Return and Refund Policy

Last updated: 8 August 2026

This Return and Refund Policy explains the conditions applicable to withdrawals, returns, exchanges and refunds for products purchased through VinoRacking.com.

VinoRacking.com is operated by and products purchased through this website are sold by:

Maitre de cave SAS
Centre MBE 026 Nice
2B Avenue Durante
06000 Nice
France

Email: info@vinoracking.com

Maitre de cave SAS respects the consumer rights provided by European Union law and the mandatory consumer protection rules applicable in the consumer’s country of residence. Nothing in this Return and Refund Policy is intended to restrict or exclude any statutory consumer rights.

Summary of our Return and Refund Policy

• EU consumers generally have a legal right to withdraw from an online purchase within 14 days without giving a reason.
• The 14-day withdrawal period normally begins when the customer, or a person designated by the customer other than the carrier, takes physical possession of the goods.
• After notifying us of the withdrawal, the customer normally has a further 14 days to return the goods.
• Unless otherwise stated, the customer is responsible for the direct cost of returning goods when exercising the right of withdrawal for change-of-mind reasons.
• When a valid withdrawal is exercised, we refund the price of the goods and the cost corresponding to the least expensive standard delivery option offered for the order.
• Additional delivery charges resulting from the customer’s choice of express, priority or premium transport are not refundable unless otherwise required by law.
• Custom-made or clearly personalised products may be excluded from the statutory right of withdrawal where permitted by law.
• Faulty, damaged, incomplete or non-conforming products are handled separately from change-of-mind returns and are subject to statutory consumer guarantees.

1. Right of withdrawal – 14 days

If you are a consumer purchasing online within the European Union, you normally have the right to withdraw from your purchase within 14 days without giving a reason.

For goods, the withdrawal period begins on the day after you, or a third party designated by you other than the carrier, takes physical possession of the goods.

If several goods forming part of the same order are delivered separately, the withdrawal period normally begins on the day after you take physical possession of the last item.

If a product consists of several lots or pieces delivered separately, the period normally begins when you take physical possession of the last lot or piece.

If the final day of the withdrawal period falls on a non-working day under the applicable rules, the period may be extended in accordance with the applicable consumer protection legislation.

2. How to exercise your right of withdrawal

To exercise your right of withdrawal, you must inform Maitre de cave SAS of your decision to withdraw from the contract by means of a clear and unequivocal statement.

You may contact us by email at:

info@vinoracking.com

Your message should preferably include:

• your full name;
• your order number;
• the product or products concerned;
• the date the goods were received;
• a clear statement that you wish to withdraw from the purchase.

You do not have to provide a reason for exercising your statutory right of withdrawal.

It is sufficient for you to send your withdrawal notification before the 14-day withdrawal period expires.

You may use the model withdrawal form included at the end of this policy, but its use is not mandatory.

3. Returning the goods after withdrawal

After notifying us of your decision to withdraw, you must return the goods without undue delay and, in principle, no later than 14 days after you communicated your decision to us.

Please contact VinoRacking.com before shipping the goods so that we can provide the appropriate return instructions.

Products sold through VinoRacking.com may be dispatched from different manufacturers, warehouses or logistics centres within Europe or elsewhere. The correct return destination may therefore differ from the original shipping address or from the registered address of Maitre de cave SAS.

Please do not automatically return products to Maitre de cave SAS, the manufacturer, the original shipping address or any warehouse without first obtaining the appropriate return instructions.

Requesting return instructions does not affect or restrict your statutory right of withdrawal.

4. Cost of returning goods

When exercising the statutory right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the goods, unless otherwise agreed or required by applicable law.

Many products sold by VinoRacking.com are large, heavy, fragile or may require palletised or specialised transport. Return costs may therefore be significant.

Where goods cannot normally be returned by post, information concerning the estimated cost of returning them will be provided where required by applicable consumer protection rules.

We strongly recommend using an appropriate tracked transport service and obtaining sufficient transport insurance for the return journey.

5. Refund following withdrawal

If you validly exercise your right of withdrawal, Maitre de cave SAS will reimburse all payments covered by the withdrawal, including the original delivery cost corresponding to the least expensive standard delivery option offered for the order.

If you selected a more expensive delivery method, such as express, priority or another premium transport option, the difference between the cost of the selected method and the least expensive standard delivery option will not be refunded unless otherwise required by law.

The refund will be made without undue delay and no later than 14 days after the date on which we are informed of your decision to withdraw.

For sales of goods, we may withhold the refund until:

• we have received the returned goods; or
• you provide satisfactory evidence that the goods have been sent back;

whichever occurs first.

Unless expressly agreed otherwise, the refund will be made using the same payment method that you used for the initial transaction. You will not incur any fees as a result of such reimbursement.

6. Condition of returned goods

You may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.

You may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary for such inspection.

Products should therefore be returned complete and, wherever reasonably possible, with:

• all parts and components;
• mounting hardware and accessories;
• manuals and instructions;
• protective materials;
• original packaging.

A product that has been drilled, cut, painted, permanently assembled, altered, improperly installed or damaged through handling beyond reasonable inspection may be subject to a reduction in refund value where permitted by law.

Products must be packed appropriately for the return journey. The customer may be responsible for damage occurring during return transport where the goods were not adequately packed.

7. Custom-made and personalised products

The statutory right of withdrawal does not normally apply to goods that are made to the consumer’s specifications or clearly personalised, where permitted by applicable consumer protection legislation.

This may include, for example:

• products manufactured to specific dimensions requested by the customer;
• products specifically cut, drilled or modified according to an approved project;
• custom colours or finishes not forming part of the manufacturer’s standard product offering;
• products manufactured specifically according to customer drawings or specifications;
• clearly personalised configurations produced specifically for an individual project.

A product is not automatically considered personalised or custom-made simply because it is ordered in a particular standard finish, size or configuration from the standard catalogue.

Where the right of withdrawal does not apply because a product is genuinely made to the customer’s specifications or clearly personalised, this will be communicated before or at the time of ordering where required by law.

8. Special-order and non-stock products

Some VinoRacking.com products may not be physically held in our own stock and may be ordered from a manufacturer or supplier upon receipt of your order.

The fact that an item is described as a special-order item, ordered from a supplier or not normally held in stock does not, by itself, exclude the statutory right of withdrawal.

The legal exception applies only where the relevant conditions are satisfied, such as where the product is genuinely made to the consumer’s specifications or clearly personalised.

9. Incorrect, damaged or incomplete deliveries

If you receive a product that is incorrect, damaged, incomplete or materially different from what you ordered, please notify us as soon as possible at:

info@vinoracking.com

Please provide, where applicable:

• your order number;
• a description of the problem;
• photographs of the product;
• photographs of the packaging;
• photographs of the shipping label;
• photographs clearly showing any visible damage or missing components.

If transport damage is visible, please retain the original packaging, protective materials and damaged components until the matter is resolved.

Providing photographs and notifying us promptly helps us process transport claims but does not limit your statutory rights.

Where a product is confirmed to be incorrect, damaged, defective or non-conforming and Maitre de cave SAS is legally responsible, reasonable return, repair or replacement transport costs will not be charged to the consumer.

10. Faulty or non-conforming goods and legal guarantee

Products sold to consumers in the European Union are protected by statutory conformity guarantees.

Under EU rules, consumers generally benefit from a minimum legal guarantee of two years from delivery for goods that do not conform to the contract at the time of delivery.

Depending on the circumstances and applicable national law, the customer may be entitled to:

• repair;
• replacement;
• a proportionate reduction in price; or
• termination of the contract and reimbursement.

Repair or replacement under the statutory legal guarantee must be provided without cost to the consumer, unless otherwise provided by applicable law.

Some European countries provide consumer protection that exceeds the minimum standards established by EU directives. Where you reside in such a country, the more protective national rules apply.

11. Exchanges

VinoRacking.com does not necessarily process change-of-mind returns as direct exchanges.

Where appropriate, you may exercise your right of withdrawal, return the original product and then place a new order for the desired product.

Where an exchange or replacement is required because a product is defective, damaged, incorrect or non-conforming, we will arrange the appropriate solution in accordance with applicable consumer protection legislation.

12. Refused or uncollected deliveries

Simply refusing delivery or failing to collect a parcel does not necessarily constitute a clear notification of withdrawal.

If you wish to withdraw from your purchase, we recommend sending us an explicit withdrawal notice by email as described in section 2.

Where a parcel is returned because the customer failed to collect it, provided an incorrect delivery address or refused delivery without a clear withdrawal statement, additional delivery or return costs may apply in accordance with applicable law.

13. Business and professional customers

The statutory consumer right of withdrawal described in this Return and Refund Policy applies to consumers within the meaning of applicable consumer protection legislation.

Orders placed by companies, hotels, restaurants, architects, designers, installers, retailers or other professionals acting for purposes relating to their trade, business, craft or profession may not benefit from the consumer right of withdrawal.

Nothing in this section limits any mandatory rights that may nevertheless apply under the law governing the contract.

14. Customers outside the European Union

If you purchase from VinoRacking.com from a country outside the European Union, your rights may differ from those described in this policy.

Where mandatory local consumer protection legislation grants rights that cannot legally be excluded or restricted, those rights remain fully applicable.

15. Model withdrawal form

If you wish to withdraw from your purchase, you may use the following form. Use of this form is optional.

To:
Maitre de cave SAS
Centre MBE 026 Nice
2B Avenue Durante
06000 Nice
France

Email: info@vinoracking.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Product(s):

Order number:

Order date:

Date received:

Consumer’s name:

Consumer’s address:

Email address:

Date:

Signature: ___________________________

Only required if this form is submitted on paper.

16. Contact – Return and Refund Policy

For any questions concerning this Return and Refund Policy, your right of withdrawal, a return, an exchange, a refund or a damaged or non-conforming product, please contact:

Maitre de cave SAS
Centre MBE 026 Nice
2B Avenue Durante
06000 Nice
France

Email: info@vinoracking.com

Website: VinoRacking.com

Please include your order number in all correspondence concerning a withdrawal, return, exchange, damage or non-conformity so that we can process your request efficiently.

Maitre de cave SAS respects the consumer rights provided by European Union law and the mandatory consumer protection rules applicable in the consumer’s country of residence. Nothing in this Return and Refund Policy is intended to restrict or exclude any statutory consumer rights.

Please also read our Shipping informations.