Shipping & Handling
Shipping & Returns
Grand Cru aims to ensure the accuracy of our website pricing and content; in the case of a technical based pricing or content error we reserve the right to cancel or refund the mistaken purchase price to you.
If an order is rejected on our website we will actively attempt to notify you within a reasonable time after the order has been submitted.
If you come across what you believe to be a technical error or inaccuracy of our content, please notify us at firstname.lastname@example.org
With consideration to seasonal retailing peaks, on average delivery of goods will usually take between 7-10 days. Grand Cru only delivers goods to Australian street addresses. We do not deliver to P.O Boxes (accessories can be shipped to P.O Boxes if requested) or ship internationally.
This time frame may vary according to the area the goods are being delivered to, with remote areas taking up to 3 weeks. Please provide an accurate street address when placing an order.
Where you request items to be delivered, those items purchased from Grand Cru are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon delivery to the carrier.
Please note that large & bulky wine fridges such as the GC320 or GC640D may take a little longer to deliver. If for any reason Grand Cru is unable to dispatch goods within a one-week period from date of your order, Grand Cru will contact the customer and advise expected dispatch date.
Any damage to property during carriage or on delivery to the nominated address of the buyer will not be the responsibility of Grand Cru.
All reasonable efforts to deliver your order will be made by Grand Cru however customers are responsible to have someone at the delivery address to receive delivery and sign for same. Grand Cru shall not be responsible for delivery being received by unauthorised persons. Any cost for re-delivery will be passed to the customer if the delivery address is unattended at the time of delivery.
Please note that you will incur a restocking fee of $30 per item if you return unwanted products.
Delivery is calculated at checkout. Once you place an item in your cart you can enter your postcode to find out your delivery cost.
Pickup or Delivery
For all wine fridge orders, our delivery driver will contact you prior to delivery to confirm any final delivery details.
For all accessory orders, your delivery will be made by Australia Post or courier.
If you have selected the pick-up option, your order will be ready for collection when advised from our warehouse between the hours of 7.30am to 3.30pm Monday to Friday. Our warehouse address is:
Building A Gate 2
99 Olympia St
Tottenham VIC 3012
(please enter via gate 2, ignore the truck only signage and proceed to door 1 outwards goods for assistance)
This is the default and standard delivery service for all models delivering to the metropolitan areas of Brisbane, Sydney, Melbourne and Adelaide. The standard metro delivery service does not cover ACT, Western Australia, Northern Territory or Tasmania.
As a part of our standard delivery service, the unit is brought to the first enclosure of the client’s home. This enclosure is at the delivery agent’s discretion (it can be a garage, the entrance way to your home, a front/back porch, etc.). The unit will remain in its packaging and the responsibility of disposing all packaging materials falls on the client. The client is responsible to inspect the packing and the unit for any damages and defects at the time of delivery. If the client is not given a chance to thoroughly inspect the unit, THE CLIENT MUST NOTE THIS WHEN THEY SIGN. A simple “SUBJECT TO FINAL INSPECTION” will suffice. Signing for a unit means that a client takes possession of it “AS IS”. This simple notation will protect you should you discover something later.
Grand Cru Platinum Service:
Grand Cru is pleased to announce the launch of an exclusive ‘Platinum’ delivery and installation service for its range Grand Cru wine fridges.
This new ‘Platinum’ service includes the standard delivery plus, the full unpacking of the Grand Cru wine fridge, positioning as directed by the consumer, installation, commissioning and removal of all rubbish. Please select Platinum service at checkout to purchase this option.
Most deliveries take place during the business week (Monday through Friday) during normal business hours. Requesting a delivery for a Saturday requires special instructions and set up, so a $50 fee is attached to ALL products requiring delivery on a Saturday.
If you know that you are not going to be available for a substantial period, speak to one of our Grand Cru customer service representatives on 03 9092 8566 at least 24 hours prior to your scheduled delivery to avoid these fees.
Attempt Fees/Wait Fees:
An attempt fee is charged if for some reason a client does not take possession of the unit that is beyond the drivers’ control BUT IS IN THE CONTROL OF THE CLIENT on the date of delivery. Examples are if the client is not present during delivery and no one is able to be there to substitute, not being able to reach the residence due to obstructions on the property (construction, a blocked path/road, etc.), and/or refusal of a shipment without proper justification. The charge for an attempt fee is $100.
A wait fee is charged if a client is not readily available to take delivery and/or keeps delivery agents past the required time necessary to complete delivery (this can be of direct and/or indirect actions of the client). For example, not being present immediately at the time of delivery can occur a wait fee. Obstacles in the unit’s location that hamper the process of a delivery that require the driver to stay for periods of time longer than is required is another example. The charge for a wait fee is $30 per half hour.
Return Shipment Fees: A return shipment fee is applied if a client decides to return the wine fridge for a refund or exchange outside of carrier loss, damage, or defect. Examples are if a wine fridge purchased is too big/small for the location, the client orders the wrong wine fridge (make, model and/or colour), the client cancels the order after the unit has been shipped, or anything deemed to be outside of loss, damage, or defect. It is also applied if the carrier cannot make contact with the client for delivery and the carrier has to take back possession of the unit. The charge for a return fee is $60 PLUS the nominated shipping cost.
What to do if there are Damages to the Wine Fridge
These are the best steps to take if you receive your wine fridge and it has damages:
- Call the Grand Cru Customer Care Department on 03 9092 8566 and ask to speak to a representative. Describe the damage and circumstances to a customer care representative who can discuss options with you.
- Notate the delivery connote with the damages.
- If the wine fridge has excessive damage, REFUSE THE DELIVERY OUTRIGHT. Call Grand Cru Customer Care Department for a replacement.
- Some damages that can happen during transit are minor and some of our customers have been willing to keep their wine cellar with the minor imperfections and/or with repair. If you feel the damage is something that can be tolerated that is fine, BUT STILL NOTATE THE CONNOTE OF THE DAMAGES. Call the Grand Cru Customer Care Department to discuss options including compensation, repair and if necessary, a replacement wine fridge.
- Use your judgment on this and always notate everything on the connote. If you would not keep this unit in your home, we don’t want you to have it there!
For a refund of goods purchased online they will need to be returned at the consumers cost to the following location:
Grand Cru Wine Fridges DC
Building A Gate 2
99 Olympia St
Tottenham VIC 3012
A Return Authority (RA) will need to be issued from Grand Cru prior to any goods being shipped. Please ring 03 9092 8566 to obtain this.
Please do not attempt to send goods without the RA as they will be rejected at the warehouse and returned to you at your own cost.
Our Grand Cru and Grand Cru PRO wine fridges come with a two or three year in home warranty with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the issue does not amount to a major failure.
A major failure is when the item:
- has a problem that would have stopped you from buying the item if you had known about it
- is unsafe;
- is significantly different from the sample, image or description;
- does not do what we said it would, or what you asked for and cannot be easily fixed.
If the failure is not major, we will either replace the item or repair it within a reasonable time frame.
If you require any assistance or have any queries about an item you have purchased, please contact us at email@example.com
How to contact us
Grand Cru Wine Fridges
Telephone: 03 9092 8566