Refund policy
Vinelora — Refund and Return Policy
Version 3.0 — In effect since September 2, 2026
Vinelora is operated by CAFFORA LIMITED. This policy applies to eligible wine storage products purchased through vinelora.shop, including wine racks, cellar systems, and wine wall displays.
14-day return window
You may request a return within 14 calendar days from the date your order is recorded as delivered.
To start a return, contact us within the 14-day period. Please do not send any product back before receiving return authorisation and return instructions from Vinelora.
This policy does not limit any mandatory statutory rights that may apply to you under the laws of your country or region.
How to start a return
- Email support@vinelora.shop with your order number and the item you wish to return.
- Tell us the reason for the return.
- If the item is damaged, defective, incorrect, or not as described, include clear photographs where reasonably possible.
- We will review your request and provide return authorisation and return instructions where the return is eligible.
Condition of change-of-mind returns
For change-of-mind returns, the product must be returned complete and in a condition suitable for inspection and resale.
- All parts, hardware, accessories, manuals, and components originally supplied must be included.
- The product must not show damage caused by misuse, neglect, improper installation, accidental damage, or unauthorised modification.
- Products must not be permanently altered, cut, drilled, painted, or otherwise modified in a way that prevents resale.
- Reasonable unpacking and inspection are permitted.
Original packaging is strongly recommended because wine storage products can be damaged during return transit. Where original packaging is unavailable, the product must be packed securely and appropriately for transportation.
Damaged, defective, incorrect, or not-as-described items
If your order arrives damaged or defective, contains an incorrect item, or materially differs from its product description, contact us as soon as reasonably possible.
We may request photographs of the product, packaging, shipping label, affected component, or other relevant details so that we can assess the issue and determine the appropriate resolution.
Return shipping fees
For authorised returns covered by this policy, Vinelora provides a prepaid return shipping label where applicable. The cost of an authorised prepaid return label is not deducted from the approved refund.
Please use only the return method and return address provided in our return instructions.
Restocking fees
Vinelora does not charge a restocking fee on authorised returns covered by this policy.
Return locations
Return destinations may vary depending on the original shipping destination, product, and fulfilment location.
Orders may be routed to an authorised returns facility in the United Kingdom or the United States. The correct return address will be provided after your return request has been approved.
Do not send an unannounced return to a fulfilment or business address. Always obtain return authorisation and follow the return instructions provided by Vinelora.
Refund timing
Once an authorised return is received and inspected, we normally process an approved refund within 5 business days.
Your bank, card issuer, payment provider, or financial institution may require additional time to make the refunded amount available in your account.
Refund method
Approved refunds are normally issued to the original payment method used for the purchase.
We do not require customers to accept store credit instead of an eligible monetary refund.
Exchanges
We do not normally process direct exchanges. If you would like a different product, size, configuration, or model, you may return the eligible original item and place a new order.
Order cancellation before shipment
You may request cancellation before an order has been committed to or handed to the carrier.
Contact us as soon as possible at support@vinelora.shop. If the shipment has already been dispatched, the order may need to follow the normal return process after delivery.
Non-returnable situations
A return may be refused where permitted by applicable law if:
- the return request is made outside the applicable return period;
- the product has been damaged through misuse, improper installation, neglect, or unauthorised modification;
- essential parts or components are missing;
- the product was made or substantially customised specifically for the customer and applicable law permits an exception to cancellation rights.
Any mandatory consumer rights applicable in your jurisdiction remain unaffected.
Issues reported after the return window
Product issues reported after the return period will be reviewed according to any applicable manufacturer warranty, product-specific warranty information, applicable consumer law, and any written warranty expressly provided with the product.
This return policy does not create an additional warranty beyond rights expressly provided by Vinelora, the manufacturer, or applicable law.
Contact
All return and refund requests should be started using the following contact details:
Vinelora
Operated by CAFFORA LIMITED
59 Castlecombe Drive
London, SW19 6RN
United Kingdom
Email: support@vinelora.shop
Phone: +44 20 8871 9771