Support
We are here for your cellar every step of the way
This page gathers everything you need to keep your system running perfectly and your cellar protected.
Before you contact us
Most Wine-R owners never need to reach out. When your installation follows our Build It Right principles with proper R20 insulation, a sealed insulated door, a dedicated circuit and a clean drain slope, the system will quietly do its work for years.
If the unit runs normally and there are no alerts or leaks, you do not need to contact us.
Preventive care is the best support, perform these simple maintenance steps regularly:
- ●
Make sure the drain line flows downward without any restriction
- ●
Always keep the air grille clean and free of dust
- ●
Check that the unit is perfectly level
- ●
Inspect the door seals twice per year
Coverage
All Wine-R WR2500 systems include a two-year warranty on parts, supported by our North American service team.
Canada
Warranty coverage applies to units purchased through our authorized retailer network
United States
Warranty coverage applies only to units purchased directly from Wine-R. Units purchased from third-party resellers or unauthorized sellers are not covered.
What is included
Replacement of any part that fails during normal use within two years of the original purchase.
Support and clear installation guidance are also provided when required.
What is not included
Labor, installation, or removal costs
Damage caused by poor insulation, oversizing, or open rooms
Improper installation such as no drain slope or unit not level
How to request warranty service
Submit
Submit using the Warranty Request Form or email info@wine-r.com
Attach
Attach proof of purchase, a photo of the serial number on the back of the unit, and a few photos of the installation showing both sides, the drain and the controller location
Review
Our team reviews your file and sends replacement parts or guidance as needed
Returns and exchanges
If a return is approved, we will issue an RMA number with packing instructions. In most cases we only need the unit.
Keep the frame, grille, drain kit, and wall controller unless we ask for them. This reduces shipping costs and speeds up the process.
Helpful Resources
We’re here on business days. Start with the BTU Calculator or grab the guide—if you’re still unsure, contact us and we’ll confirm the plan.
Maintenance & long-term care
The WR2500 is designed to operate for many years when maintained correctly. Follow these steps to protect your investment:
- 1.
Vacuum dust from both grilles every few months
- 2.
Confirm the drain line flows freely
- 3.
Keep the warm-air side open and unobstructed
- 4.
Maintain some bottles or thermal mass in the cellar for temperature stability
- 5.
If you hear a change in sound or airflow, check immediately rather than waiting
Common questions
No. If the cellar is built to R20 and sealed properly, the unit will cycle normally. Continuous operation usually means a heat leak or poor insulation.
Yes, but it must be insulated double pane IGU glass with tight weather seals. Single glass does not maintain a cellar environment.
A dedicated 120 volt 15 amp grounded circuit.
It is quiet by design, similar to a quality refrigerator. Silence is not possible for any active cooling system.
Up to 700 cubic feet when insulation is R20 or higher and the space is fully sealed.
Yes, use a compatible Ethernet type extension cable up to about 12 feet.
On the rear label of the unit. Take a photo before installation for future reference.
Need assistance?
We reply quickly and provide clear diagnostic help. You will reach real people who understand the product and can guide you step by step.
Contact Us
Our technical support operates from Canada and the United States.
