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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it or unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us in the first instance at info@whisky-online.com and provide a detailed reason why you would like to return your products so we can review this. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@whisky-online.com.
Damages and Order Errors
We make great efforts to ensure that your order reaches you in great condition. All our parcels are packed with the utmost care but mistakes can happen and very occasionally items are damaged in transit. Please inspect your order promptly upon receipt and contact us immediately if you have received the wrong item or if there are any damaged or defective items in your order. We can then evaluate the issue and make it right. You must contact us and make us aware of any issues within 14 days of delivery otherwise we may not be able to accept a return.
Returns
If you wish to return any item from your order, please contact us beforehand. For damaged or defective items please note that you must include pictures with your email before sending your return. Please note that as cork is a natural material with inherent flaws we are unable to accept returns for cork failure under any circumstances. For information regarding cork failure please visit our dedicated blog.
As per our website Terms & Conditions, we will accept the cost and risk of return:
Please be aware that we are currently unable to directly organise returns for orders shipped outside of the United Kingdom. This means that if, for any reason, you need to return an item from an international address, you will be responsible for arranging the return shipment.
We understand this may be inconvenient, and we want to assure you that we will still cover the cost associated with the return, subject to the following conditions:
Without prior acknowledgement and agreement from Whisky-Online Ltd, we will not be able to reimburse any return shipping costs.
In all other cases, you will be responsible for the cost and risk of returning the product to us.
Refunds and Replacements
We will contact you once we’ve received and inspected your return to let you know the status of your refund request. If approved, you’ll be offered either a replacement item if stock is available or you can choose to be refunded via your original payment method. Refunds are exclusive of postage cost. If you received free postage with your original order our postage costs will be deducted from your refund.
Please remember it can take some time for your bank or credit card company to process your refund and monies may not become available immediately.
Exceptions & Non-Returnable Goods
Certain types of items cannot be returned, including but not limited to the following:
Please get in touch if you have questions or concerns about your specific item.
Cork failure
Seal and cork failure are two of the more common issues affecting older pre-owned bottles, but they can occur in new bottles as well. Cork is a naturally porous material and contains irregular air pockets that may compromise the integrity of the closure.
Over long periods of time corks can dry out and shrink, increasing the chances of cork failure and subsequent leakage. However, it is still strongly recommended to store bottles upright at all times, as keeping whisky bottles on their sides for a prolonged period of time can damage the cork and increase the chances of leakage or failure.
When you open a bottle with a cork stopper - no matter how carefully - there is always a chance that the cork may break. We recommend keeping a stock of spare corks in different sizes in case a replacement cork is needed.
Please be aware that because of the varying conditions of corks mentioned above there is a risk of cork failure therefore we cannot accept responsibility for any cork failure. For information regarding cork failure please visit our dedicated blog.
Pre-Owned Products
All stock assigned by us as pre-owned is sold as seen. Our website images of these old and rare whiskies are fair but not comprehensive representations and some flaws may not be visible in these images. It is important, therefore, to contact us for more images or further information before ordering if you have any specific questions or requirements about particular items.
Due to the varying ages and conditions of bottles, labels, corks and their seals, their safe transport without further damage or deterioration is not guaranteed and we recommend that these items are collected in person. If collection is not an option and buyers choose to have pre-owned items delivered we cannot accept responsibility for deterioration to these items during transit.
Please be aware that because of the varying conditions mentioned above there is a risk of seal failure during transit and that we cannot accept responsibility for any bottle leakage that occurs in this way.
We are unable to accept responsibility for return costs for the following circumstances affecting pre-owned goods:
If you have any questions about the condition of a specific product please don’t hesitate to contact us on info@whisky-online.com.
