Refund policy

PAYMENTS, BILLING & RETURNS

PAYMENTS & BILLING STATEMENT

PAYMENTS

We process payments through Shopify, a secure third-party service. Our website is PCI (Payment Card Industry) compliant with SSL certification to ensure data passed between our web server and your browser is encrypted and remains private. Your payment transaction is handled directly by the payment processor and financial institution. Payment information kept on file for Club Memberships/Subscriptions is encrypted and securely stored with our payment processor. We have no access to your full credit card information.

Payment methods accepted are: Discover, Visa, Mastercard, American Express.

Payments will be reflected as The Crush Collective on your billing statement.

Any declined payment costs are the responsibility of the purchaser.

CHARGEBACKS

At Atlas Wine Company LLC dba The Crush Collective, we are committed to providing exceptional service and ensuring our customers are satisfied with their purchases. This policy outlines the procedures and guidelines related to credit card chargebacks in compliance with California law and industry standards.

Dispute Resolution First

Before initiating a chargeback with your credit card issuer, we kindly ask that you contact us directly to resolve any issues. Many problems can be resolved quickly through our customer service team.

Email: support@thecrushcollective.net
Phone: 707-365-8900
Response Time: Within 2 business days

Acceptable Reasons for Chargebacks

Chargebacks may be requested for reasons including:

  • Unauthorized or fraudulent charges
  • Duplicate charges
  • Goods or services not received
  • Defective or not-as-described products


Non-Eligible Chargeback Situations

Chargebacks are not an appropriate resolution method in the following cases:

  • Buyer’s remorse
  • Late cancellation outside our stated policy
  • Attempting to bypass our refund/exchange procedures


Proof and Documentation

We maintain detailed records of all transactions, including receipts, delivery confirmations, signed agreements, and communication logs. In the event of a chargeback, we will submit this evidence to the issuing bank for review.

Chargeback Response and Recovery

If a chargeback is filed:

  • We will respond to the issuing bank within the allowable time frame (typically 7–30 days).
  • We may contact you to resolve the matter amicably or to provide clarification.
  • If the chargeback is found to be invalid, we reserve the right to recover the amount through alternative collection methods or pursue legal remedies.


Fees and Consequences

Fraudulent or abusive chargebacks may result in:

  • Blacklisting from future purchases
  • Reporting to relevant authorities or credit bureaus
  • Administrative or legal action if applicable

RETURNS

If you would like to start a return, please review our policies below. We want to make sure you are completely happy with your purchase. If there is anything we can do to improve your experience, please contact us at wine@thecrushcollective.net

We accept return requests for items that are unopened, unworn, unused, with the original tags still intact. The item(s) must be in their original packaging, if applicable, and in the same condition it was received.

We do not accept returns for perishable items, personal care items, beauty items, custom or personalized items, special orders, gift cards or downloadable products. Please get in touch with us if you have any questions or concerns about your specific item.

If you wish to return your item(s), we must receive your request within 15 days of the date you received your item. Items sent back to us without first requesting a return will not be accepted

DAMAGES & 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.

To protect the integrity of our brand and products, you are obligated to return defective items.

EXCHANGES

In the unlikely event that you receive a damaged or defective item, we are happy to exchange the item for a new one. Please email wine@thecrushcollective.net within 15 days of receiving your item(s) to request replacement(s) and a return authorization.

The fastest way to ensure you get what you want is to request a return for the item you have, and once the return is accepted, make a separate purchase for the new item.

RETURN AUTHORIZATION REQUIRED

Authorization is required for returned items. Please contact us at wine@thecrushcollective.net within 15 days of the date you received your item(s) and provide:

  • Order #
  • Order Date
  • Date Received
  • Full Name
  • Email Address
  • Item(s) You Wish to Return/Exchange
  • Reason for Return/Exchange

After reviewing your return request we will contact you with additional information including a return authorization number if applicable.

Return shipments without prior authorization will be refused at the shipper's expense.

EXCHANGES

In the unlikely event that you receive a damaged or defective item, we are happy to exchange the item for a new one. Please email wine@thecrushcollective.net within 15 days of receiving your item(s) to request replacement(s) and a return authorization.

SHIPPING RETURNS & EXCHANGES

If you are sending us a return or exchange because you were sent unordered, defective, or damaged item(s), we will provide you with a return shipping label with your return authorization form.

If you are sending us a return or exchange because you ordered the wrong item(s), decided you did not want the item(s), or did not cancel your Club Membership/Subscription before its scheduled release/fulfillment date, you are responsible for the return shipping. Ship your carefully packaged item(s) including your return authorization form using a carrier that provides you with a tracking number to ensure that we receive your item(s). Consider purchasing shipping insurance for the value of your shipment in the event of missing or damaged shipments. 

REFUNDS

Once we receive your returned item(s), we will review your request and inspect the item(s). We will send you an email to confirm that we have received your item(s) and are processing your request. We will follow up with another email once the request has been processed to let you know if your return was approved.

If approved, the purchase price and any applicable taxes will be refunded to your original method of payment within two weeks. All payment companies are different in the amount of time it takes to confirm, process and post a refund to your account.

If it has been more than 15 days since your shipper tracking information states that we received your return and we have not contacted you, please email wine@thecrushcollective.net 

FINAL SALE ITEMS

If the item is marked for final sale (“final sale”, “closeout”, “clearance”, “liquidation” or any term designating it as such), it does not qualify for a return and cannot be refunded.

CONTACT INFORMATION

Questions and Return/Exchange/Refund Requests should be sent to us at wine@thecrushcollective.net

Our contact information is posted below:

Atlas Wine Company, LLC dba The Crush Collective
wine@thecrushcollective.net
21660 8th St E, Ste A, Sonoma, CA 95476

We attempt to respond to your inquiries and requests in a timely manner. If you contact us by email and have not received a reply within 5 business days, your email may not have been received due to spam filters or other electronic issues. Please contact us by mail or phone.