Returns & Refunds Policy

Last Updated: 28 August 2026

At TuWine (tuwine.com), we want our customers to shop with confidence. Our range includes premium wine racks, glass holders, and wine storage solutions.

This policy explains how returns, cancellations and refunds are handled for purchases made through our website, in compliance with UK consumer law.

1. Statutory Right to Cancel (Cooling-off Period)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving the goods without giving any reason (for distance sales).

• The cancellation period ends 14 days after the day you (or a person you nominate) receive the goods.

• You must notify us of your decision to cancel within this 14-day period.

• You then have a further 14 days to return the goods to us.

This statutory right is in addition to our voluntary 14-day returns policy (see Section 2).

2. 14-Day Voluntary Returns

In addition to your statutory rights, we offer a 14-day return period for eligible wine storage purchases.

• You may request a return within 14 days of receiving your order.

• This applies to both change-of-mind returns and returns due to other non-fault reasons.

• Our 14-day return policy does not affect your statutory consumer rights.

3. Conditions for Return

To be eligible for a return (whether under statutory rights or our voluntary policy), the wine rack, glass holder, or cabinet must meet the following conditions:

• Unused and in the same condition as received.

• In its original packaging and in a resalable condition.

• Not assembled or installed — wine cabinets that have been assembled, installed, or had protective film removed cannot be returned unless faulty.

• All accessories, keys, and instructions must be complete.

Important for wine storage products: As items are often large and bulky, you must take reasonable care of the product while it is in your possession. You may inspect the item in a reasonable manner (as you would in a shop), but if the value has been reduced due to handling beyond what is necessary to inspect its condition (e.g., scratches on a wooden rack), the refund may be adjusted where permitted by law.

4. Return Costs

4.1 Returns for Faulty, Damaged or Incorrect Items

If the return is necessary because of an error on our part (incorrect item sent, faulty goods, or damage upon delivery), we will cover the full cost of return transportation and issue a full refund.

This includes:

• Incorrect item dispatched

• Faulty or defective wine rack or cabinet

• Damage sustained during transit (e.g., scratches, dents, breakage)

• Items not as described

4.2 Returns for Change of Mind (Non-Fault)

If you are returning a wine rack or cabinet for personal reasons (change of mind, doesn't fit your space, etc.):

• You are responsible for the return transportation costs.

• We will arrange collection and deduct the cost from your refund, or you may arrange your own return with a specialist courier.

• Wine cabinets that have been assembled cannot be returned for change of mind.

Important: Under UK law, for non-fault returns, the cost of returning the goods is normally borne by the consumer. We clearly communicate this cost structure to you.

5. Items Not Accepted for Return

The following items are not eligible for return or refund:

• Items returned after the 14-day cancellation period or the 14-day voluntary return period (where applicable)

• Assembled or installed wine cabinets (unless faulty)

• Items that have been used, damaged, or altered (beyond reasonable inspection)

• Items missing accessories, keys, or instructions

• Items specifically made to your specifications or clearly personalised (bespoke wine racks)

6. Return Process

To request a return or refund, please contact our customer service team:

• By Email: service@tuwine.com

• By Phone: +44 20 8916 3371

Please provide:

• Order number

• Customer name

• Product name

• Delivery address

• Reason for return

• Photographs (especially for damaged or faulty items)

Our team will review your request and respond within 1 to 2 business days.

If your return is approved, we will provide:

• A return address (or collection instructions for large items)

• Detailed packaging and handling instructions for safe return transportation

7. Large Item Returns (Wine Cabinets & Racks)

For larger wine cabinets or floor-standing racks:

• We will arrange collection rather than requiring you to post the item.

• You are responsible for ensuring the item is securely packaged and ready for collection.

• If the item is not accessible for collection (e.g., narrow staircases), additional charges may apply.

• Collection charges may apply for non-fault returns.

Please note: Large wine cabinets cannot be returned if they have been assembled or installed, unless faulty.

8. Refund Timeline

Once we receive the returned item (or complete the collection), we will inspect it to confirm it meets the return conditions.

• Refund processing time: We aim to process your refund within 3 business days of receiving the returned goods. In all cases, we will process your refund within 14 days as required by UK law.

• Refund method: Refunds will be made to the original payment method used for your purchase (VISA or Mastercard).

• Confirmation: You will receive an email confirmation once the refund has been processed.

9. Faulty or Damaged Items

If the wine rack, glass holder, or cabinet you receive is:

• Faulty or damaged

• Not as described

• Not fit for purpose

Please contact us within 48 hours of delivery, providing clear photographs of the issue.

We will assess the issue and provide an appropriate remedy in accordance with UK consumer law, which may include:

• Full refund

• Replacement

• Repair (where feasible)

• Price reduction

Important: Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. Goods must be as described, fit for purpose, and of satisfactory quality.

10. Order Cancellation (Before Dispatch)

If your order has not yet been processed and dispatched, you can request cancellation:

• Please contact us as soon as possible.

• If the order has not been packed or prepared for dispatch, we will cancel it and issue a full refund.

• Orders that have already been dispatched cannot be cancelled and must follow the returns process above.

11. Delivery Charges and Refunds

Our standard UK delivery is free of charge.

• As no standard delivery fee is charged, there is normally no delivery charge to deduct from or refund.

• If you paid for a premium delivery service (where applicable), the delivery charge may be refundable in accordance with UK consumer law.

12. Statutory Rights and Legal Compliance

Nothing in this Returns & Refunds Policy limits or excludes your statutory consumer rights.

In particular, this policy does not affect rights relating to:

• Faulty goods

• Goods that are not as described

• Goods that are not fit for purpose

• Statutory cancellation rights under the Consumer Contracts Regulations

UK law does not allow businesses to remove consumers' legal rights through a returns policy.

13. Contact Us

If you have any questions about returns, exchanges, or this policy, please contact our customer service team:

TuWine
66 Westow St, London SE19 3RW, United Kingdom

• Email: service@tuwine.com

• Phone: +44 20 8916 3371

• Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time)

14. Website Hosting Information

In accordance with legal requirements, we provide the following information about our website hosting provider:

• Hosting Provider Name: SHOPLINE HOLDINGS LIMITED

• Registered Address: 21/F, NAM WO HONG BUILDING, 148 WING LOK STREET, SHEUNG WAN, HONG KONG

• Contact Number: +852-81207281

• Email: support@shopline.com

15. Changes to This Returns Policy

TuWine reserves the right to update this Returns & Refunds Policy at any time. Any changes will be posted on this page and take effect immediately upon publication. We encourage you to review this page periodically for updates.

16. Governing Law

This Returns & Refunds Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes relating to its interpretation or execution shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Exchanges

We accept product exchanges within 14 days of delivery.

If you would like to exchange an item, please contact our customer service team within 14 days of receiving your order. The product must be unused, undamaged and returned in its original condition and packaging, where applicable.

Customers are responsible for contacting us before sending an item back. Please provide your order number and details of the item you wish to exchange.

Once we receive and inspect the returned product, we will arrange the exchange where the requested replacement is available. If the replacement item is unavailable, we may offer an alternative solution or refund in accordance with our Returns & Refunds Policy.

Any product that has been used, damaged after delivery, or returned without prior approval may not be eligible for exchange.