Refund policy

Return & Refund Policy

Prime Wine Coolers works directly with the manufacturers and distributors behind every brand we carry, and the terms below apply to all returns, exchanges, and cancellations placed through primewinecoolers.com. If you have questions about these terms or your order, contact us at the information below.

30-Day Returns

You may return most items within 30 days of the delivery date for a refund or replacement.

How to Start a Return

Email support@primewinecoolers.com with your order number and reason for return. We'll send you a Return Merchandise Authorization (RMA) with shipping instructions.
Please wait for the RMA before sending anything back. Do not ship your return to the address on the box it arrived in, as that may be a freight forwarder's or supplier's warehouse address, and packages sent there without an RMA can get lost or delayed at your expense.
Return requests are processed during business hours (Monday–Friday, 9:00 AM–5:00 PM PST). Requests submitted during evenings or weekends are handled the next business day.

Condition

For standard, discretionary returns, items must be returned unused, in new and resalable condition, in their original manufacturer packaging (unopened where applicable).

Cost

Discretionary Returns: For standard buyer's remorse returns (e.g., changed mind, ordered wrong size/color, does not fit space), you are responsible for return shipping, and a 25% restocking fee will be deducted from your final refund.

Defective, Damaged, or Incorrect Items: Standard return shipping charges and restocking fees do not apply if a return or replacement is required due to our error, transit damage, or a manufacturing defect reported within 30 days of delivery. Prime Wine Coolers covers all return freight costs for qualifying defective or damaged items.

Timeline

Once your return arrives at the warehouse, please allow 3–5 business days for inspection. If the return is approved, your refund will be issued to the original payment method within 7 business days after inspection. Your bank or payment provider may require additional time to post the refund, and processing may take longer during holidays.

Items returned without an RMA will be refused, and any resulting shipping costs are the customer's responsibility.

What Can't Be Returned

Modified, upgraded, or custom/made-to-order units
Products removed from their original manufacturer packaging (for discretionary / buyer's remorse returns; defective or damaged items reported within 30 days are exempt)
Personalized items
Clearance or closeout items, which are final sale
Warranty claims or issues reported after the 30-day return window has expired (issues occurring after 30 days are handled directly under the manufacturer's warranty coverage).

Cancellations

Before Shipment: You may cancel any standard order for a 100% full refund with zero fees anytime before the item has shipped or been dispatched to the carrier.
Custom or Made-to-Order Units: Custom or made-to-order products cannot be cancelled once production or manufacturing has commenced.
After Shipment / In Transit: Once an order has physically shipped or been handed off to a freight carrier, it cannot be stopped mid-transit as a standard cancellation. Once dispatched, the order is subject to our standard 30-Day Return Policy or Refused Delivery terms, including the 25% restocking fee and freight costs.
Confirmation & Timing: Cancellation requests are honored based on the timestamp the request is received prior to carrier dispatch. You will receive a written confirmation email or phone notification once your request has been processed.

Exchanges

We do not offer direct product exchanges. If you need a different product, you may return the original item subject to this policy and place a new order.

Refused Deliveries

Discretionary Refusals: If you refuse a delivery for a reason other than visible transit damage, it is treated as a standard return. Your refund will be reduced by the actual round-trip shipping costs incurred and the 25% restocking fee.

Damage-Related Refusals: If you are refusing delivery because of visible freight damage, follow the steps below — no restocking fees or shipping charges apply.

Damaged or Defective Products

Carton & Freight Damage

Inspect the shipment with the driver present whenever possible. If you see external damage:

Note it on the carrier's delivery paperwork before signing (e.g., "Carton damaged, subject to inspection").
Take clear photographs of the damaged packaging and product.
If the package or product is visibly and substantially damaged, you may refuse the shipment with the driver.

Reporting Damage or Defects

To help us file immediate freight carrier claims, please report visible transit damage to support@primewinecoolers.com within 48 hours of delivery, including photos or video showing the issue. All damaged or defective items remain fully covered under our 30-day merchant guarantee. Please keep all original boxes, packaging materials, manuals, and accessories until the claim is resolved.

Manufacturing Defects

Functional defects or technical issues discovered upon setup are fully covered under our 30-day merchant guarantee below.

Manufacturing Defects Within 30 Days

If a product does not function properly or you discover a manufacturing defect upon setup:

Contact support@primewinecoolers.com with your order number, a description of the defect, and photos/video demonstrating the issue.

Direct Merchant Responsibility: For qualifying defects reported within 30 days of delivery, Prime Wine Coolers handles the entire resolution process directly. You do not need to contact the third-party manufacturer first.

$0 Resolution Cost: Prime Wine Coolers will arrange a full replacement, repair, or full refund. We will issue a return label or arrange freight pickup at zero cost to you — no restocking fee or return shipping charge will apply.

Issues After 30 Days (Manufacturer Warranty)

For functional issues or defect claims occurring after the 30-day return window has expired, coverage is provided directly through the official manufacturer warranty. Prime Wine Coolers will happily assist you in providing purchase documentation, warranty registration details, or connecting you directly with the manufacturer's technical support team.

FAQ

Are your products covered by a warranty?

Yes. All products are covered by applicable manufacturer warranties. Within 30 days of delivery, Prime Wine Coolers directly handles any defect claims at zero cost to you. After 30 days, claims are fulfilled under the standard manufacturer warranty terms.

How will I know when my return has been processed?

We will send an email notification to the address on file as soon as your return is inspected and your refund is issued.

Can I return a personalized item?

No, custom or personalized items are final sale. However, if a custom order arrives damaged or defective, contact us immediately at 1-619-278-8414 and Prime Wine Coolers will replace or repair the item at no charge.

Contact Us

Email: support@primewinecoolers.com
Phone: 1-619-278-8414
Hours: Monday–Friday, 9:00 AM–5:00 PM PST
Address: 1110 24th St Apt 5, San Diego, CA 92102, United States (Mailing & Administrative Office Only)