Returns & Refunds Policy

Toll House Spirits Ltd

At Toll House Spirits, we take great care to ensure that every order arrives safely and in excellent condition. We understand that occasionally things may go wrong, and we are committed to resolving any issues fairly and promptly.

Please read our returns and refunds policy below.

1. Returns and Cancellations

If you change your mind about a purchase, you have the right to cancel your online order within 14 days of receiving your goods, without providing a reason.

To exercise this right, please contact us within 14 days of delivery at john@tollhousespirits.co.uk, quoting your order number.

Once you have notified us of your cancellation, you have a further 14 days to return the goods.

For change-of-mind returns:

• Products should be returned unopened, unused and, wherever possible, in their original packaging.

• Bottles should be securely packaged to prevent damage during return transit.

• Customers are responsible for the direct cost of return postage, unless otherwise agreed.

• We recommend using a tracked delivery service that accepts alcoholic beverages.

You may inspect goods as you would in a shop. Where goods have been handled beyond what is necessary to establish their nature and characteristics, we may make a lawful deduction for any resulting reduction in value.

Please contact us before returning an order so that we can provide the appropriate return instructions.

2. Damaged or Broken Products

We take great care when packaging our products. However, if your order arrives damaged, broken or leaking, please contact us as soon as possible, preferably within 48 hours of delivery.

To help us investigate and resolve the issue quickly, we require photographic documentation wherever reasonably possible.

Please provide:

• Your order number.

• A description of the damage.

• Clear photographs of the damaged bottle or product.

• Photographs of the outer packaging, including any visible damage.

• A photograph of the shipping label, where available.

Photographic evidence helps us assess the damage and raise any necessary claim with our delivery partner.

Important: Please do not handle broken glass or retain unsafe packaging solely to obtain photographs. If photographic evidence cannot reasonably be provided, please contact us with a description of the issue so that we can investigate using other available evidence.

Once the damage has been assessed, we will arrange an appropriate remedy, which may include a replacement or refund in accordance with your statutory rights.

We will cover reasonable costs associated with resolving damaged or faulty deliveries.

The preferred 48-hour notification period helps us investigate courier-related damage but does not affect your statutory consumer rights.

3. Incorrect or Missing Items

If you receive an incorrect product or an item is missing from your order, please contact us as soon as possible at john@tollhousespirits.co.uk.

Please provide your order number and details of the discrepancy.

Where helpful, we may request photographs of the items received and their packaging.

Once verified, we will arrange for the correct or missing products to be supplied or provide an appropriate refund, at no additional cost to you.

4. Faulty Products

If you believe a product is faulty, contaminated, incorrectly labelled or otherwise not of satisfactory quality, please contact us with your order number and details of the issue.

Where appropriate, we may request photographs, the product batch number or other relevant information to assist our investigation.

Under the Consumer Rights Act 2015, consumers have statutory rights where goods are faulty, not as described or not fit for purpose. These include a short-term right to reject qualifying faulty goods within 30 days, with further remedies available where applicable.

We will assess and resolve such claims in accordance with UK consumer law.

Please do not consume any product you suspect may be unsafe.

5. Refunds

Where a refund is due, it will be issued to the original payment method unless you expressly agree otherwise.

For change-of-mind cancellations, we will refund the price paid for the returned goods, together with the applicable standard outbound delivery charge where required by law.

If you selected a more expensive delivery service, we are only required to refund the equivalent standard delivery charge.

Refunds will be processed without undue delay and within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Where no return is required, refunds will be processed within the applicable statutory timeframe.

Please note that your bank or payment provider may take additional time to credit the funds to your account.

No administration fee will be charged for statutory refunds.

6. Return of Alcoholic Products

For change-of-mind returns, we ask that alcoholic products are returned with their original seals intact and in a condition suitable for inspection.

For safety and quality-control reasons, products that have been opened or tampered with may be subject to a lawful deduction for diminished value. Any applicable statutory cancellation exception will be considered on its own terms.

This does not affect your rights to a remedy for faulty, damaged or incorrectly supplied products.

Please do not return broken or leaking bottles unless we specifically instruct you to do so and provide a safe return arrangement.

7. Return Shipping Costs

For change-of-mind returns, customers are responsible for return postage costs.

Where products are faulty, damaged or supplied incorrectly, Toll House Spirits will cover the reasonable costs of any necessary return.

Please contact us before sending products back, particularly where the return contains alcohol, broken glass or leaking bottles.

8. Orders Cancelled Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

If the order has not yet been dispatched, we will arrange cancellation and a refund.

If it has already been dispatched, the normal cancellation and returns procedure will apply.

9. Contact Us

For returns, refunds, damaged deliveries or order enquiries, please contact:

Toll House Spirits Ltd
Unit 18 Matthew Kerr Place
Arbroath
DD11 3AX
Scotland, United Kingdom

Email: john@tollhousespirits.co.uk
Telephone: 01241 493636

Please include your order number in all correspondence.

10. Your Statutory Rights

Nothing in this policy affects or limits your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable UK consumer protection legislation.

Last updated: 15 October 2026