Customer Service

Our Goal

At Rosehill Wine Cellars, we are committed to providing a high level of service before, during, and after your purchase.

Our customer service specialists can assist with product questions, order updates, delivery concerns, warranty information, and return requests.

Contacting Customer Service

By Phone:  1 888 253 6807

By Email:  csr@rosehillwinecellars.com

Customers may also arrange an appointment at one of our locations where available.

Problems or Questions About Your Order

Please contact Rosehill Wine Cellars if you experience a problem with your order or product within the first thirty days following delivery.

Rosehill Wine Cellars must be given a reasonable opportunity to inspect, test, troubleshoot, or otherwise assess the issue before a repair, replacement, exchange, credit, or refund is approved.

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

After thirty days, warranty and technical support may be provided directly by the manufacturer or an authorized service provider. Rosehill Wine Cellars may assist with facilitating a warranty claim where appropriate.

Warranty

Most product warranties are provided directly by the manufacturer. Warranty coverage, duration, exclusions, registration requirements, and claim procedures vary by product and manufacturer.

Available warranty information is generally provided on the applicable product page, in the product documentation, or on the manufacturer’s website.

Customers are responsible for completing any required warranty registration card or online registration within the period specified by the manufacturer. Customers should retain their invoice, model number, serial number, and warranty documentation.

Warranty coverage generally does not include damage caused by improper installation, inadequate ventilation, unsuitable electrical service, unauthorized modification, misuse, improper storage, environmental conditions, failure to follow instructions, or unauthorized repair.

Manufacturer warranty procedures do not restrict any legal rights that cannot be excluded.

Delivery, Shipping, and Receiving Your Order

Shipping Origins and Multiple Shipments

Rosehill Wine Cellars serves customers through locations, suppliers, manufacturers, warehouses, and fulfilment partners in Canada and the United States.

Due to the range, size, availability, and origin of our products, Rosehill Wine Cellars reserves the right to select the shipping origin, carrier, and service appropriate for each product.

An order may be divided into multiple shipments. Products from the same order may ship from different locations, arrive on different dates, or be delivered by different carriers.

Delivery Services

The delivery service provided will be the service stated during checkout, on the quotation, or on the order confirmation.

Standard freight delivery may be limited to curbside delivery and may not include inside placement, unpacking, stair carries, installation, packaging removal, or disposal of an existing appliance unless expressly included in the order.

Customers are responsible for confirming that doors, hallways, elevators, stairs, loading areas, and the final installation location can accommodate the packaged and unpackaged product.

Additional carrier charges resulting from incorrect delivery information, missed appointments, limited access, rerouting, storage, redelivery, or undisclosed site conditions may be charged to the customer.

Receiving Your Order

Please inspect every shipment carefully before signing the carrier’s delivery receipt.

Confirm the number of boxes or pallets, the identity of the products, and the condition of the exterior packaging.

If the packaging appears damaged, punctured, crushed, wet, opened, rewrapped, or otherwise compromised, clearly describe the damage on the carrier’s delivery receipt before signing. Writing only “subject to inspection” may not provide enough information to support a freight claim.

For most shipments, customers should accept the product while clearly noting the visible damage. A shipment should only be refused when the damage is extensive or when Rosehill Wine Cellars has instructed the customer to refuse it.

Photograph all sides of the shipment, any damaged areas, the shipping label, and the completed delivery receipt.

Signing a delivery receipt without noting visible damage may affect our ability to recover from the carrier and may limit the available resolution where permitted by law.

Concealed Damage, Shortages, and Incorrect Products

Carefully unpack and inspect all merchandise immediately following delivery.

Shipping damage, concealed damage, shortages, or incorrect products should be reported to Rosehill Wine Cellars within twenty four hours of delivery.

Please retain all cartons, pallets, inserts, wrapping, labels, straps, and other packaging until the issue has been fully resolved. Do not install, operate, discard, return, repair, or modify a damaged product without authorization from Rosehill Wine Cellars.

Your report should include:

1. Your order number.
2. Photographs of the product and the reported damage.
3. Photographs of the interior and exterior packaging.
4. A photograph of the shipping label.
5. A copy or photograph of the delivery receipt.
6. The product model and serial number where applicable.

Rosehill Wine Cellars will assess the issue and may arrange troubleshooting, replacement parts, repair, replacement, exchange, a carrier inspection, a refund, or another appropriate remedy depending on the circumstances and applicable rights.

Reporting requirements do not eliminate any consumer rights that cannot legally be waived.

Returns and Conditions of Sale

Return Authorization Required

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

Return requests for eligible products 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. Be unopened or returned in its complete original manufacturer packaging.
3. Include all original components, accessories, manuals, hardware, labels, and protective materials.
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 conditions.

Rosehill Wine Cellars may deduct reasonable amounts for missing packaging, missing components, damage, cleaning, testing, 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. Any promotional shipping credit or discounted shipping amount may be deducted from the refund so that the customer is responsible for the actual original shipping cost.
4. The customer is responsible for using appropriate packaging, tracking, and shipping insurance.

Rosehill Wine Cellars is not responsible for products lost or damaged during customer arranged return transportation.

Products returned across the Canadian border should be clearly identified on the customs documentation as Canadian goods returning where applicable. The customer is responsible for following the return shipping instructions provided with the return authorization.

Restocking Fees

Approved customer preference returns may be subject to a restocking fee of up to twenty five percent of the product purchase price.

Wine coolers, wine cabinets, beverage centres, humidors, and wine cellar cooling units are generally subject to a restocking fee starting at twenty percent.

The applicable fee depends on the product, manufacturer requirements, condition, packaging, whether the carton was opened, missing materials, testing requirements, handling requirements, return freight costs, and resulting loss in value.

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

Restocking fees do not apply when prohibited by law or when the return results from a confirmed defect or verified shipping damage.

Made to Order, Custom, and Special Order Products

Products that are made, cut, finished, configured, modified, or ordered specifically for a customer are not refundable and cannot be exchanged.

These products include:

1. Premier Cru Racking.
2. Cooling Units
3. Liquid Systems products.
4. Made to order and custom wine racking.
5. Certain special order VintageView products.
6. Custom pouring systems, including vCanter systems.
7. Custom finishes, cut materials, and configured components.
8. Custom panels and modified products.
9. Special order appliances and cooling systems, except where Rosehill Wine Cellars approves a cancellation or return subject to the applicable conditions and fees.

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

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

Cooling Units and Cooling Systems 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 once Rosehill Wine Cellars has submitted the supplier order, 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.

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.

These fees do not apply when the cancellation or return results from a confirmed Rosehill Wine Cellars error, 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.

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

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

Store Pickup Orders

Pickup orders will normally be held for a maximum of three weeks after the customer has been notified that the order is ready.

If additional time is required, the customer must contact Rosehill Wine Cellars before the end of the three week period to request an extension.

Orders that are not collected within the applicable period may be moved to storage, returned to inventory where eligible, or treated as a customer requested cancellation subject to the cancellation, special order, shipping, and restocking provisions of this policy.

Made to order, custom, and special order products remain nonrefundable even if they are not collected.

Payment may be processed in full before pickup, or Rosehill Wine Cellars may require a deposit in advance, depending on the order.

For fraud prevention, the person collecting the order must present valid government issued photo identification. Rosehill Wine Cellars may also request the payment card used for the order or other information necessary to verify the purchaser.

If someone other than the purchaser will collect the order, written authorization may be required before the order is released.

Mandatory Consumer Rights

Nothing in these terms 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.