Return and Refund Policy

Last updated: July 27, 2026

Our Commitment

Rosehill Wine Cellars offers a diverse selection of wine storage products, including wine racks, custom wine cellar components, wine cooling systems, wine cabinets, beverage centres, humidors, glassware, decanters, barware, accessories, and made to order products.

Our team is available to assist before, during, and after your purchase. Product selection, dimensions, installation requirements, finishes, capacity, electrical requirements, ventilation requirements, and delivery access should be confirmed before placing an order.

Contact Information

Phone: 1 888 253 6807

Email: info@rosehillwinecellars.com

Return Authorization Required

All returns require advance written approval and a Return Merchandise Authorization from Rosehill Wine Cellars.

Return requests must be submitted within thirty days of delivery unless a different return period is stated on the product page, quotation, invoice, order confirmation, or sales agreement.

Products returned without authorization may be refused and returned to the customer at the customer’s expense.

Issuing a Return Merchandise Authorization does not guarantee that a refund will be approved. All returned products must be received and inspected before a final refund decision is made.

General Return Requirements

To qualify for return consideration, a product must:

1. Be unused, uninstalled, unassembled, and unaltered.
2. Include all original components, accessories, manuals, hardware, labels, and protective materials.
3. Be unopened or returned in its complete original manufacturer packaging.
4. Be free from damage, wear, odours, scratches, missing parts, installation marks, or other signs of use.
5. Be packaged appropriately for return transportation.
6. Be accompanied by proof of purchase.

Rosehill Wine Cellars reserves the right to refuse a return that does not meet these requirements.

Rosehill Wine Cellars may deduct reasonable amounts for missing packaging, missing components, damage, testing, cleaning, repackaging, freight, handling, or loss in value.

Return Shipping and Original Delivery Charges

Unless the return results from a verified Rosehill Wine Cellars error, confirmed shipping damage, or a confirmed defect covered by applicable law or warranty:

1. The customer is responsible for all return shipping costs.
2. Original delivery, freight, handling, brokerage, duties, installation, removal, and related service charges are not refundable.
3. The customer is responsible for arranging appropriate insurance and suitable packaging for the return.
4. Any customs, brokerage, border processing, or supplier return charges associated with the return may be deducted from the refund.

Rosehill Wine Cellars is not responsible for loss or damage occurring during customer arranged return transportation.

Wine Coolers, Wine Cabinets, Beverage Centres, Humidors, and Cooling Units

Approved customer preference returns of wine coolers, wine cabinets, beverage centres, humidors, and wine cellar cooling units may be subject to a restocking fee starting at twenty percent of the product purchase price.

The applicable restocking fee may be higher depending on the product, its condition, whether the packaging was opened, missing materials, testing requirements, handling requirements, return freight costs, and the resulting loss in value.

The applicable fee will be communicated as part of the return authorization process.

These products must be unopened or returned with all original packaging and protective materials. Products that have been installed, connected, operated, modified, improperly stored, or damaged may not qualify for return.

Cooling Units and Cooling Systems Specially Ordered for Canadian Customers

Certain cooling units and cooling systems sold to Canadian customers are not regularly stocked in Canada. These products may be ordered from a manufacturer, supplier, warehouse, or fulfilment location outside Canada and brought across the border specifically to fulfil the customer’s order.

These products are considered special order products once Rosehill Wine Cellars has submitted the order to its supplier, committed funds, arranged transportation, or otherwise begun the procurement process.

If a Canadian customer requests cancellation after procurement has begun, or if Rosehill Wine Cellars approves the return of such a product, Rosehill Wine Cellars reserves the right to charge or deduct a restocking fee of up to twenty five percent of the product purchase price.

The applicable fee may reflect supplier cancellation charges, supplier restocking charges, inbound or return freight, border processing, customs brokerage, duties, handling, inspection, testing, repackaging, administrative costs, and any resulting loss in value.

Original delivery charges, return shipping charges, customs expenses, brokerage charges, duties, and other nonrecoverable costs may also be nonrefundable or deducted from the refund where permitted by law.

Approval from Rosehill Wine Cellars is required before any cooling unit or cooling system may be returned. The product must be unopened, uninstalled, unused, and in its complete original manufacturer packaging unless Rosehill Wine Cellars agrees otherwise in writing.

A return may be refused if the supplier or manufacturer does not accept the product, if the product has been installed or operated, if the original packaging is missing or damaged, or if the product was specially configured or modified for the customer.

This restocking fee does not apply when the cancellation or return results from verified shipping damage, a confirmed defect covered by applicable law or warranty, or another circumstance in which a refund without a restocking fee is required by law.

Made to Order, Custom, and Special Order Products

Premier Cru Racking and other products that are made, cut, finished, configured, modified, or ordered specifically for a customer are not refundable and cannot be exchanged.

This includes custom wine racking, made to order racking, custom finishes, cut materials, configured components, special order appliances, custom panels, and other products identified as custom, special order, or made to order.

Once materials have been ordered or production, cutting, finishing, fabrication, assembly, or supplier procurement has begun, the order cannot be cancelled or refunded except where Rosehill Wine Cellars agrees otherwise in writing or where required by law.

The provisions applying to cooling units and cooling systems specially ordered for Canadian customers apply when Rosehill Wine Cellars agrees to cancel or accept the return of those products.

These restrictions do not limit remedies available for a verified manufacturing defect, an incorrect product supplied by Rosehill Wine Cellars, or any other right that cannot legally be excluded.

Customers are responsible for reviewing and approving all drawings, dimensions, finishes, bottle capacities, specifications, and site requirements before production or procurement begins.

Final Sale Products

The following products are not returnable unless defective, damaged in transit, incorrectly supplied, or otherwise required by law:

1. Clearance products identified as final sale.
2. Showroom and floor models identified as final sale.
3. Open box products identified as final sale.
4. Gift cards and electronic gift cards.
5. Installed, assembled, altered, cut, or modified products.
6. Products without complete original packaging.
7. Discontinued products identified as final sale.
8. Products damaged through misuse, improper handling, improper storage, or improper installation.
9. Products identified as nonreturnable on the product page, quotation, invoice, order confirmation, or sales agreement.

Any product specific return restriction shown on a product page, quotation, invoice, order confirmation, or sales agreement forms part of this policy.

Glassware, Decanters, and Accessories

Glassware, decanters, and accessories must be unused and returned in their complete original packaging.

Breakage, shortages, or incorrect products must be reported within twenty four hours of delivery and supported by photographs of the item, interior packaging, exterior packaging, and shipping label.

Damaged, Defective, or Incorrect Products

Customers must allow Rosehill Wine Cellars a reasonable opportunity to inspect, test, troubleshoot, or otherwise assess a reported issue before a refund, replacement, repair, credit, or other remedy is approved.

Customers may be asked to provide photographs, videos, serial numbers, error codes, installation details, proof of purchase, packaging photographs, and other information reasonably required to assess the claim.

A product should not be installed or operated if visible damage is present. Installation or continued use after damage is discovered may affect the available resolution where the installation or use causes additional damage.

Depending on the circumstances and applicable rights, Rosehill Wine Cellars may arrange troubleshooting, replacement parts, repair, replacement, exchange, store credit, or a refund.

A customer may not dispose of, return, repair, or modify a product without authorization if reimbursement is being requested.

Damage caused by improper installation, inadequate ventilation, unsuitable electrical service, failure to follow instructions, misuse, environmental conditions, unauthorized repairs, or modifications is not considered a manufacturing defect.

Manufacturer Warranties

Many products are covered by a manufacturer’s warranty. After the initial thirty day support period, customers may be referred to the manufacturer or an authorized service provider for technical assistance and warranty service.

Rosehill Wine Cellars may assist in facilitating a warranty claim where appropriate.

Manufacturer warranty procedures do not limit any legal rights that apply to the purchase.

Order Cancellations

Stock product cancellations may be requested before the order enters processing or ships. A cancellation is not confirmed until Rosehill Wine Cellars provides written confirmation.

Orders cannot normally be cancelled after shipment. A customer may instead request a return, subject to this policy.

Custom, made to order, modified, and special order products cannot normally be cancelled after materials have been committed or production or procurement has begun.

Cooling units and cooling systems ordered from outside Canada specifically for a Canadian customer may be subject to a restocking fee of up to twenty five percent if cancellation is requested after Rosehill Wine Cellars has placed the supplier order, committed funds, arranged transportation, or begun the procurement process.

Rosehill Wine Cellars may also deduct nonrecoverable supplier charges, freight, brokerage, duties, border processing costs, and other expenses incurred in fulfilling or cancelling the order where permitted by law.

Rosehill Wine Cellars may cancel an order due to inventory errors, pricing errors, payment issues, suspected fraud, export restrictions, supplier discontinuation, or an inability to fulfil the order.

If Rosehill Wine Cellars cancels an order, amounts paid for the cancelled products will be refunded as required by applicable law.

Refund Processing

Approved refunds are issued after the returned product has been received, inspected, and accepted.

Applicable restocking fees, return freight, missing parts, damage, supplier charges, customs expenses, and other authorized deductions will be deducted from the refund.

Refunds are issued to the original payment method unless another method is agreed upon or required by law.

Financial institutions may require additional time to post a refund after it has been processed by Rosehill Wine Cellars.

Refunds are processed in the currency charged at the time of purchase. Rosehill Wine Cellars is not responsible for differences caused by exchange rates, bank fees, or credit card conversion fees.

Mandatory Consumer Rights

Nothing in this policy excludes, restricts, or replaces any warranty, remedy, cancellation right, refund right, or consumer protection that cannot legally be excluded under the laws applicable to the customer’s purchase.