Product Care & Help Guide

Last Updated: 28 August 2026

Thank you for choosing TuWine (tuwine.com)! We specialise in premium wine storage solutions, including wine racks and glass holders. This guide will help you care for your products to ensure they remain beautiful and functional for years to come. We recommend reviewing these tips upon receiving your item.

1. Upon Receiving Your Wine Rack or Cabinet

When your product arrives, please follow these steps:

• Inspect Immediately: Carefully inspect the packaging and the item for any damage that may have occurred during transit. If you notice any damage, note it on the delivery receipt and contact us within 48 hours.

• Unpack Carefully: Remove all packaging materials carefully to avoid scratching or damaging the product.

• Assemble Correctly: If assembly is required, please follow the instructions provided. We recommend assembling the item in the room where it will be used to avoid moving it later.

• Position with Care: Once assembled, place your wine rack or cabinet in its desired location. Ensure the floor is level for stability. For larger or wall-mounted units, use appropriate fixings and ask for assistance to prevent injury or damage.

2. Daily Care & Maintenance

Regular care will help maintain the appearance and longevity of your wine storage products:

3. General Care Tips for Wine Storage

To keep your wine racks and cabinets looking their best:

• Avoid Direct Sunlight: Prolonged exposure to direct sunlight can cause fading, discolouration, or heat damage to both the rack and your wine. Position products away from windows or use blinds/curtains to filter light.

• Control Humidity & Temperature: Extreme humidity can warp wood or cause rust on metal. Maintain a consistent environment away from heat sources (ovens, radiators) and damp areas. Ideal conditions mimic a cellar: cool, dark, and stable.

• Prevent Scratches: Use felt pads under any objects placed on the rack (e.g., decanters). Keep sharp objects away from the finish.

• Clean Spills Immediately: Blot (don't rub) spills with a clean, absorbent cloth. Use appropriate cleaning products for the specific material.

• Lift, Don’t Drag: When moving your wine rack or cabinet, always lift it rather than dragging it to prevent damage to legs and floors.

• Check and Tighten: Periodically check screws, bolts, and joints and tighten them if necessary to ensure stability, especially for racks holding heavy bottles.

4. Specific Care for Wine Cabinets (If Applicable)

If your product is a temperature-controlled wine cabinet, please follow these additional care tips:

• Ventilation: Ensure the cabinet’s ventilation grills are not blocked to allow proper airflow and heat dissipation.

• Cleaning the Interior: Use a mild solution of water and baking soda to wipe the interior. Avoid harsh chemicals that could taint the wine.

• Door Seal: Periodically check the door seal (gasket) for dirt or debris. Clean with a damp cloth to ensure a tight seal, which is crucial for maintaining temperature.

• Condenser: For models with an accessible condenser, dust it gently every 6-12 months with a soft brush or vacuum attachment to maintain efficiency.

5. Common Issues and Solutions

6. Assembly Assistance

Most of our wine racks and cabinets require some assembly. Please read the instruction manual carefully before starting.

• Tools: Ensure you have the necessary tools (usually a screwdriver, allen key, or hammer) before you begin.

• Spare Parts: If any parts are missing or damaged, contact us immediately. Do not attempt to assemble with missing parts.

• Two-Person Assembly: For larger or heavier items (like floor-standing racks or cabinets), we recommend two-person assembly for safety and ease.

• Professional Installation: For complex items, particularly built-in or wall-mounted heavy racks, hiring a professional installer is recommended.

7. Warranty and Faulty Items

• Statutory Rights: Your product is covered by UK consumer law. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality.

• Warranty Period: Please refer to the product page for specific warranty information (if applicable).

• Faulty Items: If you discover a fault or issue that is not due to normal wear and tear, contact us within 48 hours of delivery with your order number and clear photographs. We will assess the issue and provide an appropriate remedy (repair, replacement, or refund) in accordance with UK law.

8. What to Do in Case of a Problem?

If you experience a problem with your product (e.g., a structural fault, damage, or missing parts) within 48 hours of receipt, or if you have any concerns about its quality or condition, please contact us immediately.

In accordance with our Returns & Refunds Policy, we will work to resolve the issue promptly, which may include a repair, replacement, or refund after verification.

9. Contact Us

If you have any questions about caring for your TuWine products, please contact our customer service team:

• By Email: service@tuwine.com

• By Phone: +44 2089163371

• By Post: 66 Westow St, London SE19 3RW, United Kingdom

• Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time)

10. Website Hosting Information

In accordance with legal requirements, we provide the following information about our website hosting provider:

• Hosting Provider Name: SHOPLINE HOLDINGS LIMITED

• Registered Address: 21/F, NAM WO HONG BUILDING, 148 WING LOK STREET, SHEUNG WAN, HONG KONG

• Contact Number: +852-81207281

• Email: support@shopline.com