Returns & Refund Policy

At Wine Rack Store we aim to keep you satisfied with your purchase experience. Although we aim to provide top quality products we acknowledge that mistakes can be made throughout the production or delivery process. So if you are experiencing an issue with your order, please read our Returns & Exchange policy to see if you are eligible for a refund or exchange.

Your Rights Under New Zealand Law

As a New Zealand customer, your rights are protected under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. These rights apply in addition to our store policy below. If a product is faulty, not fit for purpose, or does not match its description, you are entitled to a remedy regardless of our store policy timeframes.

Eligibility Criteria

In order to be eligible for a refund for a Wine Rack Store product your order must fall under one or more of the following criteria:

  • The item you received was badly damaged or broken upon delivery.
  • The item you received was not the correct item as per your order.
  • You never received your order or it was lost in delivery.
  • You are not satisfied with the quality of the item.
  • Item does not match the description.

Change-of-Mind Return Timeframe

If you change your mind about a purchase, return requests must be made within 30 days of delivery. Returns requested within this period will not incur a restocking fee, however you are responsible for all shipping costs. Returns requested after 30 days will be subject to a 30% restocking fee and all shipping and handling costs. We are unable to accept change-of-mind returns after 60 days of delivery.

Item Condition Requirements

To qualify for a full refund, returned items must meet the following conditions:

  • The item must be unused and in its original condition.
  • The item must be returned in its original packaging.
  • All accessories, manuals, and included components must be included.
  • Items that do not meet these conditions may be subject to a partial refund (see "Partial Refund Policy" below).

How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact us by emailing sales@winerack-store.com.au with your order number and reason for return.
  2. Wait for your Return Authorisation (RA) number — we will review your request and issue an RA number within 2 business days.
  3. Pack your item securely in its original packaging, including all accessories and manuals, and clearly write your RA number on the outside of the parcel.
  4. Ship the item to the address provided in our return instructions email. We recommend using a trackable shipping method.
  5. Receive your refund or store credit within 30 working days of us receiving and inspecting the item.

Please do not send items back without an RA number, as they may not be accepted.

Refund Method

Once your return has been received and inspected, your refund will be processed within 30 working days. Refunds are issued back to the original payment method used at the time of purchase. If the original payment method is unavailable, a store credit will be issued instead. Please allow an additional 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom or personalised orders (unless damaged or incorrect — see "Custom Orders" below).
  • Items that have been opened, used, or assembled.
  • Sale or clearance items marked as final sale.
  • Gift Cards.
  • Items purchased through a 3rd party (outside of the Wine Rack Store website).

Delivery Costs for Returns & Refunds

If you wish to return an item and request a refund, you (the customer) are responsible for covering all delivery costs associated with the return. This includes both the cost of returning the item to us and any outbound shipping costs. Wine Rack Store will not reimburse return delivery costs unless the item is defective, damaged, or incorrect (see "Defective, Damaged, or Incorrect Items" below).

International Returns

For customers returning items from outside Australia and New Zealand, Wine Rack Store will cover all customs duties and import/export costs associated with the return. You do not need to worry about additional charges at the border — we will take care of these costs on your behalf. Please contact us before sending your return so we can provide you with the correct instructions to ensure a smooth international return process.

Return & Exchange Instructions

  • Return & Exchange Instructions
  • Returns are accepted within 30 days of delivery.
  • Items must be unused and in original packaging.
  • Customers are responsible for return shipping costs unless the item is defective or incorrect.
  • To initiate a return, please contact us at sales@winerack-store.com.au.
  • If your item is defective, damaged, or incorrect, please contact us and we will arrange a replacement or refund.
  • We do not charge any restocking fees.
  • Refunds are processed within 5–10 business days after the returned item is received and inspected.
  • If you wish to exchange your item, please contact us and we will provide return instructions and issue store credit.

Partial Refund Policy for Damaged or Incomplete Returns

If the returned item is damaged or does not retain its original appearance and packaging, a partial refund of 70% of the original purchase price will be issued.

We kindly ask customers to ensure that returned items are in their original condition to qualify for a full refund.

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 damaged 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 you being responsible for the damage. Shipping costs will be paid for by Wine Rack Store 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 Rack Store 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

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 satisfies the above conditions you must inform us within 7 days of the issue.

3rd Party Purchase

  • Where you have purchased Wine Rack Store items from a 3rd party (outside of the Wine Rack Store 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.

Gift Cards

  • Once redeemed, Gift Cards may only be used for purchases at the Wine Rack Store website. If a purchase made using a Gift Card is for less than the amount of the Gift Card, the remaining balance will appear on the recipient's account for future use. If a purchase made using a Gift Card is for more than the amount of the Gift Card, the purchaser will be required to pay the excess using another payment method.
  • If an order made using a Gift Card is cancelled or returned, the portion of the purchase attributable to the Gift Card will be refunded as a store credit only, this is not redeemable for cash.
  • Wine Rack Store Gift Cards expire 1 year after the date of their purchase. Expiry dates cannot be modified. Any balance that remains after the expiry date will not be available for use.
  • Wine Rack Store Gift Cards are not transferrable and cannot be returned or exchanged wholly or partly for cash. Gift cards should be treated as cash. You are responsible for the use and safety of your Gift Card. Wine Rack Store is not responsible for any loss or damage resulting from lost or stolen gift cards or gift cards used without permission.
  • Lost or stolen Gift Cards will not be replaced or refunded.

Have a Question?

You may contact us through Email: sales@winerack-store.com.au