Returns & Refund Policy

When does this policy apply?

This policy applies to all purchases made via our website. It does not apply to any sales made via any other means than our website, including sales via an intermediary retailer or wholesaler (someone reselling V rum or ancillary products). There are limitations in respect of refunds for purchases by business customers which are better explained within this policy.

Returning a purchase you have made

Please email customer.service[at]vrum.co.uk detailing why the item is being returned and whether you would like a refund or replacement, quoting your order number.

If you are a consumer (a purchaser who is an individual that has purchased any product from V Spirits Company Limited for their own personal use), you can return your order for any reason but must make us aware of your desire to return your purchases within 14 days of receipt of your order. Your purchase must be in its original condition with the packaging unopened, unless there is a product defect or it was damaged in transit. Should 14 days have passed since delivery, unfortunately we cannot offer you a refund. After confirmation that your return has been accepted, you must return the purchase within 7 days.

We do not accept returns from business customers for anything other than production defect or damage.

If the purchase has a defect or has been damaged during delivery, we will arrange collection of your purchase and agree this with you. If you are a consumer and are returning your order because you have decided you no longer want the purchase, you must cover the cost of return postage although we will refund your full purchase amount, including the initial shipping on receipt of the purchase in its original condition. Once we receive the item it will be inspected and processed. We will then confirm via email what action we have taken.

Any refund will automatically be issued to the payment method used to make the original purchase. If you have requested a replacement for all or part of your initial order and we are unable to fulfil your request, we will automatically refund you and notify you of this by email. In all cases, the items returned must be in their original condition otherwise your return or refund may be invalidated. All returns must be in suitable packaging.

Please return your purchases to:

V Spirits Company Limited, Unit 23, Parham Drive, Eastleigh, Hampshire, SO50 4NU

When we are arranging collection of your purchase or have provided pre-paid postage, we accept responsibility for the goods as soon as they are collected or dropped off at a designated point. If you are arranging to return the purchases yourself (where there is no production defect or damage during delivery), the goods are your responsibility until they reach us therefore we recommend you consider using insured and trackable postage where this is appropriate.

Any items damaged due to improper/unsuitable packaging will have a charge deducted from the refund total, this is at the discretion of our Customer Services Team, images will be provided to substantiate any deductions.

How long do refunds take?

It may take up to 10 days for a refund to appear in your account after confirmation a refund will be issued. This is often impacted by your initial payment method.

Late or Missing Refunds

If you haven’t received a refund 10 days after our confirmation it was being issued please re-check your bank account to confirm. Refunds will appear from V Spirits Company Limited or V Rum. If the refund does not appear, please first confirm with your bank or credit card issuer that there are no refunds pending.

If you are unable to identify the refund having gone through this process please contact customer.services[at]vrum.co.uk and make us aware and we shall also investigate.

Returning a gift

If the item was marked as a gift when it was ordered, you will receive a voucher code for the value of your return. Once we returned item is received, in accordance with the process outlined above, we will send a voucher code to the contact details you have provided. 

If the order wasn’t marked as a gift when it was purchased, or the gift giver had the order shipped to themselves first we will need to process this as a standard return and not as the return of a gift.

Returning items bought as part of a special offer or product bundle

If you are returning items within your order that were part of a special offer, the maximum refund amount will be the amount paid even if the current sale price for that product(s) has subsequently increased. If you are returning part of your order that was discounted because it was purchased as part of a product bundle or offer, your refund will be proportionate and will not be the current, full retail price of that item in isolation.

I have been refunded the incorrect amount

We will usually refund you what you paid for the goods but deduct the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations, there was a product defect or the order was damaged in transit. You will be responsible for paying the shipping costs of the item you are returning when you have chosen to exercise your rights under the UK Distance Selling Regulations but we will refund your order amount in full, including your initial delivery charge.

If an error has occurred please contact our Customer Services Team on customer.services[at]vrum.co.uk as soon as possible. 

Last Revised July 2023