Refund policy

Returns & Refunds (UK & Northern Ireland)

Last updated: 10 August 2025
This policy does not affect your statutory rights.

Change-of-mind returns

  • You can return non-personalised items within 30 days of receiving your order.

  • Items must be unused, unwashed and in their original packaging, free from pet hair, odours and marks.

  • For change-of-mind returns, the buyer pays the return postage.

Under UK law, if you cancel within 14 days of delivery, we will also refund the basic outbound delivery cost (not any expedited/next-day upgrade). We may make a reasonable deduction if items have been handled beyond what’s necessary to check them.

Non-returnable items

  • Personalised / made-to-order items (e.g. embroidery, engraving) unless faulty.

  • Digital downloads and gift cards.

  • Items returned used or not in a resaleable condition (unless faulty).

Faulty, damaged or wrong item

We’re sorry! Email us within 30 days of delivery and include your order number and clear photos. We’ll arrange a replacement or refund and cover reasonable return postage (or provide a pre-paid label). Your rights under the Consumer Rights Act 2015 apply—within 30 days you can request a refund for faulty goods; after that we’ll repair or replace where reasonable.

How to start a return

  1. Email info@whiskerysour.co.uk with your order number and reason for return.

  2. We’ll reply with a Return Authorisation and the return address.

  3. Pack items securely and use a tracked service. Keep your receipt until your refund is processed.

Returns sent without authorisation or to the wrong address may be delayed.

Refunds

  • Refunds are issued to your original payment method within 3–10 working days after we receive and inspect the return.

  • We’ll notify you by email once processed.

  • Original delivery charges are refunded only where required by law (see “Change-of-mind returns” above).

Exchanges

Need a different colour/size? The quickest way is to place a new order and return the original for a refund. For faulty items, we’ll replace like-for-like where stock allows.

Return address

We’ll share the return address in your authorisation email. Our warehouse is in Colchester, Essex, and visits are by appointment only.

Questions?
Email info@whiskerysour.co.uk and we’ll be happy to help.