Refund policy

We want you to end up with the right unit. Wine refrigeration is a considered purchase, and if something is wrong we would rather sort it out than have you stuck with an appliance you don't want.

That said, these are heavy, freight-shipped appliances, and returns cost real money to move. Please read this page before ordering so there are no surprises.

Return Window

You have 30 days from the date of delivery to request a return. Requests made after 30 days cannot be accepted.

A return is not authorized until we confirm it in writing and issue you a Return Authorization (RA) number. Do not ship a unit back without an RA number. Units returned without authorization will be refused and no refund will be issued.

Condition Requirements

To be eligible for return, the unit must be:

  • Uninstalled and unused. Once a unit has been built into cabinetry, plumbed, hard-wired, or run through a cooling cycle, it cannot be returned.
  • In its original crate and packaging, including foam, corner protection, pallet, and all manuals, shelves, keys, and accessories.
  • Free of damage, marks, or modification.

Please keep the crate until you are certain you are keeping the unit. Manufacturers will not accept an uncrated return, and we cannot refund a unit they will not take back.

Return Costs

Approved returns are subject to the following deductions from your refund:

  • A restocking fee of up to 25% of the purchase price, set by the manufacturer of your unit.
  • Return freight, at actual cost.
  • The original outbound freight cost, at actual cost. Shipping is advertised as free because we absorb it on completed orders; on a return, that cost is not recoverable and is deducted from the refund.

Freight on a full-size wine cellar commonly runs several hundred dollars in each direction. If you are unsure whether a unit is right for your space, please contact us before ordering rather than after — we would much rather spend fifteen minutes on measurements than have you absorb a round trip.

Order Cancellations

Orders can be cancelled for a full refund up until the unit ships from the manufacturer, which is often within one business day of purchase. Contact us as soon as possible.

Once a unit is in transit, cancellation is treated as a return and the deductions above apply, including freight in both directions.

Refused and Undeliverable Shipments

Refusing a shipment does not cancel the order. A refused delivery, or one returned because the carrier could not reach you to schedule, is processed as a return and is subject to the full restocking fee and round-trip freight, plus any storage fees assessed by the carrier.

The one exception is visible freight damage. If a unit arrives damaged, you may refuse it, note the damage on the Bill of Lading and contact us the same day. That is a freight claim, not a return, and it costs you nothing. See our Shipping policy for how to document it.

Items That Cannot Be Returned

  • Units that have been installed, uncrated, powered on, or used
  • Special orders, custom configurations, and panel-ready units built to your specification
  • Clearance and final-sale items
  • Opened accessories, consumables, and replacement parts
  • Gift cards

Damaged, Defective, and Wrong Items

These are not returns and are not subject to restocking or freight charges.

  • Freight damage — must be noted on the Bill of Lading at delivery, or reported to us with photos within 48 hours if the damage was concealed by packaging. See our Shipping policy; the documentation requirements there are strict and we cannot recover a claim without them.
  • Defective on arrival or a manufacturing fault — handled under the manufacturer's warranty. See our Warranty page.
  • Wrong item shipped — entirely on us. Contact us and we will make it right at no cost to you.

Exchanges

We do not process direct exchanges. If you want a different unit, request a return on the one you have and place a new order. Contact us first, depending on the situation and the manufacturer, we can sometimes coordinate the two and reduce what you pay in freight.

How to Start a Return

  1. Email support@chilledwineworks.com or call 1-888-493-8889 with your order number and the reason for the return.
  2. We confirm eligibility with the manufacturer and send you an RA number, the return address, and a freight quote for the return leg.
  3. You approve the quote. We arrange carrier pickup — do not book your own freight unless we tell you to.
  4. Have the unit re-crated and palletized, ready for pickup on the scheduled date.

Refunds

Refunds are issued once the manufacturer receives the unit and inspects it, typically 7–14 business days after pickup. Once approved, the refund is returned to your original payment method within 10 business days, less the deductions described above. Your bank or card issuer may take additional time to post it.

If a unit arrives back at the manufacturer damaged, used, or incomplete, the refund may be reduced or declined. This is why the original crate matters.

Questions

Email support@chilledwineworks.com or call 1-888-493-8889. If you are weighing a purchase and want to talk through dimensions, ventilation clearance, or capacity before you commit, we are happy to do that — it is the cheapest step in this entire process.