Cancellation and Return Policy
Stock vs. Custom Items
IWA offers both Stock and Custom items for sale Stock items are "off-the-shelf" non-food merchandise, whereas custom items are specially designed, stained, personalized and/or fabricated for each order.
If you purchase a stock item from IWA, you may cancel your order for any reason and receive a full refund provided that your order has not been shipped.
Orders of custom items from IWA are final and cannot be cancelled once customization has begun. Examples of custom items include custom wine racks, KWC Wine Racks and all personalized items.
If you are not completely satisfied with your purchase, you may return it within 30 days for an exchange, refund or credit, except as follows:
- Items shipped via UPS/FedEx/USPS (except for nonrefundable items noted below): Merchandise must be returned in new condition and in original packaging. Unless the wrong item was shipped, shipping charges are not refundable. Customers may arrange for return shipping using their preferred shipping method, ideally with tracking and insurance to protect against shipping damage. As a courtesy, we are glad to arrange for return shipping and deduct the shipping cost from the final refund. Please note that outbound shipping charges will be assessed and deducted from returned orders that originally shipped with "free shipping."
- Wine Cabinets, coolers, cooling units, rack kits, furniture and WineKeeper: Same as above, except that returns are subject to a 25% restocking fee. Please note that sales of some items are final and cannot be returned.
- Custom, food, puzzles and gas items: Sales of custom items (including items that are stained, lacquered and/or personalized), food items, puzzles and opened gas products (eg Nitrogen and Argon cylinders) are final and cannot be returned.
- Gift Wrapping: When items purchased with gift wrapping are returned, the charge for gift wrapping is not refundable.
- "Sale" Items: Items on sale, designated with a retail price ending in $0.99, cannot be returned.
All returned merchandise must include a return authorization number issued by IWA. To initiate a cancellation or return, please call Customer Service at 800.527.4072. Once a return authorization number has been generated, returns should be shipped to the following address with the Return Authorization number clearly marked on the packaging:
IWA Wine Accessories
Attn: IWA Returns
1445 N. McDowell Blvd.
Petaluma, CA 94954