We sell professional equipment that ships directly from the manufacturer, so our terms follow how manufacturers handle returns. Here is exactly what to expect: no surprises. Questions? Call 1 (888) 885-1670 (Monday to Friday, 9AM to 9PM EST) or email support@winecellarauthority.com.
At a glance
| Situation | What happens | Cost to you |
|---|---|---|
| Cancel within 24 hours of ordering (any item) | Order cancelled, card not charged | $0 |
| Cancel after 24 hours, before it ships | Order cancelled, refund issued | 3% (card-processing fees) |
| Return within 30 days of delivery, unopened | Refund or store credit | 25% restocking fee; you ship it back after we issue an RMA |
| Exchange for another model | New model ships after the return is received | 25% restocking fee; you ship it back after we issue an RMA |
| Arrived damaged | Free replacement, we arrange pickup | $0 |
| Wrong item sent | We send the right item, we arrange pickup | $0 |
| Defect after installation | Manufacturer warranty: we help you file the claim | Per warranty |
| Custom or made-to-order item, after 24 hours | In production: cannot be cancelled or returned | Final sale |
Cancellations
- Within 24 hours of placing your order: cancel free of charge: this includes custom and made-to-order items. Call 1 (888) 885-1670 or email support@winecellarauthority.com. We do not charge your card during the first 24 hours; a pending authorization may show on your statement and is released by your bank.
- After 24 hours and before your order ships: we can still cancel a standard order. A 3% fee applies. This is not a penalty: it is the card-processing fee the payment processor keeps when a charged payment is refunded, and it does not return it to us.
- Custom and made-to-order items (built to your specifications, special-order configurations, and products the manufacturer builds after the order is placed) go into production when the 24-hour window ends. From then on they cannot be cancelled or returned. Product pages mark these items "Made to order".
- After your order ships: the return terms below apply.
- A cancellation is complete when you receive our confirmation by email.
Returns (30 days from delivery)
You may return an item within 30 days of the delivery date if it is:
- unopened, in the original factory-sealed packaging;
- unused and not installed;
- complete with all parts, accessories and documentation.
How it works
- Contact us first. Do not ship anything back until we send you a Return Merchandise Authorization (RMA) number with the return instructions.
- Then ship the item at your own cost, insured, to the address in the instructions.
- We refund the purchase price minus a 25% restocking fee, which covers the manufacturer's restocking and inspection charges. Original shipping charges are not refundable.
- You choose a refund to your original payment method or store credit.
- Refunds are issued after the manufacturer receives and inspects the item, usually within 15 business days.
Exchanges
Want a different model after delivery? Return the unopened item as above (RMA first, 25% restocking fee, return shipping paid by you) and place an order for the new model: we can set it up for you by phone.
Damaged on arrival
Most of our equipment ships by freight. Please:
- Inspect the packaging with the driver present.
- Note any damage on the delivery receipt before you sign, for example "Carton damaged, subject to inspection", and take photos.
- If the product itself is badly damaged, you may refuse the delivery and note "Damaged, refused".
- Contact us within 48 hours of delivery with your order number and photos.
We arrange the pickup at our cost and send you a replacement: no restocking fee, no shipping charges. Keep the item available for pickup in the original packaging.
Wrong item
If we sent the wrong item, we arrange the pickup and send the correct one at no cost to you.
Defects after installation
Products are covered by the manufacturer's warranty. Warranty repairs and replacements are authorized and handled by the manufacturer; we help you open the claim and stay in touch until it is resolved. Warranty terms are on each product page.
Items that cannot be returned
- Custom, made-to-order, modified or special-order items after the 24-hour window.
- Items that have been opened, installed or used.
- Items damaged by improper installation, misuse or missing parts.
How to start a return
- Call 1 (888) 885-1670 or email support@winecellarauthority.com with your order number and the reason.
- We request a Return Merchandise Authorization (RMA) from the manufacturer the same day and send you the RMA number, the return address and the packing instructions.
- Ship only after you receive the RMA, and only to the address in the instructions, not to the address on the original shipping label. Items shipped without an RMA or to another address may be refused or lost.
Refused deliveries
Refusing an undamaged delivery is handled as a return: the 25% restocking fee applies and the return freight is your responsibility; original shipping is not refunded.
Billing questions
If something about a charge looks wrong, contact us first at 1 (888) 885-1670 or support@winecellarauthority.com: we resolve most questions the same business day.
FAQ
Can I cancel my order?
Yes. Within 24 hours of ordering it is free for every item. After 24 hours and before shipping, a 3% card-processing fee applies to standard orders; custom and made-to-order items are in production by then and cannot be cancelled.
How long do I have to return an item?
30 days from the delivery date, unopened and not installed.
How do I send an item back?
Contact us first. We send you an RMA number and instructions; ship only after you receive them.
Is there a restocking fee?
Yes, 25% on returns and exchanges of unopened items. There is no fee on damaged, defective or wrong items.
Who pays return shipping?
You do, except when the item arrived damaged or we sent the wrong item.
My unit arrived damaged. Will I get a refund?
We replace it at no cost to you and arrange the pickup. Report it within 48 hours with photos.
Can I get store credit instead of a refund?
Yes.
How long does a refund take?
Usually up to 15 business days after the manufacturer receives and inspects the return.