Refund and Return Policy

Damages & Faulty Products

What to Do:

If your order arrives damaged, defective, or leaking, please get in touch with our Customer Care Team right away at info@rvspirits.co.uk.

Evidence: Keep the item as it arrived and take clear photos of the damage.

Process: Once we receive your photos and details, we’ll investigate and let you know the next steps, which may include sending a replacement.

Note: We pack our products in specially designed boxes using high-quality materials. However, some containers are more fragile and may occasionally get damaged during transit.

Incorrect Products

If you receive the wrong product:

Step 1: Send us photographic evidence of the item(s) you received within 7 working days of delivery.

Step 2: If you decide to keep the incorrect product, we’ll refund the difference in cost between what you ordered and what you received.

Step 3: If you’d rather return the incorrect item, we’ll arrange for its collection and send you the correct product at no extra cost.

Out-of-Date / Short-Dated Goods

If you receive an item that’s out-of-date or close to its Best Before Date (less than 30 days from the BBD or Best Before Enjoyment):

Step 1: Send us photographic evidence within 7 working days of delivery.

Step 2: If you choose to keep the product, our Customer Support team will discuss a goodwill gesture with you, such as a discounted refund.

Step 3: If you’d prefer to return the item, we’ll arrange for collection and send a replacement at no cost.

Note: If the product was advertised as short-dated or was on promotion at the time of purchase, we can’t accept returns or offer refunds.

Remember: Best Before Enjoyment (BBE) indicates when a product might start to lose its optimal taste, not when it becomes unsafe to consume. Proper storage can extend the quality of many beverages.

Returns for Unwanted Products

If you’re not happy with your purchase, you have up to 14 days from the delivery date to return an unwanted product, as long as it’s unopened and undamaged. Please note:

Packaging: The item must be returned in its original packaging, with all seals, accessories, and details intact.

Authorization: Contact our Customer Support team to get a return authorization and the necessary returns form.

Costs: You’ll be responsible for all postage costs associated with returning the item, including collection charges, unless otherwise agreed by our Customer Care team.

Refund Process: Once we’ve inspected the returned goods and confirmed they’re unopened and undamaged, we’ll process your refund. Please note that refunds won’t include shipping charges from your original order.

Non-Returnable Items

For health and safety reasons, we can’t accept returns on:

Soft drinks, non-alcoholic beverages, or any product with less than 9% alcohol content.

Items that were on offer or promotion and advertised as short-dated or out-of-date.

4. Failed Deliveries, Non-Collected Items & Incorrect Addresses

If your goods are returned to us due to failed delivery, non-collection, or an incorrect address:

Refund: We’ll refund the cost of the items once they’re back at our warehouse. Please note, shipping charges won’t be refunded if already paid.

Reshipment: If you still want your items, you can either place a new order or arrange to pay for the cost of resending them.

Free Delivery Orders: For orders originally placed using our free delivery service, if goods are returned due to non-collection or incorrect details, £10 will be deducted from your refund.

5. General Returns Guidelines

Timeframe: All returns must be initiated within 14 days of delivery.

Condition: Returned items must be unopened, undamaged, and in their original condition.

Documentation: Please complete the returns form provided by our Customer Support team and include any necessary documentation.

Insurance: We recommend insuring your items before sending them back, as we’re not responsible for damage in transit beyond our packaging measures.

This Returns & Refund Policy is designed to complement your statutory rights under UK law. Nothing in this policy affects your rights under the Consumer Contracts Regulations or other applicable legislation.

6. Need Help?

Our Customer Support team is here to help with any questions or concerns about your order. Please contact us at info@rvspirits.co.uk for prompt assistance.

Thank you for choosing R&V Spirits. We’re committed to making sure you’re completely satisfied and delivering the highest quality premium spirits to your door. Cheers to a seamless and enjoyable shopping experience!