Returns & Refund Policy

At Elite Wine Refrigeration, we try to make returns as easy as possible - we do ask that you check the dimensions and the specification of the product closely before purchasing to reduce the risk of having to return the item.

We are committed to working on an individual basis with our customers, to resolve any issues and provide the best possible service.  If you are not happy with your product, please contact us within 14 days of the delivery date to arrange a solution. 

Any unwanted items need to be unused and not installed or switched on, unfortunately we can not accept returns for bespoke items or items listed as 'special order'. 

All returns must include:

  • Product(s) returned in original condition.
  • Original and undamaged packaging.
  • All included accessories & materials.

A photo of the unit with packaging will be requested for any returns. The goods must be returned to our warehouse for inspection before we can arrange and process a refund.

If you install/use an unwanted item:

Unfortunately we cannot accept a return for items that have been used as we can no longer sell the product as 'new'.  This includes installing the unit into a niche, loading the bottles into the cabinet and switching it on. We will work with you to find a suitable solution but we will levy the costs of the goods (Upto 50% of the product value) from the refund and return shipping costs are chargeable.

Return shipping costs:

Return shipping costs are chargeable, we are happy to arrange this for you using our network of logistics partners and the due to the size and weight of some of the units we carry the costs can be quite high.  Return shipping costs will range from £75+VAT to £185+VAT - depending on the size and location of the collection.

If you want to send your goods back to us via your own logistics partner, that's absolutely fine but we would recommend sending via a 2 man delivery service as our units are somewhat fragile and don't handle normal postal/pallet networks well.

Exchanges:

If for any reason you wish to exchange the purchased item for another model, the item must also be unused and uninstalled. We would review your case individually before approving the exchange - please note collection charge of £100+VAT and restocking fee (upto 20%) will apply.

Cancellations:

If you cancel your order within 14 days of receiving the goods and want to return, that's absolutely fine - just send us an email or give us a call and we can arrange this.  Please note, collection charge of £100+VAT and restocking fee (upto 20%) will apply.

Once the goods have been dispatched from our warehouse, any cancellations before your delivery will incur a cancellation charge. If you cancel your delivery on the day of delivery due to access issues or you need to rearrange the delivery date, the delivery is still chargeable and is priced at between £75+VAT to £185+VAT - depending on the size and location of the collection.

Damaged products:

If your product arrives damaged, please contact us immediately.  We ask you endorse the delivery note accordingly or refuse delivery. Please report any damage to us within 48 hours so we can process the claim with our courier efficiently.

If you fail to report the damage to us within the 48 hour period, a successful claim is not guaranteed and we will always look for a suitable solution.

If your product arrives incomplete or missing some parts, we will always opt to send out the missing parts and a technician to fit them.

Faulty Products:

If your product develops a fault within the 30 day period, you are eligible to a full refund or replacement - we may opt to repair the unit as well if this is the quickest and most efficient way to resolve the situation.  Outside of the 30 day 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.

Bespoke/Special order Items:

Items that are manufactured to order, such as wine walls or are listed as special order, are non returnable as they have been ordered especially for the customer.

If the item arrives damaged, incomplete or if the order is incorrect due to Elite Wine Refrigeration or the manufacturers proven error then they may be returned if required.

With bespoke items such as wine walls, once production has started the order can no longer be cancelled.

Business to Business sales:

We allow 30 days for claims for defective goods to receive a full refund, after this period our terms will be to repair or replace the product only - this is at our own discretion and generally is the most financially acceptable option.

Goods that have been opened, marked/soiled, damaged or used will only be entitled to a partial refund  Goods deemed non-saleable will not be refunded and will only be returned at the Customer’s cost, we can arrange disposal but this will be at cost to the customer. The carriage cost of returns may be refunded in whole or in part to the Customer at Elite Wine Refrigeration's discretion.

For kerbside deliveries (goods stocked outside of the UK), the goods must be inspected at point of delivery and claims will not be accepted if damage is reported at a later date.  We accept no liability for damage found after the point of delivery, the goods become the customers responsibility once the delivery documents have been signed.  We strongly advise you inspect all goods before accepting the goods in.

For deliveries which include our two man delivery (units stocked in the UK) damage claims must be given in writing within 24 hours of delivery, after this point we can no longer accept claims for damage.  For claims made within the 24 hour period, we will offer a new unit or damage allowance dependent on the extent of the damage.

    Northern Ireland and Republic of Ireland special terms:

    If you request a return or refund and you are based in Ireland or Republic of Ireland, the terms above still apply.

    Since we offer the option of a kerbside delivery to keep delivery costs down, if you choose this option we will request that before we arrange collection that the unit is repackaged and fixed back to the pallet that it came onto allow for a quick exchange process.

    If the goods do arrive back at our warehouse and there are signs of damage, we will refuse delivery and a refund will not be granted - the goods will be returned to you at cost.

     

    For any other queries/concerns contact us on:

    Tel. 0333 577 6466

    Email: info@elitefridges.co.uk

     

    We do not accept any claims for damage caused by the customer, any claims made after the 48 hour period are not guaranteed.

    If the product is returned to us and arrives in a condition deemed non-saleable, we will refuse delivery.

    If the product is returned and it is found to have no fault, we will levy our costs and delivery costs before refunding.

     

    Visit our contact us page for any queries.