Return and Refund Policy

Return and Refund

Return Request: Must be submitted within 30 days of delivery. Request made after this period cannot be processed.

 

Cancellations Before Order Ships

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach us by email: support@coolerforwine.com any time. However, if the product has already been shipped, a return shipping fee and/or restocking fee will be deducted from the refund.

 

Restocking Fees and Cancellations

  • Orders that are cancelled or refused after shipment will incur a restocking fee, outlined below.
  • If incorrect shipping details are provided, leading to delivery failure, the shipment will be returned to the warehouse and a restocking fee will apply.
  • A minimum 15% up to 30% restocking fee will be charged for any eligible return.

 

Product Eligibility

  • Products must be unused, uninstalled, and in their original packaging, including the box and pallet, to qualify for a return.
  • If the original packaging is missing, the return will not be accepted.
  • Used or installed products are not eligible for return.

 

Products NOT Eligible for Returns or Exchanges

  • Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. These units are custom-made to your specification or created once you order. If it is not clear whether your order is custom or made to order, please contact us.
  • Any product that has been modified.
  • Any product that is not in resalable condition.
  • Any product not accompanied by an Order Number.
  • Any product that is not in the original box with original packaging materials. 

 

Damaged Products

In the rare event that your order arrives damaged, follow these simple steps to ensure a smooth resolution:

  • Visible Box Damage: If the box shows obvious damage upon delivery, take clear photos of the damaged box, refuse the package, and make sure the delivery driver notes the damage on the Bill of Lading or Freight Bill.
  • No Box Damage? Inspect the product immediately after receiving it. If the product itself is damaged, take photos and send them to us right away.
  • Contact Us: Email our team at support@coolerforwine.com with your Order Number, a description of the issue, photos and videos.
  • Our team will quickly arrange for a replacement unit to be sent.
  • If a replacement unit is sent, please be aware that removal of the old unit and installation costs are not covered.

Important: Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Damaged products must be returned to qualify for a refund or replacement.

 

Exchange Policy

In the event a customer request for an exchange, these general rules for exchanges applies:

  • Exchange Requests must be submitted within 30 days of delivery. Requests made after this period cannot be processed.
  • A restocking fee and shipping fee will apply. which vary by product, but are usually around 15%-30%. 
  • Only uninstalled, unused products in their original packaging, including the box and/or pallet, qualify for exchanges. Products that have been used or installed are not eligible.

 

How We Process Exchanges

  1. We arrange for the return of the product(s) for exchange.
  2. Once received, our warehouse team inspects the product to confirm it’s in new, resalable condition.
  3. A refund is issued to the customer, minus the applicable restocking fee.
  4. The customer can then place a new order for the desired exchange item.

 

Shipping and Guarantee

Customers are responsible for the cost of all return shipping charges or re-consignment fees, unless otherwise stated on the product page or by our support team. Please ensure that the item is returned in its original packaging. The original packaging helps protect the product during transit and ensures it arrives undamaged.

All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end, please see individual product pages for details. 

 

Chargebacks

At Coolerforwine we are committed to providing exceptional products and customer service. If you are not satisfied with your purchase, please contact us first to resolve any issues.

By making a purchase on our website, you agree to the following chargeback policy:

  1. Contact Before Dispute:
    Customers must contact us regarding any concerns or order issues prior to filing a chargeback. Most issues can be resolved quickly and fairly without involving your payment issuer.
  2. Authorized Transactions Only:
    If a charge was made fraudulently (e.g., stolen credit card), please report it immediately. We will work with the card issuer to assist in fraud prevention.
  3. Chargebacks for Non-Fraudulent Reasons:
    Filing a chargeback for reasons such as “buyer’s remorse,” “didn’t like the product,” or “changed mind” after delivery is considered misuse. These reasons are not valid grounds for a chargeback if the product was delivered as described.
  4. Proof of Delivery:
    We use tracked shipping and/or signature confirmation for high-value items to protect against delivery disputes.
  5. Fraudulent Chargebacks:
    Any customer that files a fraudulent chargeback will be held liable for theft. We reserve the right to: dispute invalid chargebacks, provide documentation to the issuing bank and ban customers who abuse the chargeback process.