Returns & Cancellations

Returns Policy

We want you to be 100% happy with your order and it is our aim to ensure that all products supplied to all customers arrive in perfect condition. You may return eligible items within 30 days of delivery under our goodwill returns policy (other than for perishable or personalised products or those products that have been specified as non-returnable).

This 30-day period is our goodwill returns policy. It is in addition to (and does not replace) your statutory right (as a UK consumer) to cancel most online purchases within 14 days after delivery under the Consumer Contracts Regulations, as set out under “Cancellations” below.

If you have received your order and are unhappy with any of the products ordered, we will happily refund your money or exchange the products provided that you inform us of your intention to return the products within 30 days from the date of your order being delivered. However, we will only reimburse the cost of returning items where they were delivered in error or the items were damaged or defective.

Any products must be returned to us in good condition and in the original packaging. All refunds will be paid within 14 days of receiving the returned product(s), or (where you cancel under your statutory right) within 14 days of receiving the goods back or evidence of return, whichever is earlier.

Please note that not all of the items for sale at The Whisky Exchange are new and in some cases will have been purchased at auction. Product images on the website are intended for illustrative purposes only and may not be exact representations of the item in stock, particularly for antique and/or discontinued products, which may not be in 100% perfect condition. Please also be aware that batch numbers, vintages and bottling dates may be subject to change. If this happens, we will do our best to inform you before the item is shipped.

If an item is delivered faulty or damaged, or is not as described, you have statutory rights under the Consumer Rights Act 2015. This includes a “short-term right to reject” which generally lasts 30 days from delivery/possession for non-perishable goods, and may be shorter for perishable goods. Please refer to the Damaged & Wrong Goods section for how to report issues.

Non-returnable / excluded items for change-of-mind: you cannot return personalised items, perishable items, sealed goods once unsealed where applicable for health protection/hygiene, for example opened bottles, or any items clearly identified at the point of sale as non-returnable. This does not affect your rights in relation to faulty or misdescribed goods.

Returning Items

You are responsible for the cost of returning products to us unless the items being returned were delivered in error or the items were damaged or defective. You are also responsible for insuring all returns as we might claim against you should damages be sustained.

Where items are delivered in error or are damaged/defective, or otherwise faulty/not as described, we will reimburse reasonable return costs, or provide a returns method, in accordance with your statutory rights.

We recommend you obtain proof of postage and, where the value warrants it, use a tracked/insured service. You are responsible for the goods while they are in your possession and until we receive them back, including taking reasonable care to prevent damage.

Please return all items to the following address:

• The Whisky Exchange
• (Speciality Drinks Ltd)
• Elixir House
• Whitby Avenue
• Park Royal
• London
• NW10 7SF
• United Kingdom

For all returns, please follow the following instructions to ensure that products are received in perfect condition and your returns can be processed quickly:

1. Return a copy of your invoice to us with the items that you are returning highlighted. Please note the quantity and reason(s) for return against each item on your invoice. Alternatively, you can download, print and complete our returns form and include it in your parcel*
2. Please ensure to pack and seal your return securely in the original packaging to prevent possible damage while in transit and include the completed invoice or returns form.
3. Fix your return shipping label to the packaging. Make sure no other address labels are shown.

* in order to view PDF documents, you need to have the free Adobe Acrobat Reader software installed on your computer.

Download Adobe Acrobat Reader

Cancellations

UK consumers have a legal right to cancel most online purchases for change-of-mind within 14 days after the day you, or a person you nominate, receive the goods (“Cancellation Period”), subject to certain exceptions, including personalised goods and other items clearly stated as non-returnable at the point of sale.

To cancel your order, you must clearly inform us before the expiry of the cancellation period.

You can cancel by email, letter, or by using any clear statement of your decision to cancel. You do not have to use a specific form.

If you have already taken delivery of the order, you should return the product(s) to us. Unless the items being returned were delivered in error or the items were damaged or defective, you will be liable for the full cost of returning the product(s) and will be responsible for any damage to the product(s) until we receive the products back. As such, you should ensure that the product(s) are adequately insured. You have a legal responsibility to keep the product(s) in your possession and to take reasonable care of the products until you return them to us.

We may reduce your refund if the value of the goods is diminished as a result of handling beyond what is necessary to establish their nature, characteristics and functioning of the goods, as you would be able to do in a shop.

You must send the goods back within 14 days after telling us you want to cancel, unless we agree to collect them. We may offer to arrange collection and, if we do, we will tell you any applicable cost in advance.

If you cancel for change-of-mind under the statutory right, you are responsible for return costs unless we state otherwise.

If you cancel under your statutory right, we will refund all payments received for the goods, including the cost of standard delivery, but not any extra cost of an enhanced delivery option you chose, within 14 days of receiving the goods back or evidence of return, whichever is earlier. We will refund using the same payment method you used, unless you agree otherwise. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

For international orders, cancellation of your order does not automatically cancel or result in a refund of any local import duties, taxes, customs handling fees or similar charges levied by your local authorities or carrier, unless those charges were collected by us at checkout. Where such charges have been paid directly to local authorities or carriers, you may need to reclaim them directly from the relevant authority. Please see our Customs & Import Duties page for more information.

Changes to Your Order

Should you wish to amend your order, you are able to do so if you have not received an email from us confirming that your order has been processed.

To change your order, please refer to the Order-Related Queries in the Help and Support section.

If you contact us before dispatch, we will try to amend or cancel the order, but we cannot guarantee this once processing has started. If we cannot stop dispatch, you can still exercise your statutory cancellation rights after delivery, subject to exclusions, by following the “Cancellations” process above.

Exchanges & Returns

We are happy to exchange product(s) for change-of-mind provided that you inform us of your intention to return within 30 days of delivery under our goodwill policy, or within 14 days of delivery if you are exercising your statutory cancellation right, and you accept the cost of returning the item and insurance where appropriate. Personalised items, perishable items and any items clearly identified as non-returnable cannot be exchanged or returned for change-of-mind, unless they are faulty, damaged, misdescribed or otherwise subject to your statutory rights. A full refund will only be given where goods are returned in the same condition as when shipped, subject to your statutory rights where goods are faulty or not as described.

Nothing in this Returns & Cancellation page limits or excludes liability that cannot be limited by law or your statutory rights as a consumer.