Refund policy

Returns & Refunds

This policy applies to consumer purchases made online from Wine Storage Solutions Limited (“we”, “us”), trading as Winess. It sets out your rights to cancel an order, and what to do if goods arrive faulty or damaged. It does not affect your statutory rights.

1. Your 14-day right to cancel (cooling-off period)

Under the Consumer Contracts Regulations 2013, if you are a consumer buying online you may cancel your order for any reason within 14 days, starting the day after you (or someone you nominate) receive the goods. Where an order is delivered in multiple parts, the period runs from the day you receive the last item.

To cancel, tell us in a clear statement before the 14 days end, by:

  • Email: info@winess.co.uk
  • Phone: +44 (0)1395 904829
  • Post: Wine Storage Solutions Limited, Propeller, 15 Victoria Road, Exmouth EX8 1DL, United Kingdom

You may use the wording: “I hereby give notice that I cancel my contract for the following goods [order number / description], ordered on [date], received on [date]. Name, address, date.”

After telling us you wish to cancel, you must return the goods within 14 days. You are responsible for the cost of return unless we state otherwise. Goods must be returned in a resalable condition; you may inspect them as you would in a shop, but if their value is reduced because they have been handled more than necessary, we may deduct an amount to reflect that loss.

We will refund the price of the goods, plus the standard outbound delivery charge (we are not required to refund any premium/express delivery you chose above our cheapest standard option), within 14 days of receiving the goods back, or of you providing proof that you have returned them — whichever is sooner. Refunds are made to your original payment method.

2. Exceptions — bespoke, made-to-order and custom items

The 14-day right to cancel does not apply to goods that are made to your specification or clearly personalised. This includes (but is not limited to) custom-colour (e.g. RAL) finishes, bespoke wine racking, made-to-order cabinets, and walk-in wine cellars configured or built to your requirements.

Because many of our products are manufactured or finished to order, please check before ordering whether your item is bespoke. This exception does not affect your rights if a bespoke item arrives faulty or not as described (see section 4).

3. Goods damaged in transit

Please inspect your delivery on arrival. If goods arrive damaged, note it with the carrier where possible and contact us within 48 hours of delivery at info@winess.co.uk with photographs. We will arrange a repair, replacement or refund at no cost to you.

4. Faulty or not-as-described goods (Consumer Rights Act 2015)

Goods must be of satisfactory quality, fit for purpose and as described. If they are not:

  • Within 30 days of receiving the goods, you have the right to reject them and receive a full refund.
  • After 30 days and up to 6 months, you are entitled to a repair or replacement; if that is unsuccessful, you may claim a refund (which may be reduced to reflect use).

For faulty goods we will cover reasonable return costs. Please contact us before returning a faulty item so we can arrange collection of larger products.

5. Large items & collection of returns

Wine cabinets, walk-in cellars and similar large items may require specialist collection. Where you are exercising your right to cancel under section 1, return carriage is your responsibility and is estimated at the actual cost of collection; we can arrange collection on your behalf and deduct the cost from your refund if you prefer. For faulty or damaged goods (sections 3 and 4), we arrange and pay for collection.

6. How to return an item

  1. Contact us at info@winess.co.uk or +44 (0)1395 904829 to start a return.
  2. Repackage the item securely, ideally in its original packaging, with all parts and accessories.
  3. Return to: Wine Storage Solutions Limited, Propeller, 15 Victoria Road, Exmouth EX8 1DL, United Kingdom, or await collection where we are arranging it.
  4. We recommend obtaining proof of postage; for valuable items, use an insured/tracked service.

7. Refunds

Approved refunds are issued to your original payment method within the timeframes above. We will notify you by email once your refund has been processed. Time taken for funds to appear depends on your bank or card provider.

8. Business (B2B) customers

The consumer cancellation rights in section 1 apply to consumers only. Orders placed by businesses (for example trade, restaurant or merchant customers) are governed by our Terms & Conditions of Sale and are not subject to the 14-day cooling-off period, although goods must still match their description and be of satisfactory quality.

9. Contact us

Wine Storage Solutions Limited (company no. 05398777, VAT no. 854362712), Propeller, 15 Victoria Road, Exmouth EX8 1DL, United Kingdom.
Email: info@winess.co.uk · Phone: +44 (0)1395 904829

This policy does not affect your statutory rights as a consumer.