Returns

Shipping Costs are nonrefundable for all products.

Custom Wine Cellar Return and Cancellation Policy

Custom wine cellars are manufactured per customer to their own specific requirements. As a result of the custom nature of the product, neither individual components nor completed product can be placed back into inventory and used for another customer. Therefore, custom wine cellars are not returnable for any reason. The order will go into production once we receive the required deposit and a copy of the signed Purchase Agreement. If the cellar needs to be modified after the agreement is signed, The Purchaser will be charged a redesign fee of $262.50 plus the cost of any materials that have been cut that cannot be utilized in the redesigned cellar. If The Purchaser would like to cancel the cellar before it is shipped, the Purchaser will be refunded the deposit amount less a design fee and less the cost of any material that has been manufactured/cut.   In the event that the amount of material that has been cut exceeds the deposit on hand, The Purchaser agrees to pay Your Wine Racks & Cooling the remainder due to cover the costs of said material. The Purchaser will have the option to have the finished material shipped to the address of their choice at their expense or simply request Your Wine Racks & Cooling to discard material at no additional charge to The Purchaser.

Residential  Wood Wine Rack Kits

Returns initiated by The Purchaser

1. The Purchaser must contact Your Wine Racks & Cooling to inform them of the error that was made. You have 90 days from the date your order ships to notify us of any product that was not delivered with your order.  After the 90 days you would be required to purchase any missing racks.
2. A replacement will be sent to the customer within 24 hours
3. The Purchaser will be given an RMA# which must be written on the outside of the shipping box
4. Call Tags will be sent to the Purchaser to return the item at no cost
5. Instructions will be included with the Call Tags on how to return the item. This is called “Activating the Call Tag.”
6. The customer has 6 business days to activate this call tag. If it is not activated by the 7th business day the customer will be charged the full amount of the product plus shipping.
7. Conversely, The Purchaser may request that the replacement not be sent until the incorrect unit arrives back at Your Wine Racks & Cooling. This will eliminate issue #6 above…ensuring no cost will be incurred by the customer.

Industry Leading Replacement Policy

Commercial Wood Display Racks

Returns initiated by The Purchaser

1. The Purchaser must contact Your Wine Racks & Cooling to inform them of the error that was made. Contact us at 1-800-643-0583 Monday through Friday, 8am-5pm EST.
2. A replacement will be sent to the customer within 24 hours.
3. The Purchaser will be given an RMA# which must be written on the outside of the shipping box.
4. Call Tags will be sent to the Purchaser to return the item at no cost.
5. Instructions will be included with the Call Tags on how to return the item. This is called “Activating the Call Tag.”
6. The customer has 6 business days to activate this call tag. If it is not activated by the 7th business day the customer will be charged the full amount of the product plus shipping.
7. Conversely, The Purchaser may request that the replacement not be sent until the incorrect unit arrives back at Your Wine Racks & Cooling. This will eliminate issue #6 above…ensuring no cost will be incurred by the customer.

Industry Leading Replacement Policy

Locker Cancellation Policy

Stained or Lacquered Locker Policy
Stained or lacquered wine lockers are a non-stocking item and are finished per customer to their own specific requirements. Therefore, Stained or lacquered wine lockers are not returnable for any reason. The order will go into production once we receive the required deposit and sign off, when required. If The Purchaser would like to cancel the lockers before it is shipped, the Purchaser will be refunded their deposit as long as the lockers have not already been stained or lacquered. In the event they have been stained or lacquered they cannot be canceled for any reason. The Purchaser agrees to pay Your Wine Racks & Cooling the remainder due to cover the costs of said material. The Purchaser will have the option to have the finished material shipped to the address of their choice at their expense or simply request Your Wine Racks & Cooling to discard material at no additional charge to The Purchaser.

Unstained or Lacquered Locker Policy Returns initiated by The Purchaser
If for any reason you are not satisfied with your Your Wine Racks & Cooling unstained locker product, call us or email us and see if we can promptly exchange the product for you to get what you need. For the first 45 days after receipt of purchase, locker items may be returned to Your Wine Racks & Cooling by the customer for any reason, as long as: 1) the items have not been assembled, 2) they arrive back at Your Wine Racks & Cooling in a “like-new” condition, and 3) they arrive back at Your Wine Racks & Cooling in the original packaging. Upon arrival the items will be inspected for damage. A refund will be issued to The Purchaser for the amount of the merchandise less the value of any damage that the item incurred while in the possession of the customer or carrier. This policy also includes instances where the purchaser inadvertently orders the wrong item in error and wishes to return it. Returns will still be accepted between the 45-90 day time frame, but in addition to any applicable damage assessment fees, inbound & outbound freight will be charged, as well as the entire order will be subjected to a 15% restocking fee.

Wine Cellar Flooring

Cellar Art “Flooring” includes Cork, Painted Tile, Mosaic, Vintage Wine Barrel, and Inlaid Hardwood.  All Cellar Art Flooring options, except for Cork, are manufactured per customer for their specific usage. As a result of the custom nature of these products, these items cannot be placed back into inventory to be used for another customer. Therefore, there is no return of Cellar Art Flooring (except for Cork) for any reason. Once the Purchase Agreement is signed your order will be placed into production. If your flooring needs to be modified after the agreement is signed you will be charged a redesign fee, an artist’s labor fee, if applicable, plus the cost of any materials that have been used in the production of the flooring. If you would like to cancel your order before it is shipped, you will only be refunded the amount after the design fee, labor fees, and any materials that have already been used for your flooring have been subtracted from your original payment. In the event that the amount of used materials and labor fees exceed the deposit on hand, the Purchaser agrees to pay Your Wine Racks & Cooling the remainder due to cover the costs of labor and said materials. Purchaser will have the option to have the finished materials they are being charged for shipped to the address of their choice at their expense or simply request Your Wine Racks & Cooling to discard material for no additional charge to Purchaser.

Cork Flooring orders can be returned or exchanged if the reason for the return was a processing error on Your Wine Racks & Cooling part, such as the wrong item was sent or the item was damaged or defective upon receipt. The client has 4 weeks from the date that the order is received to inspect the Cork for damages. At that time, the order can be exchanged for the same cork floor color and material as was on the original order and signoff, at no additional charge. If, after 4 weeks, you need to exchange the flooring due to a processing error on Your Wine Racks & Cooling part or the item was damaged or defective upon receipt, you may do so, however the order will be subject to shipping both ways.  If you choose to return the cork floor rather than exchange it, you may do so within 4 weeks of the order receipt, however the order will be subject to a 15% restocking fee.  The customer may contact Your Wine Racks & Cooling to initiate the return process. All refunds will be paid by Your Wine Racks & Cooling to the customer. Your Wine Racks & Cooling will refund customer in the amount of the total item price minus a 15% restocking fee. The customer must acquire a RMA (Return Merchandise Authorization) number from Your Wine Racks & Cooling in order for the product to be returned. If the product is being exchanged due to damage or incorrect product being sent in error by Your Wine Racks & Cooling, Your Wine Racks & Cooling will provide a call tag for return at no charge to the customer. The customer has 6 business days to activate this call tag. If it is not activated by the 7th business day the customer will be charged the full amount of the product plus shipping. If the customer is willing to wait for the replacement until the product is returned this rule does not apply and the customer will not be charged for shipping. Should customer inadvertently order an incorrect item, they will be responsible for the replacement cost plus shipping. Upon receipt of the return, Your Wine Racks & Cooling will refund the customer the cost of the incorrect items, minus the 15% restocking fee and any additional return shipping cost paid by Your Wine Racks & Cooling.

Wine Cellar Ladders

Ladders are custom manufactured per customer for their specific usage. As a result of the custom nature of the product, ladders cannot be placed back into inventory to be used for another customer. Therefore, there is no return of ladder orders for any reason. Once the Purchase Agreement is signed your order will be placed into production. If your order needs to be modified after the agreement is signed, and the ladder has already gone into production, but is not yet complete, then you will be charged 50% of the total of the ladder order, as well as all the costs for the revised ladder order. If the ladder order has been completed already, then you will owe the total ladder amount for the ladder that has already been made as well as the total of a new ladder.

If you would like to cancel your ladder order before it is shipped you will only be refunded the original payment if the ladder has not yet gone into production. In the event that the ladder production has already started, the order is at that time, only refundable up to 50%. In the event that the ladder order has already been complete at the time you cancel the order, then you will owe the total ladder order amount to Your Wine Racks & Cooling.  

Wine Pegs & Cable Wine Racks

Cancelling an Order, Reporting an Issue or Requesting a Return

Orders for stock items can be cancelled and refunded, provided the product has not yet shipped. Any made-to-order product that has already been put into production cannot be cancelled. Please refer to the individual product listings to determine the status of the product(s) you have ordered.

Once an order has shipped, it can no longer be cancelled.

Reporting Damage, Missing Items or Requesting a Return

Customers have 3 weeks from receipt of their shipment to report damage, missing items or request a return. Claims or requests for return after 3 weeks will not be accepted. We strongly encourage customers to inspect their order as immediately as possible after delivery.

When receiving a package, if the packaging is noticeably damaged please make a note of this with the courier company upon delivery. You can further inspect contents afterwards. Oftentimes, packaging may show signs of damage but the contents within will be intact. Please do not refuse delivery. 

Provided notice is given within 3 weeks of delivery, if a product is damaged or parts are missing, they will be repaired or replaced at no additional cost to the customer. Please note that custom orders that are received with damage will be replaced as soon as possible. Returns or order cancellations will not be accepted on the basis of receipt of damaged goods. 

Provided notice is given within 3 weeks of delivery, stock items can be returned and will be refunded minus a 15% restocking fee and shipping-related costs. Customers will also be responsible for covering return shipping costs.

All refunds will be issued to the same form of payment used to make the purchase.

Ultra Wall Rails – Ultra Fusion – Ultra Floating Racks