Returns Policy

We want every bottle to reach you in perfect condition. If something goes wrong, or you change your mind, this page explains what to do. For delivery information, see our Shipping Policy.

At a glance

• You can cancel an order any time before it is dispatched.
• Check your delivery when it arrives. Do not accept a parcel that looks damaged.
• Tell us about damaged, faulty or incorrect items straight away, with photos, and do not break the seal.
• You can return unwanted items within 14 days of delivery.
• We refund to your original payment method, usually within 10 working days of receiving the return.

• To cancel an order, email [email protected] as soon as possible with your order number. If the order has not been dispatched, we will cancel it and refund you in full. Our office hours are 9am to 5pm, Monday to Friday.
• To cancel part of an order (for example one bottle from two), or to change an order in any other way, email us before it is dispatched. We may need to cancel the whole order so that you can place it again.
• We cannot swap one product for another. Cancel or return the item, then place a new order.
• Once an order has been dispatched, the returns process below applies.

Please check your parcel as soon as it arrives. If the packaging looks damaged, do not accept the delivery.

If an item arrives damaged or faulty, or we sent the wrong item:

1. Email [email protected] straight away with your order number.
2. Do not break the seal on the item. Opening it may affect your refund.
3. Take photos of the item and packaging, touching them as little as possible. We will ask for photographic proof that the item was damaged or faulty before it was opened.

We will refund the item and the original delivery charge, and cover the cost of returning it to us.

If you are unhappy with your order for any other reason:

1. Tell us by email at [email protected] within 14 days of delivery.
2. Send the items back within 14 days of telling us.
3. Items must be unopened, in their original condition and well packaged to prevent damage in transit.

We refund the price of the items and the standard delivery charge you paid. You pay the cost of returning the items to us.

Pack the items securely and include your order paperwork, or a note with your name, address and order number, so that we can identify your order.

Send returns to:

Mail Order Returns
William Cadenhead Limited
9 Bolgam Street
Campbeltown
Argyll
PA28 6HZ

We recommend a tracked service. We cannot refund items lost in transit on their way back to us.

• We refund to your original payment method once the returned items arrive at our warehouse in Campbeltown.
• Refunds usually take up to 10 working days to process, often sooner.
• If an item is returned because it was damaged, faulty, incorrect or delivered to the wrong address by us, we refund the delivery charge too.
• We may reduce a refund if an item has lost value because it was handled in a way that would not be allowed in a shop (for example opened), or was damaged on its way back to us because it was poorly packaged.

Personalised or made-to-order items cannot be returned unless they are faulty. For these orders, we confirm the details with you before dispatch.

• Changing your booking: contact us at least 24 hours before your booking to change the date or time.
• Cancelling: we refund bookings cancelled at least 48 hours before the start time. We cannot refund cancellations made later than that, or missed bookings.
• Arriving late: if you arrive more than 10 minutes after the start, you may not be able to join, and the booking cannot be refunded. We will try to fit you onto a later session.
• Discount codes cannot be added after a booking is made. To use a code, cancel and rebook.

Details to follow.

Ballot entries are placed as pre-orders. When you place a pre-order we only check that your card is valid: no money is taken or held until the release is ready to dispatch. If a ballot entry is not successful, nothing is charged.

Details to follow.

We may cancel or refuse to deliver an order, and may tell the police, if we believe someone is trying to obtain goods by fraud or otherwise break the law.

If your question is not answered here, email [email protected] and we will help. For situations not covered above, we are happy to talk through the options case by case, although this does not guarantee a refund.