Returns & Refunds Policy

Damaged or Defective Goods

Our courier partners re-pack your items and continue with the delivery of your order. In some cases, you will not receive your delivery as the goods may be excessively damaged.

In the event of receiving a damaged product, if the product is broken or has leaked, you can refuse to sign for it upon delivery. If you have opened the package, then the following procedure will apply:

1. You must provide photographic evidence of all item(s) to our customer support team within 7 working days of the goods being delivered according to parcel tracking details.
2. We will either issue you a partial/full refund for the cost of the item, via your original payment method or a store credit, depending on the severity of the damage. Alternatively, we may arrange the collection of the damaged item(s) and send out replacement item(s). You can discuss these options further with our customer support team.

Incorrect Goods

In the event of receiving an incorrect product, the following procedure will apply:

1. Provide photographic evidence of all item(s) to our customer support team within 7 working days of the goods being delivered according to parcel tracking details.
2. Should you wish to keep the incorrect item, we will issue you a refund for the difference in the cost of the item ordered and the cost of the item received.
3. Should you wish to receive the correct item, we will arrange a collection or a returns for the incorrect item and resend the correct item. In this instance, the collection or return must be made and received back at our address before we can arrange the resend.

4. If we've arranged a resend for you and failure to return the incorrect item or refusal of collection within 7 working days will result in you in being charged for the item received.

Unwanted Goods

You have up to 14 days from the delivery of your goods to return an unwanted product back to DrinkSupermarket, even if the product you ordered is part of a multiple-item delivery.

You will be responsible for:

1. Not opening the container or removing any seals as part of the container 
2. Keep intact any accessory or details associated with the container 
3. Completing the returns form
4. Re-pack all containers as they were received.
5. Receive authorisation from our customer support team.
6. All postage costs, including the cost of us arranging for the goods to be collected from you.

Your refund will be made to your original payment method, or a store credit will be applied to your account, within 7 working days of us receiving goods back to our address. We will not reimburse for the cost of sending back the goods, and a 20% restocking fee will be deducted from the total refund.

Returns address:

DrinkSupermarket

262-263 Water Road

Wembley

Middlesex

HA0 1HX

Non-returnable Items

1. For health and safety purposes, we are unable to accept returns on any soft drink, non-alcoholic beverages, or any other product with less than 9% alcohol content.
2. If any item was on offer or promotion and advertised as short-dated or out-of-date.
3. We are unable to accept or refund any products that have been engraved or personalised. We will only accept liability if engraved messages are incorrectly applied or products are damaged. Under no other circumstances are we able to issue a refund.

Download our returns form.

Out-of-date / Short-dated Goods

In the event of receiving an item that is out-of-date or short-dated (30 days from the Best Before Date (BBD) or Best Before Enjoyment (BBE) date product, the following procedure will apply:

1. Provide photographic evidence of all item(s) to our customer support team within 7 working days of the goods being delivered according to parcel tracking details.
2. Should you wish to keep the item, then our customer support team will discuss a goodwill gesture with you by way of a discounted refund.
3. Should you wish to return the item, we will arrange a collection for the item and resend a suitable replacement at no cost to you.
4. In the event a replacement is not available, then we will refund you.

As a general rule with beverages, Best Before Enjoyment (BBE) does not mean the item is out-of-date like the 'Use-by' date; it generally means that the item could possibly be passed its optimum taste but is still safe to consume. Refrigeration or careful storage will increase the longevity of products. For example, storing beer and red wine in a cool, dark place.

Note: If the item you received was advertised as short-dated or was on promotion at the time of purchase, then we will NOT accept any returns or issue any refunds.

Failed Deliveries / Non-Collected Items

In the event your goods were not delivered because you had not collected them from the parcel depot, or the goods were returned back to us due to incorrect delivery details being provided, or if you were not available to sign for the goods, then the following procedure will apply:

1. We will refund you for the cost of items received back at our address. You will not be refunded for any shipping charges if they were paid on your original order.

2. Should you want your items, then you are welcome to place a new order. Alternatively, you can pay for the cost of resending the items to you. Our customer support team will confirm this cost with you.

3. If your original order was placed using our free delivery service, then we will deduct £10 from your refund if you no longer require the goods.

4. No restocking fee will apply.