Refund policy

House of Mustaine - Returns & Exchanges Policy
WINE RETURNS CANCELATIONS & REFUNDS - IMPORTANT ALCOHOL REGULATIONS 

Due to regulations governing alcoholic beverages, all wine sales are final once an order has shipped. Once a wine order has been shipped, it cannot be canceled, returned, exchanged, or refunded.

If you need to request a change or cancellation to a wine order, please contact us at customerservice@houseofmustaine.com as soon as possible and before the order has shipped.

We cannot guarantee that a cancellation or modification can be accommodated once an order has entered fulfillment. Once tracking has been issued and/or the shipment has been tendered to the carrier, the order is considered shipped and is no longer eligible for cancellation or refund.

Our Wine Quality Guarantee
While we cannot accept wine returns, we stand behind the quality of every bottle:
• Damaged in Transit: We will replace any bottles damaged during shipping at no cost
• Quality Issues: If you receive wine with quality defects, we will make it right
• Wrong Item: If we ship the wrong wine, we will send the correct item immediately
To Report Wine Issues: Contact us at customerservice@houseofmustaine.com within 48 hours of delivery with photos of any damage or quality concerns.

Heat Damage & Weather-Related Shipping Policy

Temperature-Related Damage Exclusions

While we guarantee the quality of our wine upon delivery under normal shipping conditions, we cannot be held responsible for damage caused by extreme weather conditions during transit. We define extreme weather as temperatures below 32°F (freezing) or above 85°F (excessive heat).

Customer Responsibility for Extreme Weather Damage

Important: If you choose to ship wine to a location experiencing extreme weather conditions, you accept full responsibility for any temperature-related damage that may occur. This includes but is not limited to:

  • Cork damage from freezing temperatures
  • Wine spoilage from excessive heat exposure
  • Label damage from temperature fluctuations
  • Sediment disturbance from thermal shock

Summer Shipping Modifications

To protect our customers and minimize heat-related damage, we suspend ground shipping services during summer months when temperatures regularly exceed safe transport thresholds. During these periods:

  • Expedited shipping options are made to be available at additional cost
  • We recommend shipping to climate-controlled delivery locations
  • Customers may choose to delay shipments until moderate weather returns

Damage Claims Process

In the event of suspected temperature-related damage:

  1. Contact us within 48 hours of delivery with photos of the damaged product
  2. Our shipping partner will evaluate whether damage occurred due to extreme weather conditions
  3. Claims determined to be weather-related will be forwarded to the customer to resolve
  4. We will assist in documentation but cannot provide refunds or replacements for weather-related damage

Our Commitment to Protection

We take every reasonable precaution to protect your wine during shipping, including:

  • Professional packaging designed for wine transport
  • Monitoring weather conditions at destination addresses
  • Partnering with specialized wine shipping services
  • Providing shipping recommendations based on seasonal conditions

By placing an order, you acknowledge understanding of this policy and accept responsibility for weather-related shipping risks.




MERCHANDISE & ACCESSORIES RETURNS
14-Day Return Policy

For non-alcoholic items including apparel, accessories, corkscrews, and other merchandise, we offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Return Eligibility Requirements
To be eligible for a return, your item must be:
• In the same condition that you received it
• Unworn or unused
• With tags attached (if applicable)
• Accompanied by receipt or proof of purchase

How to Start a Return
To start a return, contact us at: customerservice@houseofmustaine.com.

Returns must be sent to:
House of Mustaine Returns 
208A Bear Commerce Drive 
Columbia, TN 38401 USA

Important: Items sent back to us without first requesting a return will not be accepted.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

You can always contact us for any return questions at customerservice@houseofmustaine.com

DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
For Wine: Contact us within 48 hours with photos
For Merchandise: Contact us immediately upon receipt.

EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, including:
• All wines and alcoholic beverages (federal regulation)
• Perishable goods (such as food, flowers, or plants)
• Custom products (such as special orders or personalized items)
• Sale items
• Gift cards

Please get in touch if you have questions or concerns about your specific item.

EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Note: Wine cannot be exchanged due to alcohol regulations, but we will replace damaged or incorrect wine shipments.

EUROPEAN UNION 14-DAY COOLING OFF PERIOD
Notwithstanding the above, if merchandise (excluding wine) is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Important: EU cooling off period does not apply to alcoholic beverages due to regulatory restrictions.

REFUNDS
Merchandise Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@houseofmustaine.com.
Wine Refunds
Wine purchases cannot be refunded due to federal alcohol regulations. However, we will replace damaged or defective wine at no cost through our quality guarantee program.
CONTACT INFORMATION
For all return inquiries:
Email: customerservice@houseofmustaine.com
For wine quality issues:
Email: customerservice@houseofmustaine.com (Include photos and order number)
Return Address:
House of Mustaine Returns
208A Bear Commerce Drive
Columbia, TN 37401 USA

UNITED KINGDOM CUSTOMERS - CUSTOMS & DUTIES
Due to Brexit and the United Kingdom’s departure from the European Union, all shipments to UK addresses are now subject to customs clearance and additional fees upon delivery.
UK customers are responsible for paying all customs duties, excise taxes, and handling fees that may be applied to their order upon delivery. These charges include customs duties, excise tax on alcoholic beverages, VAT (Value Added Tax), and handling/clearance fees charged by delivery carriers.
Important: These charges are collected by the delivery carrier or UK customs authorities at the time of delivery, not by House of Mustaine. The exact amount will vary depending on your order value, product types, and current UK customs rates. Delivery cannot be completed until all applicable customs charges are paid by the recipient.
House of Mustaine cannot provide advance calculations of these fees, as they are determined solely by UK customs authorities and delivery carriers.
If customs charges are refused at delivery, the package will be returned to the carrier’s facility and may ultimately be returned to House of Mustaine and discarded. Customer remains responsible for all shipping costs and any return fees. Wine orders cannot be refunded due to alcohol regulations.
By placing an order for delivery to a UK address, customers acknowledge and accept responsibility for all customs duties, excise taxes, VAT, and handling fees that may be applied to their shipment.

FREQUENTLY ASKED QUESTIONS
Q: Why can’t I return wine?
A: Federal alcohol regulations prohibit the return of alcoholic beverages once shipped. This applies to all wine retailers across the United States.

Q: What if my wine arrives damaged?
A: We will replace damaged wine immediately at no cost. Contact us within 48 hours with photos of the damage.

Q: Can I return merchandise and wine together?
A: You can return eligible merchandise following our 14-day policy, but wine cannot be returned or refunded once shipped. We handle each item type separately.
Q: What if I don’t like the wine I ordered?
A: While we cannot accept returns, our customer service team can help you find wines better suited to your taste preferences and may offer a discount on your next order.

Q: Do I have to pay for return shipping on merchandise?
A: We offer an $8.00 flat rate on return shipping labels for approved merchandise returns.

This policy was last updated: 7/2/25. We reserve the right to update this policy at any time. Please review before making purchases.