Refund policy

Returns

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines, cannot be returned.

We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. This also includes, but is not limited to alcohol, tobacco and vape products as well as certain face masks or sterilised equipment.

For ease of clarity, a refund will only be granted if;

If an item from delivery is:

  • Substituted and unwanted

  • Missing

  • Short in their ‘use by’ date (within 48 hours of delivery only)

  • Damaged

If this is the case then please use our request your refund by emailing us at: orders@off-licence.online


Our policy lasts 24 hours. If 24 hours have gone by since your purchase, unfortunately we can’t offer you a refund or exchange, however we may offer a store credit at our discretion.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 


To complete your return, we require a receipt or proof of purchase.


Do not send your purchase back to the manufacturer. All returns must be done via Off-licence.online and our appropriate channels.

There are certain situations where only partial refunds are granted (if applicable) 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 14 days after delivery 

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@off-licence.online 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable) 
We only replace items if their packages are damaged or they are short dated (within 48 hours of delelivery). If you need to exchange it for the same item, send us an email at orders@off-licence.online or give us a call and confirm your collection time when we can collect your return.

You will be responsible for delivery costs for returning your item. Delivery costs are non-refundable. If you receive a refund, the cost of return delivery will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.