What to do if there's a problem with your order.
Orders can be cancelled free of charge before they are dispatched. Once an order has left our facility for delivery, it can no longer be cancelled. To cancel an order, contact us as soon as possible via phone or WhatsApp with your order details.
If any bottle in your order arrives damaged, leaking, or with a broken seal, please contact us within [X hours/days] of delivery with a photo of the affected product. We will arrange a replacement at no additional cost once verified.
If you receive the wrong product or an incorrect quantity, let us know within [X hours/days] of delivery so we can correct it — either through a replacement delivery or an adjustment to your invoice.
As packaged food and beverage products, bottles that have been opened, tampered with, or are past their best-before date are not eligible for return or refund, except where the product was defective at the time of delivery.
Where a refund is agreed instead of a replacement, it will be processed to the original payment method within [X business days] of the issue being confirmed. [Confirm actual refund timeline and method with client.]
Bulk and distributor orders may be subject to separate terms agreed at the time of the order, including minimum quantities and delivery schedules. Any such terms will be confirmed directly with you before the order is processed.
To report a problem with an order, contact us with your order details, delivery date, and (where relevant) a photo of the issue:
We aim to respond to all order issues within [X hours] during business hours (Mon–Sat, 10:00 AM – 6:00 PM).