Customer Service Phone Hours: M: 9a - 4:30p / Tu-W-Th-F: 9a - 6p / Sat: 10a - 4p EDT

 

 

Return Policy

PLEASE CONTACT QUALITY WINE AND ALE SUPPLY BEFORE ATTEMPTING ANY RETURN OF DEFECTIVE OR DAMAGED MERCHANDISE.

Return Authorization Request:

Items should NOT be returned without prior approval from Quality Wine and Ale Supply. You may request a return authorization request by e-mail (preferred) with the following information: 

  1. Customer name and address 
  2. Date of purchase
  3. Order number
  4. Product part # or description
  5. Reason for return or exchange

Please read below for specific return policy conditions and how to handle damaged, lost or stolen deliveries.

Opened/Used and/or Non-Defective/Non-Damaged Merchandise:

("Buyer's Remorse" returns):

  1. If any item is returned and found to have been opened, used, and non-defective, a minimum 15% restock fee may be assessed.
  2. Items must be returned in original condition with manufacturer's box including all original packaged items. A re-box charge of up to 25% may apply if returned without original packaging.
  3. Credit for any shipping costs is at the sole discretion of Quality Wine and Ale Supply. 
     

Defective or Damaged Non-Glass Merchandise:

Please contact Quality Wine and Ale Supply BEFORE returning any type of merchandise.

  1. If a non-glass product is found to be defective within the first 30 days from the date of purchase, it may be serviced according to manufacturer's warranty, returned for a refund or immediate replacement.
  2. The customer may be responsible for shipping and handling charges incurred to return a defective item back to Quality Wine and Ale Supply for credit or exchange. Credit for any shipping costs is at the sole discretion of Quality Wine and Ale Supply.
  3. No restocking fee will be assessed for defective items. Quality Wine and Ale Supply will not accept items returned after 30 days from original purchase.
  4. A replacement will be shipped immediately if the customer chooses to be debited again and then reimbursed upon receipt of the defective item at Quality Wine and Ale Supply. If the customer chooses not to be debited a second time, a replacement will not be shipped until the defective item has been returned to Quality Wine and Ale Supply and inspected.
  5. Quality Wine and Ale Supply will pay all freight for replacement items sent to a customer.
  6. Any defective item returned missing original packaged items may be assessed a minimum 15% restocking fee.
  7. All returned defectives will be tested for working condition and Buyer's Remorse rules may apply. 

Defective or Damaged Glass Merchandise:

Please contact Quality Wine and Ale Supply BEFORE returning any type of merchandise.

  1. Quality Wine and Ale Supply retains sole discretion to replace, repair or credit glass items received damaged or defective by the customer.
  2. All glass items are inspected, packed and shipped in perfect, unbroken condition and it is the sole responsible of the customer to inspect all glass products BEFORE EACH USE for cracks or defects.
  3. Any shipping damage to glass items must be reported within 72 hours of receipt of order.
  4. Quality Wine and Ale Supply may require that the customer return the broken or defective glass item.
  5. The return freight charges and any other return related charges would be at the expense of the customer and may or may not be credited at the sole discretion of Quality Wine and Ale Supply.
  6. If it is determined by Quality Wine and Ale Supply that the product was abused or misused, credit or replacement may be denied.
  7. Re-stocking, repackaging and any and all related charges may apply and are at the sole discretion of Quality Wine and Ale Supply.
  8. Quality Wine and Ale Supply, it's employees and owners are not and will not be liable for any property damage, physical damage, mental damage, or any other damages resulting from the use or misuse of any of our glass products. The safe use and handling of all of our products, especially glass products, is the sole responsibility of the consumer. NEVER MOVE A FULL CARBOY!

Refused Shipments: 

  1. For any item shipped to a customer and refused, the customer will be credited the cost of the items less any and all shipping charges. Additional RETURN shipping charges may apply, depending on UPS, USPS or freight company policies.
  2. Items may be accessed a minimum 15% restocking charge.

Canceled Orders: 

  1.  Once an order is placed it may not be possible for Quality Wine and Ale Supply to stop the order from processing. Orders that have been paid for using an approved credit card and then canceled by the customer will result in a 10% fee for issuing the refund to the credit card. Orders placed for special items, custom items or unusual quantities and then canceled by the customer may result in an additional reduction of the refund amount dependent on inbound and outbound freight charges incurred by Quality Wine and Ale Supply, regardless of the original means of payment.

Delivery of Merchandise: 

  1. Once an order is placed with Quality Wine and Ale Supply or any of it's affiliates, any and all shipments may be delivered and left (released) by UPS, USPS or any designated freight company driver without any further authorization or notice from the ordering customer, the recipient of the order or Quality Wine and Ale Supply.
  2. Neither Quality Wine and Ale Supply, UPS, USPS or any designated freight company assume any liability for any merchandise, package or order once it is left (released) at the final delivery point. Unless specifically requested by the customer, packages may be left without a signature at the discretion of delivery personnel.
  3. Lost or Presumed Stolen Shipments:
    At the time of shipping, the order becomes the responsibility of UPS or the designated freight company; claims for lost, misdelivered or misdirected packages must be made by the customer to Quality Wine and Ale Supply within 30 days from expected delivery of merchandise. Quality Wine and Ale Supply will file a lost product claim and assist the customer, if required, in filing a claim with UPS or the designated freight company. Claim processing generally takes from 7-10 business days. Quality Wine and Ale Supply cannot ship replacement merchandise until any such claim with UPS or the designated freight company has been settled, unless the customer agrees to be charged again for replacement items and further agrees to be bound by any decision for reimbursement by UPS or the designated freight company. Additional shipping or freight charges are the responsibility of the customer unless allowed by UPS, the designated freight company or agreed to be paid for by Quality Wine and Ale Supply. Missing or presumed stolen orders of packages are considered a serious criminal matter. The customer should file a police report and contact their insurance company or agent for further action.
  4. Lost, Damaged or Stolen US Postal System Shipments:
    The typical claim time for merchandise lost by the US Postal System is ONE YEAR. For this reason we assume NO liability for claims for lost, stolen or damaged shipments delivered by the US Postal System (US Postal Service, USPS).
  5. A proof of delivery statement is available, on request, from Quality Wine and Ale Supply on all UPS and freight company shipments but not USPS deliveries.
  6. Please see above for further instructions for missing, shortages, damaged or presumed stolen merchandise or deliveries.

Credit for any shipping and handling costs is always at the sole discretion of Quality Wine and Ale Supply.