Refund and Return Policy
Scope
This policy applies to all goods bought from Three Oaks Distillery by consumers — including our Premium Welsh Gin, Vodka and Dark Rum and any gift sets — whether bought in person at our Ammanford distillery, at markets and events, or at a distance through thethreeoaksdistillery.com, by telephone or by post. It sits alongside your legal rights and does not replace them. Nothing in this policy limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This policy covers goods bought directly from us. If you bought our spirits from a shop, bar, online marketplace or other retailer, your contract is with that seller and you should contact them about a return or refund. Your statutory rights are unaffected, and we will always help a retailer resolve a genuine product fault.
Faulty, damaged or incorrect goods
We will always put right goods that arrive broken, defective, or that are not what you ordered. This applies to every purchase, however and wherever you bought it.
If you tell us within 30 days of receiving the goods that they are faulty or damaged, you may choose a full refund or replacement. After 30 days, and for six months from delivery, we will offer a replacement in the first instance; if that is not possible or does not resolve the fault, you may then claim a refund, which we may reduce to reflect the use you have had.
Where goods were bought as a gift, the cancellation and refund rights belong to the person who placed the order, and any refund is made to their original payment method. We are happy to deal with the recipient about a replacement for a faulty or damaged bottle, and to arrange a replacement discreetly where you would rather the buyer were not troubled.
We pay the cost of returning faulty, damaged or incorrect goods. Please do not dispose of a damaged bottle or its packaging before contacting us, and where it is safe to do so please send us a photograph.
Purchases made in person
If you bought from us face to face (at our distillery shop, a market stall, a tasting or any other event) we do not accept returns or exchanges of goods simply because you have changed your mind, no longer want the item, or do not care for the taste. Returns of in-person purchases are accepted only where the goods are broken, defective or not as described, as set out in section 2. This is a commercial policy and does not affect your legal rights in respect of faulty goods.
Purchases made online, by telephone or by post
Where you buy from us at a distance you have a legal right to cancel your order within 14 days without giving a reason. That period ends 14 days after the day on which you (or someone you nominate) receive the goods; where an order is delivered in more than one consignment, it ends 14 days after you receive the last item.
To cancel, tell us in writing before the 14 days expire. You may use the online cancellation form at https://thethreeoaksdistillery.com/cancellation-form/, or the model cancellation form sent to you with your order confirmation, or simply email, telephone or write to us using the details in section 9. Any clear statement that you have decided to cancel is enough — you do not have to use our form. Where you cancel using the online form, your cancellation takes effect as soon as you submit it, and we will acknowledge receipt by email without delay. You must then return the goods to us within 14 days of telling us you are cancelling. Because the goods are alcohol, they must be unopened and with their seals intact when returned.
You are responsible for the cost of returning cancelled goods unless we have agreed otherwise or the goods are faulty. Given the nature of our products, we ask that you return bottles in their original packaging or equivalent protective packaging, and we recommend a tracked and insured service — you bear the risk of loss or damage in transit.
We may reduce your refund to reflect any handling of the goods beyond what is necessary to establish their nature, characteristics and functioning. Opened bottles, broken seals, and bottles from which any product has been consumed will be treated as handled beyond inspection, and we may withhold all or a substantial part of the refund accordingly.
Experiences and bookings
Our Tasting & Blending Experience, and any other tour, tasting or visit booked through thethreeoaksdistillery.com, is a contract for a service to be provided on a specified date, not a contract for goods. Where a service is booked for a specific date or period, the 14-day cancellation right does not apply. Instead, our booking terms are these: you may reschedule or cancel for a full refund if you give us at least 7 days’ notice before the booked date; with less notice we may retain the booking fee, though we will always try to move you to another date where we can. If we have to cancel or postpone, you may choose a full refund or an alternative date.
Gift vouchers for an Experience are different. Because no date has been fixed when a voucher is bought, a voucher bought online may be cancelled for a full refund within 14 days of purchase, provided it has not been redeemed. Vouchers are valid for 12 months from the date of issue and cannot be exchanged for cash. Once a voucher is used to book a specific date, the booking terms above apply.
Any spirit you blend to your own recipe during an Experience is made to your specification and personalised to you. Once blended and bottled it cannot be returned, exchanged or refunded because you have changed your mind or do not care for the result. If a bottle is faulty, leaks, or is damaged before you leave the distillery, we will replace it or refund it under section 2.
Goods we cannot accept back
The 14-day cancellation right does not apply to goods made to your specification or clearly personalised, including bottles with bespoke labelling, engraving, custom cask allocations, and spirits blended to your own recipe at one of our Experiences, or to goods that are liable to deteriorate or expire rapidly. It also does not apply to sealed goods that are not suitable for return once unsealed for health protection or hygiene reasons and which have been unsealed after delivery.
Refunds
Where you cancel a distance order, we refund all payments received from you, including standard outbound delivery costs, within 14 days of receiving the goods back or of your supplying evidence that you have sent them, whichever is earlier. If you chose a delivery service more expensive than our standard option, we refund the standard cost only. Refunds for faulty goods are made within 14 days of our agreeing the refund. All refunds are made to the original payment method.
Age verification and delivery
It is an offence to sell alcohol to anyone under 18. We do not deliver to, or accept returns from, persons under 18, and our carrier may require proof of age on delivery. If a delivery is refused because no one of legal age is available to receive it, we will contact you to arrange redelivery; repeated failed attempts may be treated as a cancellation, in which case we will refund the price of the goods less our reasonable delivery costs.
How to contact us
Email: info@thethreeoaksdistillery.com.
Telephone: 01269 506444.
Post: Returns, Three Oaks Distillery, ExCAL House, Capel Hendre Industrial Estate, Capel Hendre, Ammanford, Carmarthenshire, SA18 3SJ.
Please quote your order number and, where relevant, describe the fault.
Your statutory rights
Nothing in this policy affects your statutory rights. If we cannot resolve a complaint, you may refer it to an alternative dispute resolution provider or seek advice from Citizens Advice.