Returns & Cancellations

Returns Policy

We want you to be entirely pleased with your order and it is our aim to ensure that all items supplied to our customers arrive in perfect condition. We offer you the right to cancel your order at any time without being charged for the goods ordered (other than specified non-returnable products, personalised products and/or perishable products).

If, upon arrival you are unhappy with any of the products ordered we will refund your money or exchange the products as long as you inform us of your intention to return the products within 14 working days from the date of your order being delivered. However we are only able to reimburse the cost of returning items where the items were damaged, defective or delivered in error.

Any product(s) being returned must be returned to us in the condition in which it was received, in the original packaging and with an unbroken seal. All refunds will be paid within 30 days of the date that you notified us of your intention to return the product(s).

Please note that not all of the items for sale on our website (or in-store) are new. Some items may have been purchased at auction and may be many years old. Product images on the website are intended for illustrative purposes only and may not be exact representations of the item in stock however we strive to represent the products as accurately as possible (particularly for historic, antique and/or discontinued products, which may not be in perfect condition). Please also be aware that batch numbers, vintages and bottling dates are often (especially those associated with Independent bottlers or smaller companies) subject to change. If such an event occurs we will strive to inform you before the item is shipped.

Returning Items

The consignee is responsible for the cost of returning products to us unless the items being returned were defective, damaged or delivered in error. The consignee is also responsible for insuring all returns as any item damaged during shipment back to us may be claimed by us against you.

The consignee is responsible for any Credit Card, Debit Card or PayPal  handling fee charges incurred by RWM due to the return of the ordered product.

Please return all items to the following address:

Robbie’s Drams
3 Sandgate
Ayr
KA7 1BG
South Ayrshire
Scotland

For all returns, please follow the following instructions to ensure that the products are received in perfect condition and your returns can be processed quickly:

  1. Return a copy of your invoice to us with the items that you are returning highlighted. Please note the quantity and reason(s) for return against each item on your invoice.
  2. Pack and seal your return securely, in the original packaging, and include the completed invoice.
  3. Affix your return shipping label to the packaging. Make sure no other address labels are shown.

Cancellations

All non-business customers (i.e. those customers who are not purchasing either wholly or in part for business use) have a right to cancel a contract ("Contract") in which they purchase merchandise ("Products") from us or withdraw their offer to purchase the Product(s) as applicable, at any time up to 14 working days from the date of your order being delivered ("The Cancellation Period") unless the order includes products that have been personalised or that we have specified the products as being non-returnable.

To cancel your order you must notify us in writing before the expiry of the cancellation period. If you have already taken delivery of the order you should return the product(s) to us. Unless the items being returned were delivered in error or the items were damaged or defective, you will be liable for the full cost of returning the product(s) and will be responsible for any damage to the product(s) until we acknowledge receipt of the products. As such, you should ensure that the product(s) are adequately insured. You have a legal responsibility to keep the product(s) in your possession and to take reasonable care of the products until you return them to us. Should the product(s) show signs of damage or tampering we may have a right against you for compensation. We retain the right to arrange for collection of the product(s) at your cost in the event that you have not returned the product(s) within 30 days of your notice of cancellation.

Exchanges & Returns

We are happy to exchange product(s) as long as we are informed of your intention to return the product(s) within 14 working days of the goods being delivered and where you accept the cost of returning the item and insurance where appropriate. A full refund will only be given where the goods are received in the same condition as when they were shipped by us.

Please note that if you are exchanging a product that is more than the value of the replacement product, we will refund the difference via your original payment method.

If you are exchanging a product that is less than the value of the replacement product, additional payment will be required.

Upon exchanging a product, you will be liable to pay a new shipping and handling charge. Please retain your original invoice as this may be asked for as proof of purchase. We will bill your credit card for the new merchandise and process your credit for returned merchandise as soon as we receive it.