Refund policy

💳 Returns & Refunds Policy

We want you to be completely satisfied with your order. This policy explains your rights and how we handle returns and refunds.

1. Damaged or Incorrect Items

If your order arrives damaged, broken, or incorrect, please contact us within 48 hours of receipt. We may request:

• Photos of the damaged packaging or product
• A description of the issue

We will offer a replacement or full refund including any delivery charges.

2. Unwanted Items (Change of Mind)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving it.

To be eligible for a return:

• Items must be unopened, unused, and in original packaging
• You must notify us in writing at bottleshop@martinandmalthouse.co.uk before returning the item

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

3. Non-Returnable Items

We cannot accept returns for:

• Opened bottles or used products
• Items not in their original condition
• Items returned after 14 days without prior notice

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

• Refunds will be issued to your original payment method
• Please allow 5–10 working days for processing

5. Cancellations Before Dispatch

If you wish to cancel your order before it is shipped, please contact us as soon as possible. We cannot cancel once an item has been dispatched.

6. Contact Us

If you have any questions or need to initiate a return:

📧 bottleshop@martinandmalthouse.co.uk
📍 3A Baytree Court, The Chipping, Tetbury GL8 8EU