Returns & Refunds Policy

Last Updated: 22 September 2026

At The Whisky Room Limited, we want our customers to have a clear understanding of our returns and refund process before placing an order.

This Returns & Refunds Policy explains when products may be returned, how to request a return, applicable return costs, refund processing and the procedures for products that arrive damaged, incorrect or faulty.

1. Return Period

Customers may request a return within [INSERT YOUR ACTUAL RETURN WINDOW, e.g. 14 or 30 days] of receiving their order, subject to the conditions described in this policy and applicable UK consumer law.

The return period begins when the customer, or a person nominated by the customer, receives the goods.

Different statutory rights may apply depending on the circumstances of the purchase. Nothing in this policy is intended to remove or restrict any rights that customers have under applicable UK consumer protection law.

2. General Returns

We accept eligible returns where the customer changes their mind, subject to the applicable return period and the conditions set out below.

To qualify for a general return, the product must:

• Be returned within the applicable return period.
• Be unused and in its original condition.
• Remain in its original packaging where reasonably possible.
• Include any applicable accessories, documentation or items supplied with the product.
• Be returned in a condition that allows it to be resold, subject to applicable consumer rights.

Because we sell alcoholic beverages, certain products may be subject to additional legal or safety restrictions. Customers should contact us before returning an alcoholic product.

3. Alcohol Products and Returns

Whisky and other alcoholic products must be handled responsibly and in accordance with applicable UK laws.

Where a customer wishes to return an unopened alcoholic product because they have changed their mind, the product must remain sealed, unopened and in suitable condition for resale, unless applicable law provides otherwise.

We may be unable to accept a return of an alcoholic product where the bottle has been opened or the product has been consumed, except where the product is faulty, damaged, incorrectly supplied or applicable consumer law provides a remedy.

Customers should contact us before sending any alcohol product back.

4. Products That Cannot Be Returned

Returns may be refused where a product has been:

• Opened or consumed where the product is not eligible for return after opening.
• Damaged through customer misuse or improper handling.
• Altered or tampered with after delivery.
• Returned outside the applicable return period without an applicable legal entitlement.
• Returned without prior contact or the required return instructions.

These restrictions do not affect statutory consumer rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.

5. How to Request a Return

Before returning an item, customers should contact us using the contact details provided below.

Please provide:

• Full name
• Order number
• Product name
• Date of purchase
• Reason for the return
• Photographs where the product is damaged, defective or incorrect

We will review the request and provide the appropriate return instructions.

Do not send products to an address other than the return address provided by The Whisky Room Limited.

6. Return Method

Approved returns must be sent using the return method and address provided by our customer service team.

Unless otherwise agreed, customers should retain proof of postage or shipment until the return has been processed.

We recommend using a tracked delivery service for returned goods.

The customer is responsible for ensuring that returned products are packaged securely and safely.

7. Return Shipping Costs

For a change-of-mind return, the customer is responsible for return delivery costs [INSERT YOUR ACTUAL POLICY: e.g. “unless we state otherwise”], subject to applicable UK consumer law.

Where a product is faulty, damaged on arrival, incorrectly supplied or otherwise eligible for a remedy under applicable law, The Whisky Room Limited will provide the appropriate remedy and handle return delivery costs as required by law.

Any applicable return shipping charges or deductions will be communicated to the customer before the return is completed.

8. Damaged Products

If your order arrives damaged, please contact us as soon as possible after delivery.

Please provide:

• Your order number
• A description of the damage
• Photographs of the external packaging
• Photographs of the damaged product
• Any relevant delivery information

We will investigate the matter and, where appropriate, arrange a replacement, refund or another remedy in accordance with applicable consumer law.

9. Incorrect Products

If you receive a product that is different from the product you ordered, contact us promptly.

We will investigate the order and, where appropriate, arrange the correct product or provide an applicable refund or other remedy.

Where the incorrect product was supplied by us, we will provide appropriate instructions for its return.

10. Faulty or Defective Products

If a product is faulty, defective or does not correspond with its description, please contact us as soon as reasonably possible.

Customers have statutory rights in relation to faulty or misdescribed goods. Our returns policy does not limit those rights.

Depending on the circumstances and applicable law, the available remedy may include repair, replacement, refund or another appropriate remedy.

11. Refunds

Once an eligible returned product has been received and inspected, we will confirm whether the return has been approved.

Approved refunds will normally be issued using the original payment method, unless otherwise agreed or required by applicable law.

The refund will cover the amount properly due to the customer under the applicable return or cancellation rights.

Any permitted deductions will be explained to the customer before the refund is processed.

12. Refund Processing Time

Approved refunds will be processed within [INSERT ACTUAL REFUND PROCESSING TIME, e.g. 5–10 working days] after the applicable return has been received and approved.

The time taken for the refund to appear in the customer’s account may also depend on the customer’s bank, card issuer or payment provider.

13. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible.

We will make reasonable efforts to cancel the order before dispatch where possible.

If the order has already been dispatched, the cancellation may instead be handled under the applicable returns or cancellation procedure.

Nothing in this section limits any cancellation rights provided by applicable UK consumer law.

14. Refused or Uncollected Deliveries

If an order is refused or remains uncollected, particularly where age verification is required for an alcohol delivery, customers should contact us.

Where an order is returned to us, any refund or redelivery arrangements will depend on the circumstances and applicable consumer rights.

Additional delivery charges may apply where permitted and where the failure to receive the order was not caused by us.

15. Exchanges

[CHOOSE AND EDIT ONE OF THE FOLLOWING]

Option A – Exchanges available:
Where appropriate, customers may request an exchange for an alternative product. Availability and any difference in product price will be confirmed before the exchange is processed.

Option B – Exchanges not available:
We do not currently offer direct product exchanges. Customers may return an eligible product in accordance with this policy and place a new order for the replacement product.

16. Gifts and Gift Orders

Where an item was purchased as a gift, the refund will normally be issued to the original purchaser and original payment method, subject to applicable law.

Gift recipients should contact us if they receive an incorrect, damaged or faulty product.

17. Return Inspection

Returned products may be inspected after they arrive at our designated return location.

For general change-of-mind returns, any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product may be considered where permitted by applicable law.

This does not affect statutory rights relating to faulty, damaged or incorrectly supplied products.

18. Refunds for Promotional Orders

Where a returned product was purchased as part of a promotion, discount or multi-item offer, the refund will be calculated in accordance with the terms of the applicable promotion and applicable consumer law.

Any relevant refund adjustment will be communicated to the customer.

19. Statutory Consumer Rights

This policy does not replace or restrict your statutory rights under applicable UK consumer protection legislation.

If a product is faulty, misdescribed, damaged or otherwise fails to meet applicable legal requirements, customers may have additional rights and remedies.

Where there is a conflict between this policy and a mandatory statutory consumer right, the statutory right will apply.

20. Contact Us About a Return

For return, refund or cancellation enquiries, please contact:

The Whisky Room Limited
Registered Office: 82 Shore Street, Gourock, PA19 1RD, United Kingdom
Company Registration Number: SC694264
Email: sales@thewhiskyroomlimited.co.uk
Phone: [INSERT YOUR ACTUAL UK TELEPHONE NUMBER]

When contacting us about a return, please include your order number wherever possible.

21. Related Policies

For additional information, please see:

• Shipping & Delivery Policy
• Terms & Conditions
• Privacy Policy
• Cookie Policy
• Payment Policy
• Age Verification Policy
• Responsible Drinking Policy

The Whisky Room Limited aims to provide a transparent and straightforward returns and refund process while respecting customers’ statutory rights.