Refund and Returns Policy
At Special Brand Spirits, each piece is carefully crafted to order. This policy outlines your rights and our approach to returns, refunds, and cancellations.
Personalised and Made-to-Order Products
Many of our products are personalised or made specifically to your requirements. As such, these items are exempt from standard cancellation and return rights under UK consumer law. We are unable to accept returns or offer refunds for personalised items unless they are faulty, damaged, or incorrect.
Order Accuracy
It is the customer’s responsibility to ensure that all personalisation details are correct at the time of order. We cannot accept responsibility for errors in spelling, dates, or information provided by the customer. Once production has commenced, changes or cancellations may not be possible.
Faulty, Damaged, or Incorrect Items
If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery. We may request photographic evidence to assess the issue. Where a return is required, items must be returned to us in their original packaging and condition. Where appropriate, we will offer a replacement, repair, or refund at our discretion.
Non-Personalised Items
Where a product is not personalised, you may have the right to cancel or return the item within 14 days of delivery, in line with UK consumer regulations. Items must be returned unused, in their original condition and original packaging. The cost of return shipping is the responsibility of the customer unless the item is faulty.
Refunds
Approved refunds will be processed using the original method of payment. Refunds will be issued once returned items have been received and inspected, where applicable. We reserve the right to refuse a refund where items are not returned in their original condition.
Contact
If you have any questions regarding your order, please contact us at: admin@specialbrandspirits.com
