Refund & Return Policy

REFUNDS & RETURNS

Every Maison Vinum cellar is built to order. Nothing is held in warehouse stock: when you place an order, it enters production for you. Returns are therefore accepted under the conditions set out below.

The window

You have 30 days from delivery to request a return. Requests made after that period cannot be accepted.

Before you send anything back

Every return must be authorised in writing by our team before it is shipped. Write to contact@maisonvinum.com with your order number and the reason for the return, and we will issue a return authorisation and arrange collection. Cabinets sent back without that authorisation are refused at the depot and returned to the sender at the sender's expense.

Condition of the cabinet

To be eligible, the cellar must be unused, unpowered, and in the original condition in which it was delivered. It must be returned in its original crate and packaging — please keep them until you are certain you are keeping the cabinet, as we cannot accept a return without them.

A cellar that has been built into cabinetry, installed, powered on, loaded with bottles, modified or damaged after delivery is no longer eligible for return. The same applies to any cabinet whose hinge side was changed at your request after production began.

Cost of returning a cabinet

These cabinets weigh between 30 and 200 kg and travel by specialist carrier. Where the return is not our fault, the cost of collection and return transport is yours, and a restocking fee of 20% of the price paid applies, to cover inspection, repackaging and the loss in value of a cabinet that can no longer be sold as new. Both amounts are deducted from the refund, and we will confirm them to you in writing before collection is booked.

Where the cellar arrives damaged, defective or is not the model you ordered, we bear every cost: collection, transport, and replacement or refund in full. No restocking fee applies.

Damage in transit

Inspect the crate and the cabinet before signing for the delivery. Any visible damage must be reported to us within 48 hours of delivery, with photographs, and noted on the carrier's delivery document where possible. Damage reported after 48 hours cannot be claimed against the carrier and cannot be covered.

Refunds

Once the cellar is back with us and has been inspected, we confirm the outcome in writing. Approved refunds are issued to the original payment method within 10 business days of that inspection. Your bank may take a few days more to show the credit.

Refused or missed deliveries

Delivery is booked with you by appointment. If a delivery is refused without cause, or if nobody is present on an agreed appointment and the cabinet is returned to the depot, the outbound and return transport costs and the restocking fee are payable by you.

If you are in the United Kingdom or the European Union

Nothing above limits your statutory rights. You may cancel your order within 14 days of delivery without giving a reason, and we will refund the price of the cabinet within 14 days of receiving it back. Where you cancel under this right, the return transport cost is yours, the cabinet must be returned complete and in its original packaging, and we may reduce the refund to reflect any loss in value caused by handling beyond what is needed to examine it.

Questions

Write to contact@maisonvinum.com with your order number. We answer within one business day, Monday to Friday.