Refund policy

Effective Date: March 19, 2026

At Prime Wine Coolers, we want every customer to be fully satisfied with their purchase. Because we work directly with authorized U.S.-based manufacturers and distribution warehouses, all return and refund requests must follow the guidelines below. Please read this policy carefully before initiating a return.

Quick Reference Summary

1. Return Window

You may request a return within 30 days of the date of delivery. Requests made after 30 days will not be accepted.

Returns are accepted by mail only. You must contact us first to obtain a Return Merchandise Authorization (RMA) number and the correct return warehouse address before shipping any product back.

2. How to Request a Return (RMA Process)

To initiate a return, email us at support@primewinecoolers.com with the following information:

1. Your full name and order number
2. Reason for the return
3. Photos clearly showing the product is unused, uninstalled, and in its original packaging

Once your request is reviewed and approved, we will send you an RMA number and the correct return warehouse address with step-by-step shipping instructions. You must reference the RMA number on your return shipment.

3. Return Eligibility Conditions

To be eligible for a return, ALL of the following conditions must be met:

• Product is new, unused, and uninstalled
• Returned in original packaging, including all padding, foam inserts, manuals, accessories, and hardware
• Freight-sized items must be safely secured to their original pallet
• Product passes inspection at the manufacturer or distributor warehouse upon receipt

Returns that do not meet all of the above conditions may be rejected or subject to additional deductions.

4. Fees & Cost Deductions

The following fees and deductions apply to all approved returns:

• Restocking Fee: 25% of the original order value
• Return Shipping Cost: Customer is responsible for all return shipping costs
• Original Outbound Shipping: Non-refundable. If your order shipped with free shipping, the actual outbound shipping cost will be deducted from your refund

Example: If you paid $500 for an item that shipped for free (actual shipping cost: $75), and you return it, your refund would be: $500 − 25% restocking ($125) − $75 outbound shipping = $300 refund, subject to warehouse inspection passing.

5. Items Not Eligible for Return

The following items cannot be returned under any circumstances:

• Custom, made-to-order, or modified units
• Products that have been opened, used, installed, plugged in, or powered on
• Products damaged due to improper handling, installation errors, or misuse after delivery
• Clearance, open box, or closeout items (sold as-is)
• Items covered under an active manufacturer warranty claim

6. Refund Processing

• Refunds are initiated once the returned product arrives at the correct warehouse and passes inspection confirming the item is unused and in new condition.
• Refund processing time: within 7 business days after successful warehouse inspection.
• Refunds are issued to the original payment method only (credit card, PayPal, Shop Pay, etc.).
• Please allow an additional 3–7 business days for your bank or payment provider to post the refund to your account.

You will receive an email notification once your refund has been processed.

7. Order Cancellations

• Within 24 hours of placing your order: You may cancel for free by contacting us immediately at support@primewinecoolers.com or 925-922-9868.
• After 24 hours: A cancellation fee of up to 25% may apply, depending on warehouse processing progress.
• Custom or made-to-order products: Cannot be cancelled once production has begun.
• Refused Deliveries: Refusing a delivery for reasons unrelated to visible shipping damage is treated as an unauthorized return and will be subject to all applicable return fees (restocking fee + outbound and return shipping costs).

Your cancellation is not final until you receive written confirmation from Prime Wine Coolers via email.

8. Damaged or Defective Products

Shipping Damage — Inspect at Delivery (Required)

All products must be inspected at the time of delivery. Please follow these steps:

• Before signing: Inspect all sides of the packaging
• Note ANY damage — even minor — on the carrier's delivery receipt
• Take photos of all damage immediately
• If packaging is damaged: Write on the receipt — "Carton Damage — Subject to Inspection"
• If product is exposed or severely damaged: Refuse the delivery, write "Damaged — Refused" on the carrier's paperwork, and contact us immediately

Manufacturer Defects & Warranty

All products sold by Prime Wine Coolers are covered by the manufacturer's warranty. Warranty terms vary by brand and product.

• If you suspect a manufacturer defect, contact us at support@primewinecoolers.com
• We will assist you in initiating a warranty claim with the manufacturer
• Final approval, repair, or replacement decisions are made by the manufacturer
• Prime Wine Coolers assists with warranty claims but does not perform repairs or issue direct replacements

9. Contact Us

• Email: support@primewinecoolers.com
• Phone: 925-922-9868
• Hours: Monday–Friday, 9:00 AM–5:00 PM PST
• Address: 1110 24th St Apt 5, San Diego, CA 92102, United States