Return & Refund Policy
General Policy
Due to the nature of alcoholic beverages and food products, returns are generally not accepted unless:
The products are damaged in transit;
The products are defective;
The incorrect products were supplied;
The customer is exercising a statutory consumer right under applicable law.
Returned alcohol products must not be opened, tampered with, or altered.
EU Consumer Right of Withdrawal
Consumers located within the European Union may have the right to withdraw from their purchase within 14 days of receiving their order.
To exercise this right, customers must notify us in writing within 14 days of delivery.
Products must then be returned within 14 days of notification.
Conditions for Withdrawal Returns
To qualify for a refund under the right of withdrawal:
Products must remain unopened.
Bottles, cans, or other containers must remain sealed.
Products must be returned in a condition suitable for resale.
Original packaging should be retained where reasonably possible.
Where products have been opened, consumed, damaged, or rendered unsuitable for resale, a refund may be reduced or refused to the extent permitted by law.
Return Authorisation
Before returning any goods, customers must contact our customer service team and obtain return instructions.
Unauthorised returns may be refused.
Customers should provide:
Order number;
Contact information;
Reason for return;
Supporting photographs where relevant.
Damaged or Faulty Products
If products arrive:
Broken;
Leaking;
Incorrect;
Faulty;
Not as described,
customers should notify us within 48 hours of delivery.
Where a claim is validated, we may offer:
Replacement products;
Store credit;
Partial refund;
Full refund.
The remedy offered will depend on the circumstances and applicable consumer law.
Return Shipping Costs
Where the customer exercises a change-of-mind withdrawal right, return shipping costs are the customer's responsibility unless otherwise stated.
Where products are defective, damaged, or supplied incorrectly, we will reimburse reasonable return shipping costs or arrange collection where appropriate.
Refund Processing
Approved refunds will be issued using the original payment method.
Refunds will normally be processed within 14 days of:
Receiving the returned products; or
Receiving evidence that the products have been returned.
Original standard shipping charges will be refunded where required under applicable consumer protection legislation.
Refused Deliveries
Refunds may be reduced where delivery cannot be completed because:
The recipient refused delivery without valid cause;
Incorrect address details were supplied;
The shipment was not collected following delivery attempts.
Any carrier return fees, destruction fees, excise liabilities, or administrative costs incurred may be deducted from the refund where legally permitted.
Non-Refundable Circumstances
Refunds will generally not be provided where:
Products have been consumed.
Products have been opened.
Products have been damaged after delivery.
Delivery failed due to customer error.
The customer failed age-verification requirements.
The complaint relates solely to personal taste preferences.
Ownership and risk in the products pass to the customer upon successful delivery. All alcohol shipments are made in compliance with the applicable licensing, excise, VAT, and consumer protection regulations of the destination country. We reserve the right to cancel or refuse any order where legal compliance requirements cannot be met.
Due to the nature of alcoholic beverages and food products, returns are generally not accepted unless:
The products are damaged in transit;
The products are defective;
The incorrect products were supplied;
The customer is exercising a statutory consumer right under applicable law.
Returned alcohol products must not be opened, tampered with, or altered.
EU Consumer Right of Withdrawal
Consumers located within the European Union may have the right to withdraw from their purchase within 14 days of receiving their order.
To exercise this right, customers must notify us in writing within 14 days of delivery.
Products must then be returned within 14 days of notification.
Conditions for Withdrawal Returns
To qualify for a refund under the right of withdrawal:
Products must remain unopened.
Bottles, cans, or other containers must remain sealed.
Products must be returned in a condition suitable for resale.
Original packaging should be retained where reasonably possible.
Where products have been opened, consumed, damaged, or rendered unsuitable for resale, a refund may be reduced or refused to the extent permitted by law.
Return Authorisation
Before returning any goods, customers must contact our customer service team and obtain return instructions.
Unauthorised returns may be refused.
Customers should provide:
Order number;
Contact information;
Reason for return;
Supporting photographs where relevant.
Damaged or Faulty Products
If products arrive:
Broken;
Leaking;
Incorrect;
Faulty;
Not as described,
customers should notify us within 48 hours of delivery.
Where a claim is validated, we may offer:
Replacement products;
Store credit;
Partial refund;
Full refund.
The remedy offered will depend on the circumstances and applicable consumer law.
Return Shipping Costs
Where the customer exercises a change-of-mind withdrawal right, return shipping costs are the customer's responsibility unless otherwise stated.
Where products are defective, damaged, or supplied incorrectly, we will reimburse reasonable return shipping costs or arrange collection where appropriate.
Refund Processing
Approved refunds will be issued using the original payment method.
Refunds will normally be processed within 14 days of:
Receiving the returned products; or
Receiving evidence that the products have been returned.
Original standard shipping charges will be refunded where required under applicable consumer protection legislation.
Refused Deliveries
Refunds may be reduced where delivery cannot be completed because:
The recipient refused delivery without valid cause;
Incorrect address details were supplied;
The shipment was not collected following delivery attempts.
Any carrier return fees, destruction fees, excise liabilities, or administrative costs incurred may be deducted from the refund where legally permitted.
Non-Refundable Circumstances
Refunds will generally not be provided where:
Products have been consumed.
Products have been opened.
Products have been damaged after delivery.
Delivery failed due to customer error.
The customer failed age-verification requirements.
The complaint relates solely to personal taste preferences.
Ownership and risk in the products pass to the customer upon successful delivery. All alcohol shipments are made in compliance with the applicable licensing, excise, VAT, and consumer protection regulations of the destination country. We reserve the right to cancel or refuse any order where legal compliance requirements cannot be met.