (Toll Free): 1800 95 45 25

Email: sales@winerack-store.com.au