At Last Drop Direct, we want you to be completely satisfied with your order. This policy explains your rights if you change your mind, or if something arrives damaged, faulty, incorrect or not as described.
Nothing in this policy affects your statutory rights.
Cancelling an Order – Change of Mind
If you are a consumer purchasing online, you normally have the right to cancel your order without giving a reason.
You have 14 days from the day after you receive your order to tell us that you wish to cancel. If an order is delivered in separate shipments, the cancellation period runs from the day after you receive the final part of the order.
Once you have told us that you wish to cancel, you must return the goods to us without undue delay and no later than 14 days after notifying us of your cancellation.
To cancel an order, please contact us with your name, order number and a clear statement that you wish to cancel your order.
You do not have to give us a reason.
Condition of Returned Goods
You are entitled to inspect goods in the same way that you reasonably could in a shop.
Returned goods should be kept in good condition and securely packaged for their return journey.
We may make a deduction from your refund if the value of the goods has been reduced because they have been handled beyond what is necessary to establish their nature, characteristics and functioning.
Returning Alcohol
The fact that a product contains alcohol does not, by itself, remove your statutory right to cancel an ordinary online purchase.
There is a specific legal exception concerning certain alcoholic beverages whose delivery can only take place after 30 days and whose value depends on market fluctuations outside the trader’s control. This does not generally apply to the normal products sold and delivered by Last Drop Direct.
Return Postage for Change-of-Mind Returns
If you cancel because you have changed your mind, you are responsible for the direct cost of returning the goods to us.
Please contact us before returning anything so that we can provide the appropriate return instructions.
We strongly recommend using a suitable tracked service and packaging bottles securely.
This does not apply where goods are faulty, damaged, incorrect or not as described.
Refunds Following Cancellation
When you validly cancel an order, we will refund the price paid for the returned goods.
We will also refund the cost of our least expensive standard delivery option applicable to the order. If you chose a more expensive delivery service, we are not required to refund the additional amount paid for that upgraded service.
Where we have not offered to collect the goods, we may wait until we have received the goods back or you provide evidence that you have sent them back, whichever happens first.
Refunds will be made without undue delay and within the applicable statutory time limits, using the same payment method used for the original transaction unless expressly agreed otherwise.
Damaged, Faulty, Incorrect or Misdescribed Goods
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as reasonably possible.
Please provide your order number and, where appropriate, photographs showing the problem and the packaging in which the goods arrived. This helps us investigate the issue and resolve it quickly.
Your rights in these circumstances are separate from the 14-day change-of-mind cancellation right.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Where goods do not meet those requirements, you may have statutory rights to reject them, or to receive a repair, replacement, price reduction or refund depending upon the circumstances and the time that has passed since delivery.
The statutory short-term right to reject faulty goods normally lasts 30 days.
Where goods are validly rejected because they are faulty, damaged, incorrect or not as described, Last Drop Direct will bear the reasonable cost of returning them.
Damaged Parcels
Please inspect your order as soon as reasonably possible after delivery.
If bottles or other products have been damaged in transit, please retain the products and all packaging until we have advised you what to do next.
For safety reasons, do not handle broken glass unnecessarily.
Photographs of the outer packaging, internal packaging, shipping label and damaged goods may help us deal with the matter and any claim against the carrier.
Incorrect Items
If we have sent you an item that you did not order, please contact us before returning it.
We will arrange an appropriate resolution and will bear the reasonable cost of returning an item supplied by us in error.
Exchanges
Where appropriate, we may offer a replacement or exchange.
Your statutory rights are not affected by whether an exchange is offered or accepted.
How to Contact Us
To request a cancellation, return, refund or report a problem with an order, please contact us.
Please include your name and order number so that we can locate your purchase.
Your Statutory Rights
This policy is intended to explain our returns process clearly and does not limit or exclude any rights you have under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
