Refund and Return Policy

What to Do

• If your order arrives damaged, defective, or leaking, please contact our Customer Care Team immediately at info@rvspirits.co.uk.
• Evidence: Keep the item exactly as it arrived and take clear photos of the damage.
• Process: Once we receive your photos and details, we will investigate the issue and inform you of the next steps, which may include sending a replacement.
• Note: Our products are packed in specially designed boxes using high-quality packaging materials. However, some containers are fragile and may occasionally get damaged during transit.

1. Reporting an Incorrect Item

• Customers must notify us within 48 hours of delivery if an incorrect item is received.
• Please contact our support team with your order number and clear photos of the item and packaging.

2. Return Requirement

• The incorrect item must be returned before any replacement or refund can be processed.
• A prepaid return shipping label will be provided at no cost to the customer.
• The item must be returned in its original condition and packaging without being used or altered.

3. Inspection Process

• Once we receive the returned item, it will be inspected by our team to confirm the error.
• Inspection usually takes 1–2 business days after receiving the item.

4. Replacement or Refund

• After inspection approval, customers may choose either:
• Replacement item dispatched at no additional cost.
• Full refund to the original payment method.
• Refunds are typically processed within 3–5 business days after approval (bank processing times may vary).

5. Non-Return Cases

• If the incorrect item is not returned, we will be unable to process a replacement or refund.
• Failure to return the item within a reasonable timeframe may result in the case being closed.

6. Exceptions

• This policy applies to all incorrect item claims and cannot be waived as it ensures fairness and inventory accuracy.

• Customers must provide photo and/or video evidence at the time of delivery when receiving and opening the parcel.
• Without such evidence, refund or return claims will not be accepted.
• Claims made without photos and videos (for example stating that the parcel was not delivered or items were missing/damaged) will be considered invalid.
• This policy helps ensure fairness and prevents fraudulent refund or return requests.

• Step 1: Send photographic evidence within 7 working days of delivery.
• Step 2: If you choose to keep the product, our support team may offer a goodwill gesture such as a discounted refund.
• Step 3: If you prefer to return the item, we will arrange collection and send a replacement at no cost.
• Note: If the product was advertised as short-dated or on promotion at the time of purchase, returns or refunds cannot be accepted.
• Reminder: Best Before Enjoyment (BBE) indicates when a product may begin to lose optimal taste, not when it becomes unsafe to consume.

• You may return an unwanted product within 14 days of delivery if it is unopened and undamaged.
• Packaging: Items must be returned in original packaging with seals and accessories intact.
• Authorization: Please contact our support team to receive return authorization and the returns form.
• Costs: Customers are responsible for return shipping costs unless otherwise agreed.
• Refund Process: Once returned goods are inspected and confirmed unopened, the refund will be processed. Shipping charges from the original order are not refundable.

• Soft drinks, non-alcoholic beverages, or any product with less than 9% alcohol content.
• Items that were on promotion or advertised as short-dated or out-of-date.

• Gift Bag Option: Gift bags can be added at checkout but are non-refundable.
• Refund: Item cost will be refunded once returned to our warehouse. Shipping charges will not be refunded.
• Reshipment: Customers may place a new order or pay for resending the items.
• Free Delivery Orders: If goods are returned due to non-collection or incorrect details, £10 will be deducted from the refund.

• Timeframe: Returns must be initiated within 14 days of delivery.
• Condition: Items must be unopened, undamaged, and in original condition.
• Documentation: Complete the returns form provided by our support team.
• Insurance: We recommend insuring returned items as we are not responsible for damage during return transit.
• This policy complements your statutory rights under UK consumer protection laws.

Our Customer Support team is here to help with any questions regarding your order.

• Email: info@rvspirits.co.uk

Thank you for choosing R&V Drinks. We are committed to providing high-quality premium spirits and a smooth shopping experience.