We want you to be completely satisfied with your purchase. If you are not satisfied with your wine rack or accessory, simply return it within 30 days for an exchange, refund, or credit.
All returns and exchanges must be in their original condition and include all components. You will receive a credit for your purchase only if it meets the criteria below.
30-Day Return Period
If you would like a full refund of the item price (freight excluded), the item must be returned within thirty days from the date the merchandise was received. Please contact us for instructions.
We will not charge you any restocking fee, we charge you only the actual shipping cost for outbound and returns.
On personalized, customized and special orders, orders of parts, we do not accept returns or exchanges unless the product arrived damaged or was customized incorrectly. We must be informed within 5 days of receipt that the item is damaged or defective.
Damaged, Defective or Incorrect Items
If you return a damaged, defective or incorrect item (including personalized items not made correctly) you will receive a credit or an exchange. Items received damaged should be refused or appropriately noted as damaged prior to signing for them. Failure to do so limits the ability to file a claim with the carrier and may result in the customer being responsible. Shipping cost will be paid for by The Wine Rack Shop within 30 days for all defective or incorrect items. Damaged shipments are evaluated with the carrier and handled on a case-by-case basis.
After 30 days
If you decide to return your purchase after 30 days, you are responsible for all shipping and handling costs and a 20% restocking fee. Damaged items after 30 days cannot be returned. If you would like to arrange an exchange for a different item, please contact us.
Shipping & Handling Fees
Shipping & Handling fees will only be refunded or paid for by The Wine Rack Shop within 30 days if the item is defective, damaged, or an incorrect item was shipped.
Missing Item or Damaged Product Fee
If you decide to return a fully functioning item and upon examination of the return, The Wine Rack Shop determines the purchase has missing items or has been damaged, The Wine Rack Shop will charge a fee to cover the expense. A fee will be charged for any returned product missing the original box, packaging material, contents, accessories and/or manuals (i.e., any product not in "like new" condition).
If your product was purchased at any 3rd party retailer and not directly from BTO Australia (also known as The Wine Rack Shop), we CAN NOT accept your return. You MUST contact the retail store that you bought the item from. Please understand that when the order is placed with them and not directly with us we will not be able to look up your order and hence we will not able to replace, exchange or return the item.