Draft for legal review, 11 September 2026.
We sell alcohol, and alcohol cannot be returned once it has left our hands. That sounds unhelpful, so here is the short version: check your order at the door, before you pay and before the driver leaves. Anything wrong at that moment, we fix at that moment.
Alcohol is not returnable
Once an order has been handed over and accepted, we cannot take alcohol back, exchange it or refund it. This is not a choice we make; a licensed retailer cannot resell alcohol that has been out of its custody. The same applies to any chilled or perishable item we deliver alongside it.
This does not affect your rights where something we delivered was damaged, faulty, out of date, or not what you ordered.
Check at the door
The driver will wait while you check. Please open the bag and look at what is in it.
- A bottle is broken, leaking, or the seal is damaged. Hand it back. The driver takes it away and it comes off your bill on the spot.
- It is the wrong item, the wrong size or the wrong quantity. Hand it back. The driver takes it away and it comes off your bill on the spot.
- Something is missing. Tell the driver before you pay. You pay only for what you actually received.
- You changed your mind about an item. Tell the driver before you accept it and it comes off the bill. Once you have accepted it, it is yours.
- You want to refuse the whole order. You can. The driver takes it back and you pay nothing.
Because you pay at the door and not online, none of this needs a refund to be processed. The amount the driver collects is simply the corrected amount.
If you find a problem after the driver has gone
Call 19131 the same day, or the next working day at the latest. Keep the item, the packaging and your order number, and be ready to send us a photograph.
Where we accept the item was faulty, damaged before it reached you, out of date or not what you ordered, we will either send a replacement on our next run to your area, or refund what you paid for that item. Which of the two happens is your choice where we have the item in stock. We will not ask you to post anything back; if we need the item collected, our driver will collect it.
A refund goes back the way you paid. Cash is refunded in cash by the driver or as store credit if you prefer; a card payment is reversed to the same card; an Instapay payment is transferred back to the account it came from. Allow up to 14 days for a card reversal to appear on your statement — that part is the bank’s timing, not ours.
What we cannot accept
- Alcohol you have opened, part-consumed, decanted or stored yourself, unless the fault was there before it was opened.
- An item reported to us long after delivery, where we cannot tell what happened to it in between.
- A complaint that the drink was not to your taste. We are always happy to advise before you buy — call the hotline and ask.
- Damage caused after you took delivery.
Cancelling before delivery
You can cancel any order at no cost up until it leaves with the driver. Call 19131 or use Contact Us. Once the order has been dispatched it is quicker to simply refuse it at the door.
We may cancel an order ourselves — if we cannot verify that you are 21 or over, if nobody at the address can show photo ID, if the delivery date turns out to be a restricted date, if the address is outside our service areas, or if an item is out of stock. You pay nothing in any of these cases.
Rewards points
If an order is cancelled or refunded, the points you earned on it are taken back, and any points you spent on it are returned to your balance. If part of an order is refunded, the points follow the money.
Still not right?
Call 19131. Tell us the order number and what happened. We will give you a decision, not a form.