At Last Drop Direct, we want you to be completely satisfied with your purchase. If there is a problem with your order, we will work with you to resolve it as quickly and fairly as possible.
This Returns & Refunds Policy explains your rights and the procedures for reporting damaged, incorrect or faulty goods.
1. Your Consumer Rights
Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
If goods are faulty, damaged, not as described or incorrect, you may be entitled to a replacement, refund or other appropriate remedy.
2. Cancelling an Order
If you wish to cancel your order, please contact us as soon as possible.
Orders may be cancelled without charge provided they have not yet been dispatched.
Once an order has been dispatched, it may no longer be possible to cancel it.
3. Damaged Goods
If your order arrives damaged, please notify us as soon as reasonably possible after delivery.
To help us investigate the issue, we may ask you to provide:
• Your order number.
• Photographs of the damaged item(s).
• Photographs of the packaging.
• A brief description of the damage.
Once we have reviewed the information, we will advise you of the appropriate resolution, which may include a replacement, refund or other suitable remedy.
4. Incorrect Items
If you receive an incorrect item, please contact us as soon as reasonably possible.
We will arrange for the issue to be resolved promptly, which may include replacing the item, arranging its return or providing an appropriate refund.
5. Missing Items
If your order is incomplete or an item is missing, please contact us as soon as reasonably possible.
We will investigate the matter and, where appropriate, arrange for the missing item to be supplied or issue a refund.
6. Faulty Products
If you believe a product is faulty, please contact us with details of the issue.
Where appropriate, we may ask for photographs or additional information before determining the most suitable resolution.
7. Alcohol Returns
Due to the nature of alcoholic products and food safety considerations, we are generally unable to accept returns of alcoholic beverages simply because they are no longer wanted or have been ordered in error.
This does not affect your statutory rights if goods are faulty, damaged, incorrect or not as described.
8. Refused Deliveries
If a delivery cannot be completed because:
• satisfactory age verification cannot be obtained;
• the recipient refuses to accept the delivery; or
• the delivery address provided is incorrect,
the order may be returned to Last Drop Direct.
Where a re-delivery is requested, additional delivery charges may apply.
9. Refunds
Where a refund is agreed, it will normally be processed using the original payment method.
Please allow sufficient time for your payment provider to process the refund once it has been issued.
10. Exchanges
We do not generally offer exchanges.
Where an incorrect or damaged item has been supplied, we will work with you to provide the most appropriate resolution, which may include sending a replacement item where available.
11. How to Contact Us
If you experience any problems with your order or wish to discuss a return or refund, please contact us using the details provided on our Contact page.
Please include your order number wherever possible to help us deal with your enquiry more quickly.
12. Changes to this Policy
Last Drop Direct reserves the right to amend this Returns & Refunds Policy at any time.
Any updates will be published on this website with the effective date shown at the top of the page.
