Return Policy

Quick Links

At Prime Wine Coolers, we’re dedicated to providing the best service and shopping experience in the wine cooler industry. We want you to feel completely confident in your purchase. If something isn’t right, we’ll work with you to make it right.

30-Day Return Policy

If you are not fully satisfied with your purchase, you may request a return or exchange within 30 days of the delivery date.

  • All returns must be authorized and accompanied by a Return Merchandise Authorization (RMA).
  • To request an RMA, email returns@primewinecoolers.com with:
    • Your full name
    • Order number
    • Reason for return
    • Photos or videos confirming that the product is in unused, perfect condition
  • Wait for our Escalation Team to provide return instructions before sending any item back.

Return Conditions:

  • Items must be new, unused, and in original packaging.
  • Returns are subject to a 25% restocking fee.
  • Shipping costs (both outbound and return) are non-refundable.
  • If your order included Free Shipping, the actual outbound shipping cost will be deducted from your refund.
  • Refunds are processed within 3–7 business days after inspection and are issued to the original payment method.

Note: Prime Wine Coolers does not accept returns due to buyer’s remorse once a product has shipped.

Exceptions

The following items are not eligible for return:

  • Custom, modified, or special-order units
  • Products that have been opened, used, or installed
  • Products eligible for service under the manufacturer’s warranty
  • Clearance, “open box,” or closeout items

Important: Do not send returns to the address on your package. This may be a freight forwarding address and can result in your item being lost or delayed.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible at support@primewinecoolers.com or call 1-925-922-9868.

  • Orders canceled within 24 hours of placement are free of charge.
  • After 24 hours, orders may incur up to a 25% restocking fee.
  • Custom or made-to-order products cannot be canceled once production begins.
  • Refusing delivery is considered an unauthorized cancellation and will result in applicable fees.

An order is not officially canceled until you receive written or email confirmation from Prime Wine Coolers.

Refunds

Refunds are issued once the return has been received, inspected, and approved by our warehouse team. Please allow 3–7 business days after inspection for the refund to appear on your account.

Refused Deliveries

If a delivery is refused for reasons not covered by our Damaged or Defective Product Policy, the original purchase price will be refunded minus:

  • Outbound and return shipping costs
  • A 25% restocking fee

Damaged or Defective Products

Inspect Your Delivery Immediately

Before signing the delivery receipt, please inspect all packaging and contents in the presence of the driver.

  • If there is visible damage:
    • Note “Carton Damaged — Subject to Inspection” on the delivery paperwork.
    • Take photos of the damage before signing.
    • Notify support@primewinecoolers.com within 48 hours of delivery.
  • If the product itself is visibly damaged and exposed:
    • Refuse delivery and write “Damaged and Refused” on the carrier’s paperwork.
    • Contact us immediately.

Damaged or Defective Units

  • Contact us within 48 hours of delivery.
  • Keep all original packaging, manuals, and accessories for inspection.
  • We will arrange for the carrier to inspect and collect the product for replacement or repair.
  • Failure to make the product available for pickup may result in the customer being responsible for return shipping.

Manufacturer Defects

Manufacturer defects are covered under the manufacturer’s warranty. Prime Wine Coolers will assist in initiating your warranty claim but is not responsible for direct replacement once warranty coverage begins.

FAQ

What should I do if my item arrives damaged?

Inspect your package immediately upon delivery. If you notice any damage, note it on the delivery receipt, take photos, and contact support@primewinecoolers.com within 48 hours.

How long does a return take?

Once received, returns are typically processed within 7–10 business days. Processing times may vary during holidays.

Are there fees when returning an item?

Yes. A 25% restocking fee applies to all returns unless the item arrived damaged or defective.

Can I return custom or personalized items?

No. Custom, modified, or special-order products are not eligible for return.

Are your products covered by a warranty?

Yes. Every product we sell includes a manufacturer’s warranty. Warranty terms vary by brand and product.

Contact Us

If you have any questions about our return process, contact us at:
📧 support@primewinecoolers.com
📞 1-925-922-9868