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Returns & Refunds Policy

We want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights to cancel, return, or request a refund for products purchased through www.welshshepherdspirits.com. It should be read alongside our Terms and Conditions of Sale.

Your Right to Cancel (Change of Mind)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. 

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To be eligible for a change-of-mind return, your item must be:

  • Unopened, with the original seal intact.

  • Unused and in its original condition.

  • Returned in its original packaging.

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As our products are sealed alcoholic beverages, we cannot accept change-of-mind returns where the bottle seal has been broken.

How to Cancel Your Order

If you wish to cancel your order:

  1. ​​Email info@welshshepherdspirits.com within 14 days of receiving your order, stating that you wish to cancel.

  2. We will acknowledge your request and provide instructions for returning the goods.

  3. Unless otherwise agreed, you are responsible for the cost of returning the goods.

  4. Once we receive the returned goods and confirm they meet the return conditions, we will issue your refund within 14 days using your original payment method.

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Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, or it is not what you order, you are entitled to a repair, replacement or refund in accordance with the Consumer Rights Act 2015. 

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The condition of the bottle seal does not affect your statutory rights where a product is faulty or has been supplied incorrectly.

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If there is a problem with your order, please:

  • ​​Contact us as soon as reasonably possible, ideally within 48 hours of delivery.

  • Email info@welshshepherdspirits.com with your order number and, where possible, photographs showing the fault or damage.

  • We will review your claim and aim to respond within 5 working days.

  • Where a return is required, we will reimburse reasonable return postage costs.

  • Approved refunds will be processed within 14 days using your original payment method.

Non-Returnable Items

For hygiene, safety and legal reasons, we cannot accept returns or offer refunds for:​

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  • Any bottles where the seal has been broken or tampered with, unless the product is faulty.

  • Products showing signs of use beyond opening the outer packaging for inspection.

 

This does not affect your statutory rights regarding faulty, damaged, or misdescribed goods.

Refunds

All refunds are made using the original payment method

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Refunds for change-of-mind cancellations will be processed within 14 days of receiving the returned goods. 

Refunds for faulty, damaged, or incorrect products will be processed within 14 days of confirming your entitlement to a refund. 

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Please allow a few additional working days for the refund to appear in your account, depending on your bank or card provider.

Delivery Charges 

If you cancel your entire order under your statutory right to cancel, we will refund the original standard delivery cost you paid. If you selected a premium or expedited delivery option, we will only refund the cost of our standard delivery service. 

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Where goods are faulty, damaged or supplied incorrectly, we will refund your original delivery charge in full along with any reasonable return postage costs.

Age-Restricted Deliveries

Alcohol may only be delivered to persons aged 18 or over. If delivery cannot be completed because acceptable proof of age is not provided when requested, the goods will be returned to us. 

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In these circumstances we may:

  • Contact you to arrange a further delivery where appropriate; or

  • Issue a refund minus any delivery costs already incurred, at our discretion.

How to Start a Return

Please contact us before returning any goods. 

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Email: info@welshshepherdspirits.com

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Please include:

  • Your order number

  • The reason for return, where appropriate

  • Photographs where applicable

 

Please do not return goods without contacting us first as this may delay the processing of your return or refund.

Your Statutory Rights

Contact Us

Nothing in this Returns & Refunds Policy limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation. 

If you have any questions about this policy, please contact us at: info@welshshepherdspirits.com

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This policy was last updated on 8th July 2026

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