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DELIVERY & RETURNS POLICY (TRADE)

DELIVERY & RETURNS POLICY (TRADE)

Who this applies to

This policy applies to trade/business customers. If you’re a consumer, please see “Consumer Returns & Cancellations” below (your statutory rights are unaffected).

Delivery charges & free-delivery thresholds — at a glance

  • London postcodes: Free when your order subtotal is over £300 ex VAT (£360 inc VAT). Otherwise £10 inc VAT per order.
  • Rest of UK: Free when your order subtotal is over £800 ex VAT (£960 inc VAT). Otherwise £10 inc VAT per order.

Quick examples

  • London order £310 ex VAT → Free
  • London order £250 ex VAT → £10 inc VAT
  • Rest of UK order £780 ex VAT → £10 inc VAT
  • Rest of UK order £800 ex VAT → Free

Notes & exceptions

Remote/offshore areas (e.g., Highlands & Islands), palletised/bulky consignments, timed/expedited services, and re-deliveries may attract a surcharge (quoted at order). All charges are exclusive of VAT unless stated.

Delivery timing

We’ll confirm an expected delivery window after we accept your order. Delivery dates and times are approximate and not guaranteed.

Next working day delivery (eligible areas only)

Orders we accept by 12:00 (midday UK time) on a working day are usually dispatched for delivery on the next working day, subject to stock, courier capacity and your delivery postcode. Orders placed or accepted after 12:00, or on a non-working day, are treated as received on the next working day.

Customer collections (trade)

Collections are by prior arrangement only from:

Speciality Drinks Ltd

T/A The Whisky Exchange

Elixir House, Whitby Avenue

Park Royal

London

NW10 7SF

United Kingdom

  • Collection window: Collections can usually be made between 10am and 5pm (UK time), Monday to Friday (excluding UK public holidays).
  • Same-day collection cut-off: For same-day collections, the cut-off time is 4pm. Orders placed or accepted after 4pm will normally be available for collection on the next working day.
  • Confirmation required – please do not arrive without it: Customers must not come to collect until we have confirmed that the order is ready for collection. We may not be able to release goods that have not yet been picked and checked.

Failed delivery / re-delivery

If delivery is attempted and not accepted, storage and/or re-delivery charges may apply.

Returns (change-of-mind / over-ordered) — trade

  • RMA required: prior written approval and an RMA before sending goods back.
  • Window & fee: request within 14 days of delivery; 15% restocking fee.
  • Condition: unopened, original packaging, and re-saleable.
  • Carriage: customer pays return carriage and bears risk (unless confirmed faulty).
  • Exclusions: no returns of bespoke/special-order, clearance, or perishable/temperature-sensitive goods (unless faulty).

Damaged / short delivery / faulty

Notify us within 24 hours with details (photos where possible). We’ll repair, replace or refund per our warranty process.

Updates

We may update this Policy; updates apply to orders we accept after the stated effective date.

CONSUMER RETURNS & CANCELLATIONS — WEBSITE

Who this applies to

This page is for consumers (non-business customers). It explains your rights when you buy from us online or by phone (distance sales).

Changing your mind (cooling-off)

  • You can cancel within 14 days of delivery, for any reason. Then you have another 14 days to return the goods. We’ll refund within 14 days of receiving the goods back or receiving proof you’ve sent them. We refund the basic outbound delivery (if you chose a faster method, we refund up to the basic rate).
  • Return postage: you pay the cost of returning the goods if we told you this before you bought (we do).

Faulty or damaged items

  • If an item is faulty/not as described, you have a 30-day short-term right to reject for a full refund. After 30 days, you’re entitled to a repair or replacement (and, if that fails, a refund).

How to cancel/return

  1. Tell us you’re cancelling (email is fine).
  2. Pack items securely and include your order number.
  3. Use a tracked service and keep proof of postage.
  4. We’ll process your refund as above once we receive the goods or your proof.

Exceptions (where the 14-day cancellation may not apply)

  • Personalised or bespoke goods, perishables, and sealed goods not suitable for return if unsealed for health/hygiene reasons (once unsealed) — statutory exceptions apply.
  • Alcoholic beverages where delivery cannot take place for 30+ days and the price depends on market fluctuations beyond our control (e.g., long-dated pre-orders).

This page summarises your key rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. It doesn’t reduce or replace your statutory rights.

Returns address & contact

Speciality Drinks Ltd

T/A The Whisky Exchange

Elixir House, Whitby Avenue

Park Royal

London

NW10 7SF

United Kingdom

+44 (0)20 8838 9444

[email protected]

Last updated: February 2026