Refund Policy

Returns

WineSilo upholds a 30-day return policy.
Please reach out to returns@winesilo.com.au to initiate the return process.
You must include your order number as proof you ordered from our store, as well as the reason for the return.
Due to the size and weight of many of the products we offer, and the nature of our business model, WE CANNOT ACCEPT USED ITEMS. Therefore, in order for us to process your return the items must be unused and in the original packaging.
If they are not unused and in the original packaging, your return will be denied; and we suggest you put the used item(s) up for sale on a digital marketplace (e.g. eBay, Amazon, Gumtree, FB Marketplace, etc.)
Our suppliers charge 25% of the price as restocking fees if you change your mind about a purchase or order the wrong item and then want to exchange it for another, this is due to many additional personals that need to get involved and we do not have control over this charge. Please note if you have to return goods then please make sure that the returning goods are not damaged, they must be un-used, as-new and with all original packaging and instruction manuals intact.
These goods can be returned unused at your expense within 5 working days. You must arrange insurance with the carrier or post office to cover possible damage or loss in transit for the full value of the item. If any of the packaging, manuals or other components are missing then the cost of this will also be payable by you.
Once the items are received and inspected, we will issue a full refund or credit to original payment method you used when placing your order within 30 days.


Damages and issues

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos/videos to returns@winesilo.com.au and we will process an insurance claim with the manufacturer on your behalf.
During delivery inside and outside the house, it is your responsibility to be present at all times and guiding the movers. As we are not responsible for any damage that occurs during moving of the product inside and outside the house or of stolen item after you have accepted the delivery.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Cancellation & Refunds
All orders cancelled after 48 hours are subject to a $50 administration fee, whether or not your order has shipped. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges as discussed above in Returns section above. Refunds will only be issued to the original credit card that you used when placing your order.