Returns & Refunds Policy 

Eligibility Criteria

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.

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 5 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 with 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 Décor 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 Décor 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 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 Décor items from a 3rd party (outside of the Wine Décor 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.

Call Us (Toll Free): 1800 95 45 25

You may also contact us through email: sales@winedecor.com.au