Total Wine Return, Refund, and Exchange Policy [2024]
Total Wine is a go-to retailer for wine, spirits, and beer lovers. With hundreds of locations and an extensive online selection, it’s convenient to shop for everything from rare vintages to daily essentials.
However, returns are sometimes necessary. Maybe the product wasn’t what you expected, or perhaps it arrived damaged. Understanding Total Wine’s return policy ensures a stress-free shopping experience, whether you buy in-store or online.
We’ll go over eligibility for returns, the difference between in-store and online return processes, exchange policies, and more. This information will equip you with everything you need to confidently shop at Total Wine, knowing the policies are in place to support your satisfaction.
| Brand Name | Total Wine |
|---|---|
| Return Eligibility | Unopened items with original receipt, returned within 60 days of purchase. |
| Non-Returnable Items | Opened items (unless defective), gift cards, propane tanks, perishables, and seasonal items. |
| Return Method (In-Store) | Bring the product and receipt to any Total Wine location for an in-store return. |
| Return Method (Online) | Contact customer service for return authorization, then mail back the item. |
| Refund Methods | Original payment method (credit card, cash, or store credit); gift card refunds may be issued on a new gift card. |
| Exchange Policy | Unopened items eligible for exchange within 60 days, with receipt. Exchanges for defective or damaged items are available with customer service support. |
| Customer Care Email | [email protected] |
| Customer Care Phone Number | 1-855-328-9463 |
Total Wine Return Policy
Total Wine provides a flexible return policy that prioritizes customer satisfaction. Most items are eligible for return within 60 days of purchase, as long as they remain unopened and are accompanied by an original receipt. This policy applies to both in-store and online purchases, giving customers the freedom to return products they decide they no longer need or want. Keeping the product in its original, unopened condition is crucial, as opened or tampered items generally aren’t eligible for standard returns.
Ineligible Items: There are a few exceptions to the return policy. For example, opened or damaged items cannot be returned, as they no longer meet Total Wine’s quality standards. Certain items, like gift cards, are also non-returnable. Products purchased with broken seals may only be returned if they are found to be defective or damaged upon purchase, making them an exception to the usual rules. Additionally, perishable items and those that pose safety concerns, such as propane tanks, are not accepted for return.
By maintaining these standards, Total Wine ensures that returned products are of high quality and safe to resell. This policy helps simplify the return process and provides customers with peace of mind, knowing what’s eligible and what’s not.
In-Store vs. Online Return Process
Total Wine offers different return processes depending on whether your purchase was made in-store or online. Understanding these differences can save you time and make returning items more straightforward.
- In-Store Returns: If you bought your items at a Total Wine store, you can return them at the same or another Total Wine location, making in-store returns a convenient choice. Bring the unopened product and the original receipt within the 60-day return window. Total Wine staff will inspect the item to confirm it meets return standards, after which you can request a refund or an exchange. Refunds for in-store returns are generally processed on the same day, providing quick satisfaction if you need to change your purchase.
- Online Returns: For purchases made online, the return process requires a few extra steps. Start by contacting Total Wine’s customer service team to initiate the return. Once they verify your request, you’ll receive instructions for returning the item, including any necessary shipping details. Customers are typically responsible for shipping fees when returning online purchases, so be sure to pack items securely and include your order details. Refunds for online returns can take up to 10 business days after Total Wine receives and inspects your return, depending on your payment method.
Note on Online Returns to Store Locations: While many online orders can be returned to a physical store, this may vary by location and item type. Checking in with Total Wine customer service is the best way to confirm whether your specific online order qualifies for in-store return processing.
Refund Policy and Processing Time
Total Wine aims to keep refunds simple and customer-friendly. If you’ve returned a product that meets the eligibility requirements—meaning it’s unopened, in good condition, and has a valid receipt—you can expect a full refund. This refund includes the item’s purchase price and any applicable taxes, but shipping fees for online orders aren’t refunded unless the return is due to a Total Wine error, such as a defective or wrong product.
- Refund Methods: Refunds are typically processed using the original payment method. For example, if you paid with a credit card, the refund will be issued back to that card. Similarly, if you use cash, your refund will be provided in cash at the store. Gift card purchases may be refunded onto a new gift card, depending on the store’s policies. Refunds for online returns might be completed through store credit if preferred, though it’s best to confirm options with customer service when arranging your return.
- Processing Timeline: Refunds for in-store returns are processed almost immediately after the product has been inspected and approved. For online returns, once Total Wine receives and verifies the returned item, refunds are typically processed within 10 business days. Depending on your bank or payment provider, it may take an additional 3–5 days for the funds to appear in your account.
This clear refund policy ensures Total Wine customers have options and flexibility when making returns, providing a streamlined experience both in-store and online.
Exchange Policy at Total Wine
Total Wine offers an exchange policy designed to give you flexibility if you decide to swap a product rather than return it. Customers are welcome to exchange eligible items within 60 days of purchase, provided they are in an unopened condition and accompanied by the original receipt. This policy ensures that products meet the quality expected by Total Wine and are safe for resale.
- In-Store Exchanges: For items purchased at a Total Wine store, you can visit any store location to make an exchange. Bring the unopened product and receipt, and a staff member will assist with selecting a replacement item of equal or greater value. If you choose an item of greater value, you’ll simply need to cover the difference in price at the time of the exchange. Total Wine stores typically process exchanges immediately, making it easy to walk away with a replacement product on the same day.
- Online Exchanges: If you need to exchange an online purchase, start by contacting Total Wine’s customer service. They will guide you through the exchange process, which often involves returning the item and then placing a new order for your preferred replacement. Keep in mind that online exchanges may involve additional shipping fees and handling time, so plan accordingly.
- Damaged or Defective Products: Total Wine also allows exchanges for items that arrive damaged or defective. In such cases, you can contact customer service to report the issue, and they’ll assist you in either returning the item or arranging a suitable replacement.
This exchange policy ensures customers have flexibility when a product isn’t the right fit, allowing easy swaps while maintaining quality control.
Special Cases and Exceptions
Total Wine’s return policy includes several exceptions and unique cases that customers should be aware of to avoid any surprises when returning products. Not every item qualifies for a return, and certain conditions apply to protect both the customer and the company.
- Non-Returnable Items: Certain items cannot be returned, including opened products, which are non-refundable for health and safety reasons. Gift cards are also non-returnable, as well as specific items like perishables and propane tanks due to safety regulations. These exceptions help ensure that all returned items meet resale standards.
- Opened or Damaged Items: Opened items typically don’t qualify for returns, unless there is a defect or damage present that isn’t the customer’s fault. For example, if a bottle of wine has a faulty seal or a product arrives broken, it may still be eligible for a return or exchange. In such cases, it’s advised to contact Total Wine’s customer service for support, as they may offer a solution or replacement.
- Holiday and Seasonal Products: Seasonal and holiday items are often non-returnable after the season ends. This policy can vary, so it’s best to check with your local store for specific guidelines on items bought around holiday periods.
By outlining these exceptions, Total Wine makes it clear which items are ineligible for returns and under what circumstances exceptions might apply. This transparency helps customers set realistic expectations while shopping.
Frequently Asked Questions (F.A.Q)
Can I return opened products to Total Wine?
Generally, opened products cannot be returned to Total Wine. However, there are exceptions for items that are damaged or defective upon purchase. If a product is defective or damaged due to manufacturing issues, contact Total Wine’s customer service team to arrange a return or exchange. It’s best to have your receipt on hand and to provide clear details of the issue.
What should I do if I don’t have my receipt?
Total Wine prefers that all returns be accompanied by a receipt to confirm the purchase date and amount. However, if you’ve misplaced the receipt, your return options may be limited. You can try contacting the store where you made the purchase, as they may have options to verify your purchase through other means, such as a credit card statement or membership information if you are a Total Wine loyalty member. Policies may vary by location, so check with your local store for assistance.
How long do online refunds typically take?
Once Total Wine receives your online return and confirms its condition, refunds are processed within 10 business days. Depending on your payment method and bank processing times, it may take an additional 3–5 days for the funds to appear in your account.
Are there any restocking fees for returns?
No, Total Wine does not typically charge restocking fees for returned items. If the product is unopened, meets the return policy conditions, and includes a valid receipt, a full refund is provided.
What if my online purchase arrived damaged?
If your online order arrives damaged, contact Total Wine customer service immediately to report the issue. They may ask for photos of the damaged product as part of their verification process. Once the damage is confirmed, you can arrange for a replacement or a full refund, including the initial shipping cost, if applicable.
Wrapping Up
Total Wine’s return, refund, and exchange policies provide flexibility, making shopping there a reassuring experience. With a 60-day return window, easy in-store and online return options, and a fair approach to exchanges, Total Wine ensures that customer satisfaction remains a top priority. Remember that unopened items with a valid receipt are generally eligible for returns, while opened or damaged items have limited options based on specific circumstances.
