Last Updated: June 2026
Welcome to Whisky Cart (www.whiskycart.co.uk). We take great pride in the premium quality of our whiskies and barware. Because we sell age-restricted, high-value liquid goods, we enforce a strict but fair policy to comply with UK law and ensure customer safety.
Please read our guidelines below regarding deliveries, cancellations, and returns.
1. Age Verification & Delivery Policy
🔞 Adult Signature Required (18+)
- ID Verification: By UK law, alcohol can only be sold and delivered to individuals aged 18 or older.
- Challenge 25: Our delivery partners operate a strict Challenge 25 policy. The package will never be left on a doorstep, in a “safe place,” or delivered to a minor under any circumstances.
- Adult Presence: An adult must be physically present at the delivery address to sign for the order. They must provide valid photo identification (such as a passport or UK driving licence) if requested.
Failed Deliveries & Return Charges
- Customer Absence: If a delivery fails because no adult is present to accept and sign for the package, the courier will attempt redelivery based on their standard schedule.
- Return to Sender: If the courier is continually unable to complete the delivery and the package is returned to our warehouse, the customer is responsible for the return shipment fee.
- Deduction from Refund: The actual cost of returning that failed delivery to us will be automatically deducted from your final order refund.
2. Damaged, Defective, or Incorrect Orders
Inspection Upon Arrival
- Do Not Accept Damaged Items: Glass and liquids are inherently fragile. You must inspect the outer packaging before signing for it. If you see or smell any signs of leakage, or hear broken glass, do not accept the product from the courier. Refuse the delivery immediately so it can be automatically returned to us at no extra cost to you.
- Reporting Internal Damage: If you accept the parcel and find transit damage after opening it, you must report it to our customer support team at info@whiskycart.co.uk within 48 hours of delivery.
- Evidence Required: You must provide clear photographic evidence of the damaged packaging, the bottle, and the intact seal. Do not dispose of the bottle or packaging until our support team confirms it is safe to do so.
Faulty Goods (Statutory Rights)
- Under the UK Consumer Rights Act 2015, if a product is legally faulty (e.g., corked, tainted, or entirely misdescribed), you are entitled to a full refund or replacement within 30 days of receipt.
3. Unwanted Goods & Changing Your Mind (14-Day Cooling-Off Period)
Under the UK Consumer Contracts Regulations, online shoppers have a legal right to cancel their order within a 14-day cooling-off period without giving a reason.
Strict Return Conditions
- Opened Products Cannot Be Returned: Due to health protection, food safety, and hygiene regulations, if a product is opened, it cannot be returned under any circumstances. The outer box seal, bottle capsule, cork, or screw cap must be completely unbroken and untampered with.
- Resaleable Condition: Unwanted products must be in their original premium gift boxes, intact, and in 100% resaleable condition.
Timeline for Returns
- Notify Us: You must inform us of your decision to cancel by emailing info@whiskycart.co.uk within 14 days of receiving your goods.
- Return Shipment: Once authorized, you have an additional 14 days from your notification date to physically return the items to our specified return address.
4. Return Shipping & Customer Liability
Shipping Costs & Mandatory Tracking
- Customer Responsibility: Unless an item was sent in error or arrived damaged, the customer must pay all costs for returning unwanted goods. Original standard shipping fees (if any were paid) will be refunded, but enhanced/express delivery charges are non-refundable.
- Mandatory Shipping Method: To protect yourself against loss, you must return items using a secure, tracked, and “Signed For” postal or courier service. Ensure your chosen courier network permits the transit of high-proof alcohol and fragile glass items.
Damage During Return Transit
- Customer Liability: Return items remain your legal property and responsibility until they physically arrive at our warehouse. If the product is damaged or broken while being returned, the customer is held fully responsible for its cost.
- No Refund for Broken Returns: In this event, no refund will be issued by Whisky Cart, and you will need to claim the value back directly from your courier provider. Please ensure bottles are wrapped in heavy bubble wrap or equivalent air-filled protective packaging before sending.
5. Refund Processing
- Timeline: Once your return item is received and inspected at our warehouse, we will process your refund within 14 days.
- Payment Method: Refunds are strictly issued back to the original payment method used during checkout.
- Diminished Value: We reserve the legally permitted right to reduce or deny a refund if the returned item shows signs of handling beyond what is necessary to inspect it (e.g., scuffed labels, ripped presentation boxes, or compromised cork seals).
6. Contact & Support
For return authorisation, address verification, or delivery queries, contact our dedicated customer support team:
- Email: info@whiskycart.co.uk
- Customer Service Lines: +44 7575348933