Wine Cooler Refund, Returns and Cancellation Policy
We ask that you take care when ordering your wine fridge that the size and dimensions will fit the space you’ve allotted for your wine cooler.
We also ask that you inspect the wine cooler on delivery and check the outside casing, inside of the wine cooler and door before the delivery men leave the premises and contact us immediately if you’re unhappy with the condition of the wine cooler.
If you’ve requested an item and it does not fit your allocated space or there is some unexpected difference in the product please contact us within 14 days or purchase to arrange a solution, do not turn on or use the wine cooler during this time and we will arrange for a return. If this item is a bespoke item where a modification has been requested, we can not accept returns for any other reason than the wine fridge being faulty.
All unwanted returns must include:
Product(s) returned in original condition.
All Included Accessories & Materials.
We can not accept a return as unwanted without fault if the item is used. We will work with you to find a suitable solution but we will levy the costs of the goods (up to 50% of the product value) from the refund and return shipping costs are chargeable.
DAMAGED OR FAULTY WINE COOLER
We ask that you check your wine cooler on delivery and if you notice any damage report this as soon as possible, preferably while the delivery team are still on the premises.
If you miss the damage on delivery then report any damage to us within 48 hours so we can process the claim with the courier directly.
If you fail to report the damage to us within the 48 hour period, a successful claim is not guaranteed but we will always look for a suitable solution.
If your product arrives incomplete or missing some parts, we will opt to send out the missing parts and a technician to fit them.
Should your wine cooler develop a fault within the first 30 days, you are eligible to a full refund or replacement or free repair depending on what the situation warrants, this decision will be taken by WillowOak.
Outside of the standard 30 day returns period the manufacturer has the option to repair or replace the item, in line with the Consumer Rights Act and Sale of Goods Act. It is up to them as to which option they choose and we will support the customer through the process.
All our wine fridges come with a minimum two years warranty.
RETURN SHIPPING COSTS
If you wish to return your wine cooler, due to the size and weight of these items, return shipping costs will be charged. We can arrange the shipping for you using our logistics partners but because of the size and weight of many of our wine coolers this cost can be high. Return shipping costs will range from £75+VAT to £185+VAT – this is dependent on the size and location of the collection.
If you want to send your goods back to us using your own courier that’s fine and we recommend using a 2 man shipping service due to the fragile nature of wine coolers. Please contact us before doing this so we can arrange the wine cooler is shipped to the right address.
Depending on where the order is in the delivery process it may be possible to cancel with no charge except a 3% admin fee. If you cancel while your wine cooler is in active shipment then you will also be subject to a delivery fee back to our suppliers depot of between £75+VAT to £185+VAT.
If you want to cancel it is best to do so as soon as possible by email – firstname.lastname@example.org or use the chat option on this page.
Wine Glasses, Coravin, Games, Corkscrews, Decanters and Wine Gift Returns
We request our customers to check over the state of all items on arrival and report any defects or issues to us as soon as possible for swift resolution.
You have the right to request to return any item within 14 days of purchase. The return delivery will be at your own cost. Please contact us if you wish to make a return and we will provide you with a return labels and instructions. We advise all returns are tracked and with a signature required, we will not accept responsibility for items lost in transit.
Returns made after 14 days cannot be processed.
We will refund your return within 14 days of delivery.
DAMAGED OR FAULTY GOODS
If your item is faulty or has been damaged in transit we will require written and photographic evidence of the fault/damage. Please email us within 48 hours of delivery if there is a fault or damage has been seen.
If there is damage or a fault we will send a courier to collect the item and replace or refund at our own cost.
If your order is yet to be shipped you can cancel your order and be refunded the full item price excluding a 3% admin fee. If you wish to cancel please contact us immediately via email or chat.
WillowOak offers a tracked and signed for delivery service with UPS for ultimate peace of mind.
If a parcel is lost during the delivery process with UPS then a lost package investigation will begin with UPS that can take up to 10 working days.
If the result of the UPS investigation is that they have lost your package then a full refund will be issued. If the result of the UPS investigation is that delivery took place, a signature was obtained but that your package was subsequently stolen or has gone missing after a signature was obtained, then WillowOak will not be liable in the event that the package went missing or was stolen after a signature was obtained.
If your item becomes defective after 30 days you will need to contact the manufacturer for a replacement.
For all questions or concerns please contact us
Tel. 0333 090 6253