Refund policy

We want you to love your whisky glasses and enjoy them with confidence. Please take a moment to read our Refunds and Returns Policy carefully, as it outlines your rights and obligations when purchasing from us.

 

Damaged or Broken Items During Delivery

We take the greatest care in packaging our glassware. However, if your order arrives damaged, please notify us within 7 days of delivery by sending us clear photos of:

  1. The damaged item(s)
  2. The packaging (inside and outside)

Upon review, we will arrange a replacement item at no extra cost to you.

We may request that the damaged item(s) be returned to us before a replacement is sent. If required, we will provide instructions for the return shipping process.

 

Return & Exchange Requests

  • If there is an issue your purchased products, you may request a refund within 7 days of receiving your order.

  • To be eligible for an exchange, items must be returned in their original condition and packaging, unused, and without any signs of wear.

  • Once we receive and inspect the returned items, we will process your refund (excluding original shipping costs) to your original payment method.


Exceptions and Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on glassware that has been used. 

Custom, personalised, or sale items are not eligible for refund unless required by law.


Compliance with Australian Consumer Law

Our policy is designed in line with the Australian Consumer Law (ACL) and your rights under the Australian Competition and Consumer Commission (ACCC) guidelines.

  • You are entitled to a replacement or refund for a major failure of goods.
  • You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

  • This policy does not limit your rights under Australian Consumer Law.


How to Start a Return or Replacement

To request a refund or replacement, please contact our customer service team by submitting a request at our contact us section. One of our team members will reach out to you about your request and request any additional information if required. Be sure to include your order number, and a description of the issue to help expedite the process.