Returns
We want you to love your Vino Logs as much as we do, so if something’s not right, we’re here to help! Check out our return and refund policy below.
1. Returns
You have 30 days to return your item if it’s unused, in the original packaging, and in the same condition you received it. Please provide your order confirmation or receipt.
However, we understand that sometimes you might want to try out the product. If more than 25% of the logs have been used (for example, if you've used more than a quarter of the box, i.e. 4 logs), we won’t be able to accept the return, unless the remaining logs are faulty.
Unfortunately, we cannot accept returns for:
- Custom orders
- Sale items, unless they’re faulty.
2. How to Start a Return
Email us at hello@vinoprod.com with your order number and the reason for return, and we’ll guide you through the process. Return shipping costs are on you unless the product is faulty or damaged.
3. Refunds
Once we receive and inspect your return, we’ll process your refund to your original payment method within 7-10 business days. Please note: shipping costs are non-refundable, unless the product was faulty.
4. Exchanges
If your item is damaged or defective, let us know within 7 days, and we’ll send you a free replacement!
5. Questions?
We’re here to help! Contact us at hello@vinoprod.com