Refund Policy

---

At Colchester Gin Distillery, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please read our Refund Policy below to understand how we handle returns, refunds, and exchanges. By purchasing from us, you agree to the terms outlined in this policy.

1. Returns

You have the right to return your products for a refund within 14 days of receiving your order. To be eligible for a return, your item must be in the original, unopened condition and packaging.

• Non-Returnable Items: We do not accept returns for opened or consumed products unless the item is faulty or damaged upon delivery. Perishable items are also non-returnable.

If you would like to initiate a return, please contact us at aaron@colchestergindistillery.co.uk with your order details.

2. Faulty or Damaged Products

If your order arrives damaged or if you receive a faulty product, you are entitled to a replacement or a full refund. Please notify us within 7 days of receiving the order.

To process the return, please provide:

• Photos of the damaged or faulty item.
• Photos of the packaging, if applicable.
• Your order number and a brief description of the issue.

We will review your request and provide instructions for returning the product or arranging a replacement.

3. Return Process

If you are returning an item, please follow these steps:

1. Contact Us: Email aaron@colchestergindistillery.co.uk with your order number and reason for the return.
2. Shipping the Return: Once your return request is approved, securely package the item(s) and send it back to us. The return shipping address will be provided via email.
3. Return Shipping Costs: You will be responsible for the return shipping costs unless the item is faulty or damaged. We recommend using a trackable shipping service to ensure the safe return of the item.

4. Refunds

Once we receive and inspect your returned item, we will notify you by email. If your return is approved, we will process your refund to the original payment method.

• Processing Time: Please allow 5-10 business days for the refund to appear in your account, depending on your payment provider.
• Partial Refunds: In some cases, partial refunds may be issued for products that have been opened but were faulty or damaged upon arrival.

5. Late or Missing Refunds

If you haven’t received a refund after 10 business days:

1. Check your bank or credit card statement for the refund.
2. Contact your bank or credit card company, as processing times may vary.
3. If you still haven’t received your refund, please contact us at aaron@colchestergindistillery.co.uk.

6. Exchanges

We only replace items if they are faulty or damaged. If you need to exchange a faulty product for the same item, please contact us at aaron@colchestergindistillery.co.uk to arrange the exchange.

7. Cancellations

If you wish to cancel your order, please contact us at aaron@colchestergindistillery.co.uk as soon as possible. If your order has not yet been processed or dispatched, we will cancel the order and issue a full refund.

If the order has already been dispatched, you will need to follow the returns process described above.

8. Contact Us

If you have any questions about our Refund Policy or need assistance with a return or refund, please contact us at:

Colchester Gin Distillery
Email: aaron@colchestergindistillery.co.uk
Postal Address: Shakespeare Road, Colchester, Essex, CO3 4HH
Phone: +44 7407 184948