Our Guarantee
Confidence before and after your purchase
Our goal is simple: clear expectations before you order and practical help if something is not right after delivery.
Before you send anything back: Contact WineCellars.com for approval and return instructions. This policy applies to purchases made directly from WineCellars.com. Product-specific terms, custom-order agreements, manufacturer policies and applicable law may also apply. Looking for product coverage? Review our Warranty Information →
30-day return window
Most unused, unassembled products may be requested for return within 30 days after delivery.
Contact us first
We will confirm eligibility, explain the next steps and help you avoid unnecessary delays.
Clear resolution
Approved refunds, replacements or corrections are handled according to the product and reason for return.
Return eligibility
To help us process a return efficiently, the product and request must meet the applicable conditions below.
Items generally eligible
- A return is requested within 30 days after delivery.
- The item is unused, unassembled, uninstalled and unmodified.
- All parts, accessories, instructions and original packaging are included.
- The item is in resalable condition and packed safely for its return trip.
- WineCellars.com has issued return approval and provided instructions.
Items generally not eligible
- Custom-sized, made-to-order, personalized, stained or specially finished products.
- Items marked final sale, clearance or otherwise non-returnable.
- Products that have been assembled, installed, altered, misused or damaged after delivery.
- Returns sent without approval, without required components or in unsuitable packaging.
- Requests made after the applicable return period.
Made for your space
Custom wine racks, cellar components, doors, finishes and other made-to-order products are created for a specific project and are generally non-returnable once production begins.
If you need to cancel or change a custom order, contact us within three business days after placing it. After that period, work may already be underway and the order may be non-cancelable or subject to a cancellation charge of up to 25% to cover committed materials and production costs.
If a custom item arrives with a confirmed defect, shipping damage or an error attributable to us, we will work with you on an appropriate repair, replacement or correction.
Important details
The right resolution depends on the product, its condition and the reason for the request.
Return shipping and fees
Return shipping is normally the customer’s responsibility. Original delivery, expedited service, freight and other completed service charges are not refundable unless the return results from our error or a confirmed covered defect.
Some third-party, specialty or out-of-window returns may carry a manufacturer or restocking fee of up to 25%. Any applicable fee will be explained before the return is authorized.
Cooling systems and third-party products
Cooling equipment and other manufacturer-supplied products may have additional return conditions. Items generally must remain unused and uninstalled unless the request concerns a confirmed defect.
Contact WineCellars.com before opening, installing or arranging service if you believe the item is incorrect or damaged.
Damaged or incorrect deliveries
Inspect your delivery promptly. Keep the product, carton and packing materials, take clear photos of the item and packaging, and contact us as soon as possible.
Please do not install, alter, discard or return the item until our team provides instructions.
Shipping estimates
Delivery dates are good-faith estimates based on information from manufacturers and carriers; they are not guaranteed arrival dates. Carrier, weather, production and other delays can occur outside our control.
If your project has a firm deadline, contact us before ordering so we can help evaluate the best available option.
Refunds
After an approved return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method, generally within five business days of approval.
Your bank or card issuer may require additional time before the credit appears on your account.
Exchanges and replacements
When an exchange or replacement is the best solution, our team will explain the available option, any price difference and the shipping steps before proceeding.
Do not dispose of the original product or packaging unless we tell you to do so.
How to request a return
A few details up front help us give you the right instructions quickly.
- Gather your informationHave your order number, purchaser name, product name and the reason for your request ready.
- Contact WineCellars.comSend photos when the item is damaged, incorrect or has a quality concern. Wait for approval before shipping.
- Follow the return instructionsUse the provided destination and packaging guidance. Include all required parts and identifying information.
Let us help with the next step
Contact us before returning a product or making changes to a custom order. We will confirm the applicable terms and explain what is needed.
Support hours & address
Monday-Friday
9 a.m.-5 p.m. MST
WineCellars.com
190 Cutler Dr., Ste. D
North Salt Lake, UT 84054
