Returns & Refunds

Returns

Please be aware that we do not accept returns on any handmade decant testers. All orders are final. Due to UK Health & Safety Regulations we cannot re-stock or re-sell returned handmade decants. It's policy, unfortunately. We are trying to offer a better option in the near future.

 

Damaged Items

The following exceptions apply:

    • Replacement of the same product in the original order will be provided on damaged items.
    • Replacement is not offered on products that have been tampered for other usage.
    Please report damaged items within 24-hours of delivery date to qualify for replacement through the contact form.

     

    Exchange

    • Exchange is offered on faulty / wrong items with a replacement.
    • Faulty items need to be notified to us within 36-hours of delivery date to qualify for exchange.
    • Note that an exchange will not be provided for returned goods that show signs of use or unreasonable use.

    For replacements, returns must be received within 30-days of the purchase date. Returned items must be pre-approved with a return reference code and be posted by tracked delivery and with tracking proof with the return label emailed to you upon approval.

    Please ensure that the returned parcel is properly sealed and contains the Returns Note or original packing slip.

     

    Order Cancellations

    The contract of sale is formed when we accept your order. We accept cancellations of orders placed with us provided that you notify us of your desire to cancel prior to the product(s) being prepared and shipped. We try to process orders on the same day before postal cutoff time. We cannot accept/respond to cancellations beyond that time frame.

    Make sure to include your order number and name. If the cancellation is processed, you will receive a cancellation verification by email.

    The cancellation and a refund will be credited back to the same card used in the transaction within 2-5 business days.

     

    Faulty Goods

    If you have received a faulty item we will issue a replacement for the original item ordered. Please report faulty goods within 36-hours of delivery through the contact form.  

    If you have received a faulty item and we are unable to replace it, a refund will be issued within 14-days of receipt of the return.

     

    Compensation Claims: Lost Items

    For lost items you may file a compensation claim with Royal Mail via the Online Compensation Form. We cannot accept liability for goods lost in transit (although this is rare) and we do not provide refunds or compensation for lost items. Missing items would need to raised with Royal Mail.

    Please assure you have all details ready before filing your claim with Royal Mail:

    1) Your purchase receipt that was emailed to you
    2) The order value and order date 
    2) Shipping label reference (for non-tracked deliveries) or tracking code.
    This is emailed to you upon shipping confirmation. You can take a screencap or image of the label reference or tracking number and upload it with your proof for a claim filed with Royal Mail.

    Please note that compensation claims by Royal Mail is generally processed and refunded for tracked postage (You select your method of postage during checkout). You can however, still file a missing items claim.

     

     

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