Return Policy
Our return policy lasts for 30 days from time of purchase. There are no restocking fees assessed for returns or exchanges made within the specified return windows (some exceptions apply). The final day for returns is calculated based on when the product is delivered, not time of order.
Our Warranty/Guarantee
Vino Grotto guarantees the workmanship of our products and warrant that our products will be shipped to you free of manufacturer defects and shipping damage. Within the specified return and/or exchange period, we will refund or replace damaged pieces and/or products as per the terms of our policy.
Custom Wine Racks and Cellars
Vino Grotto custom wine racks and cellars are guaranteed for workmanship and material quality. These products and services are non-refundable and non-returnable. However within 30 days of purchase we will replace and/or fix any components or pieces that are damaged due to poor workmanship, material quality or shipping damage and other shipping errors.
Return Exceptions
The following items are not returnable: personalized items, stained wine cellars, customized wine racks, opened or items that are damaged or abused. We reserve the right to determine on a case-by-case basis which items are excepted.
Cancellations
If you wish to cancel an order for any reason, that contains a stained or custom wine rack, you must cancel within three (3) business days from the date you placed the order. If you cancel an order with stain or custom wine racks after this three (3) business day period, we may at our discretion charge up to a 25% cancellation fee to cover costs already used in preparing your customized rack(s).
Restocking Fee
Our standard return policy for 3rd-party products is 30 days from date of purchase. There are no restocking fees assessed for returns or exchanges made within the specified return windows (some exceptions apply). This fee will be applied against the refund amount and does not include shipping costs. A restocking fee may be applied on returns outside of the applicable return window. A restocking fees of up to 25% may be charged on certain purchases. These include but are not limited to: cooling units, and wine fridges. These fees apply unless the item is defective or damaged, you received the wrong item, or the fee is prohibited by law.
Shipping Estimates
We provide you with a shipping estimate of when your order will be delivered. A shipping estimate is exactly that, an ESTIMATE. We will not be held responsible in any way for shipments that arrive after the estimated ship date. We use UPS, FedEX, OnTrac & various freight companies for shipping. We make a good faith effort by providing the delivery dates offered by these companies. We will not be held responsible for shipping delays by any company or carrier.
Suggestion: Sometimes products arrive later than your estimated ship dates. If you need your products delivered on a specific date then please contact us for assistance first.
Eligibility
To be eligible for a return or exchange, you must be able to to ship the product back in a condition free of modifications, intentional misuse or abuse. We also cannot accept returns of products that were not constructed according to the manufacturer assembly guide.
Vino Grotto is focused on ensuring that every customer who deals with us leaves happy and satisfied. Vino Grotto, however also reserves the right to refuse any return. Vino Grotto also reserves the right to limit the number of items returned by any given customer as necessary.
Starting the Return Process
To start the return process, please have your receipt available for verification and call 800-584-0960.
All returns must be sent to the following address:
Vino Grotto190 Cutler Dr. Ste D.
North Salt Lake, UT 84054
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund request is approved, then your refund payment will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.
Late or missing refunds (if applicable)
Sometimes refunds can take extra time to be posted on your credit card or bank account. We make every attempt to post refunds as fast as possible and we want the return process to be as smooth as possible.
You will receive notification from us whenever we have posted a refund to you.
If you are missing a refund payment from us, please double check your receipt for the method of payment used. Double check that the statement you are using for verification is the one used for the original method of payment. If this is correct, please contact the financial institution affiliated with that method of payment and ask if they can confirm a pending refund payment.
If you’ve done all of this and you still have not received your refund yet (and the refund does not show as pending), do not hesitate to contact us at support@vinogrotto.com or via phone at 800-584-0960.
Sale items (if applicable)
You will be refunded the value you paid (including all applicable adjustments for gift certificates, coupons and/or promotions) for the product at the time of purchase.
Exchanges (if applicable)
Within the grace period, we will accept exchanges pending the requirements as listed above.
To start the exchange process, please have your receipt available for verification and call 800-584-0960
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
Shipping
To return your product, you should mail it to: Vino Grotto Returns, 1070 W 600 N Brigham City UT United States 84302.
You will be responsible for paying for your own shipping costs for returning your item(s). Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We offer no warranties or guarantees that we will receive your returned item.
Promotional Products / Free Gifts
From time to time Vino Grotto will offer items as gifts with customer orders. These items have no value and cannot be returned for store credit. Any gift cards or vouchers given as gifts have no value and cannot be returned for cash. Vino Grotto gift cards are void if any non-promotional-gift products are returned and the remaining order total is lower than the prerequisite required to get the gift card.
When returning any product, if the value of that product was prerequisite to receive a given free gift, you must also return the free gift as part of the return/refund process in order to receive the full value of your refund. Otherwise, the value of our cost to ship the free gift to you will be deducted from your total refund.