Refund policy
We want you to be completely happy with every purchase from Digital Distiller. If something is not right, please get in touch and we will do our best to put it right quickly and fairly.
Returns
We offer a 30-day return window. You have 30 days from the date of delivery to request a return.
To be eligible for a return, your item must be in the same condition in which it was received: unopened, with the original seal intact, and in its original packaging. Any presentation boxes, tubes or gift packaging must also be returned in their original condition. You will also need to provide your order confirmation or proof of purchase.
We are unable to accept returns of bottles that have been opened, had their seal broken, or have been partially or fully consumed, regardless of the reason for the return.
Please do not return any item before contacting us first. We will provide you with a returns label and instructions on how to send your item back to us safely. Items sent back without prior authorisation will not be accepted.
To start a return, please contact us at sip@digidistiller.com or via our contact page.
Returning Alcoholic Products
All products sold by Digital Distiller are alcoholic beverages. Due to UK alcohol licensing regulations, returned bottles must be sent back using only the prepaid Royal Mail returns label we provide. Please do not arrange your own courier for the return of alcohol. We will make the process as straightforward as possible and will provide everything you need once your return request is approved.
Damaged, Faulty or Incorrectly Described Items
Please inspect your order carefully upon receipt. If your item arrives damaged, faulty or materially different from how it was described on our website, please contact us as soon as possible after delivery at sip@digidistiller.com.
To help us resolve your case quickly, please include:
- Your order number
- A clear description of the issue
- Photographs of the item and its packaging, including any visible damage to the outer box
Where an item is confirmed as damaged, faulty or incorrectly described, we will offer you a full refund, including any original delivery charges paid, or a replacement where available. In many cases we may not ask you to return the item, but we may do so if necessary to process your claim.
Items Not Eligible for Return
The following items cannot be returned:
- Bottles that have been opened or had their seal broken
- Bottles that have been partially or fully consumed
- Bottles that have been engraved, personalised or otherwise customised
- Sale items and gift cards
- Items returned more than 30 days after the date of delivery
- Items returned without prior authorisation and a returns label issued by us
If you are unsure whether your item is eligible for return, please contact us before sending anything back and we will be happy to advise.
Exchanges
We do not process direct exchanges. If you would like a different product, the quickest route is to return your original item (where eligible) and place a new separate order once the return has been accepted.
Return Shipping Costs
Where a return is due to a change of mind or any reason unrelated to a fault or error on our part, the cost of return postage will be deducted from your refund. We will confirm the amount when we issue your returns label.
Where a return is the result of damage in transit, a product fault, or an error in our listing or dispatch, return postage will be covered by us in full.
Refunds
Once we have received and inspected your returned item, we will contact you to let you know whether your refund has been approved. If approved, your refund will be processed to your original payment method. Please allow up to 10 business days for the refund to appear in your account after approval, as processing times vary between banks and card providers.
If more than 15 business days have passed since we confirmed your refund was approved and you have not yet received it, please contact us at sip@digidistiller.com and we will investigate.
Contact Us
For any returns or refund queries, please contact us at sip@digidistiller.com or via our contact page. We aim to respond to all enquiries within one business day, Monday to Friday, 9:30am to 5:00pm.