WINE-ARK WEB SITE - WINE ARK PTY LTD, TRADING AS WINE-ARK.COM.AU & WINE-XCHANGE.COM

wine-ark.com offers a 7-day return policy on certain products (wine cabinets). Not all products are eligible for return and not all products that are eligible for return are to be returned to wine-ark.com.au. Carefully review our Returns Policy (below) before making your purchase. Shipping charges may apply and are not refundable.

If you still have questions after reading our Returns Policy, please do not hesitate to contact our Customer Service Staff at ark@wine-ark.com.au

Unless otherwise specified, the benefits conferred by warranties set out herein are additional to all other conditions, warranties, guarantees, rights and remedies expressed or implied by the Trade Practices Act.

Return Processing Time

A Replacement or Refund would normally be issued within 7 days of us receiving the returned goods, with the exception of goods that are not obviously faulty and may require testing.

Where a product (wine cabinet) is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases the testing process may result in delays in determining if a Refund will be issued.

The processing of “Damaged in Transit” claims is also subject to the terms & conditions of our nominated carriers insurance policies. Depending on the product, “Damaged in Transit” claims can be delayed by the procedures & investigations of the nominated carriers insurers.

Returns Procedure

Obtain a Return Authorisation Number

All goods to be returned, whether defective or not, will require a Return Authorisation Number before they can be returned. To obtain a Return Authorisation Number, please contact our staff by telephone on 1800 946 327 or by e-mail at ark@wine-ark.com.au

You will need to supply the following information, most of which will be on your Invoice before we can issue a Return Authorisation Number:

Your Name and Contact Details 
Our Invoice Number & Invoice Date 
Description of Product to be Returned 
The Reason for Return (see acceptable return categories below) 
Each Return Authorisation Number is only valid for one (1) product and must match the product authorised for return. Return Authorisation Numbers are only valid for 7 days so we must receive the returned product within this period otherwise the return may not be accepted.

The Return Authorisation Number should be clearly visible on the outside of the product-shipping carton and addressed to the address advised by wine-ark.com.au

Return the products

It is the customer’s responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted. For some purchases wine-ark.com.au will arrange for the product to be picked up for return to our supplier/s. (The method might vary depending on product). For all other returns the customer is responsible for costs associated with return of the product. wine-ark.com.au will not pay, nor reimburse any costs associated with a customer-organised shipment.

wine-ark.com.au recommends that products returned by post should be sent by registered or certified mail and insured to their full value. wine-ark.com.au accepts no responsibility for loss or damage occurring in transit on return to wine-ark.com or their supplier/s.

Receive the replacement product / refund

For products which are found to be “Dead on Arrival”, “Incorrectly Shipped” or “Damaged in Transit” a replacement will be forwarded to you once the return has been received, processed and approved. In situations where a replacement product is not available, a refund will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you.

For security reasons, all Refunds will be made either by Cash, Cheque, or by applying a Credit against the Credit Card used for the original purchase. The actual method of refund will be dependant upon the payment method used for the original purchase.

Acceptable Return Categories – Wine Cabinets

Faulty or Dead on Arrival

In the event that you receive a product that’s not in working order or develops a fault (except those due to willful damage, or customer misuse) within the first 7 days after delivery you should notify our Customer Service Staff immediately upon noticing the fault so we can process the return as a “Dead on Arrival Product”.

wine-ark.com.au will test all products returned as defective or damaged within 7 days of receipt. Some products may need to be returned to the supplier/s for testing. If it is determined that the product is in working condition, not defective or damaged, it will be returned to you and you will be invoiced for the processing and freight costs associated with the return.

wine-ark.com.au reserves the right to refuse any returns that:

– Are incomplete or missing parts 
– Are not returned in their original packaging 
– Show signs of physical damage to the product or its packaging 
– Does not include a valid Return Authorisation Number on the shipping label 
– Has an expired Return Authorisation Number 

wine-ark.com.au shall not accept any wine traded through the wine-ark.com.au WINE-XCHANGE trading floor for return as “Dead on Arrival”.

Damaged in Transit

In the event that you receive a product that appears to have been Damaged in Transit you should:

– Refuse to accept delivery of the product. 
– Direct the Courier to Return Goods to Sender. 
– Notify our Customer Service Staff immediately. 

If you have already accepted delivery, and then notice that the product appears to have been damaged during transit you should notify our Customer Service Staff immediately, so we can process the return as “Damaged in Transit”.

wine-ark.com.au shall not accept any wine traded through the wine-ark.com WINE-XCHANGE trading floor for return as “Damaged in Transit”.

Incorrectly Shipped

In the event that you receive a product that’s different to the one ordered you should notify our Customer Service Staff immediately upon receipt of the product, so we can process the return as “Incorrectly Shipped”.

wine-ark.com.au shall not accept any wine traded through the wine-ark.com WINE-XCHANGE trading floor for return as “Incorrectly Shipped”.

Return Policy Exclusions

Opened Product

Except for “Dead on Arrival”, “Damaged in Transit” or “Manufacturer’s Return Policy” product we will not accept any opened product for return unless the product is defective within the warranties imposed by statute and which cannot be excluded by agreement. Examples of conditions under which we would accept opened product are:

“Dead on Arrival” or “Damaged in Transit” product. 
Product which develops a fault (except those due to willful damage, or customer misuse) within the first 7 days after purchase. 
Could reasonably be considered to be of unmerchantable quality. 
Fails to perform to the manufacturer’s specifications. 
Fails to perform as advertised.

No Return Basis

The term “No Return Basis” means that unless the product is “Dead on Arrival”, “Incorrectly Shipped” or “Damaged in Transit”, the product will not be accepted for return unless it is defective within the warranties imposed by statute and which cannot be excluded by agreement.

Products sold on a “No Return Basis” include:

– Subscriptions & memberships 
– All wine traded through the wine-ark.com WINE-XCHANGE trading floor 
– Products with a “Special Reduced Price” label. 
– Products with a “No Return” label. 
– Products not listed within our standard range & are specifically ordered 
– Product listed on the Packing Slip or Invoice as “No Return”.

Examples of conditions under which we would accept “No Return Basis” product are:

– “Dead on Arrival” or “Damaged in Transit” product. 
– Product which develops a fault (except those due to willful damage, or customer misuse) within the first 7 days after purchase. 
– Could reasonably be considered to be of unmerchantable quality
– Fails to perform to the manufacturer’s specifications. 
– Fails to perform as advertised.

If it is found upon return that an item was not incorrectly shipped, a service fee will apply. This policy excludes any item that is not in the condition in which it was first shipped.

Covered by Manufacturer’s Warranty

With the exception of Ex-Demo, Ex-Rental, Soiled or Damaged products, all products unless noted otherwise, are sold with the supplier’s full Manufacturer’s Warranty. The warranty period and service level varies by manufacturer and product.

In the event that the product you have received develops a fault more than 7 days after purchase, then the manufacturer’s warranty would apply. All claims for Warranty Service outside the “Dead on Arrival” period should, in the first instance, be directed to the Manufacturer or their Authorised Service Centre.

The product will be Repaired/Replaced at the sole discretion of the Manufacturer. Should the Manufacturer determine that the fault is not covered by Warranty, then they will advise you of the quoted repair costs and ask if you wish to proceed with repair. If you decide not to proceed with the repair the Manufacturer may charge you an inspection fee.

For products where the Manufacturer has determined the fault is not covered by Warranty, they may require payment of the Manufacturer’s service charges and any costs associated with processing of the return prior to returning the product to you. If you have problems contacting the Manufacturer or their Authorised Service Centre then please contact our Customer Service Staff so we can assist you with your claim.

Non-Warranty Service and Repairs

All claims for Service outside the Manufacturer’s Warranty period should, in the first instance, be directed to the Manufacturer or their Authorised Service Centre. Wine-xchange.com will provide you their contact details if required. The product will be Repaired at the sole discretion of the Manufacturer. Once the Manufacturer has determined an estimated repair cost they will advise you of the quoted repair costs and ask if you wish to proceed with repair. If you decide not to proceed with the repair the Manufacturer may charge you an inspection fee.

They may require payment of the Manufacturer’s service charges and any costs associated with processing of the return prior to returning the product to you.

If you have problems contacting the Manufacturer or their Authorised Service Centre then please contact our Customer Service staff so we can assist you with your warranty claim.