Camerons Brewery Shop
Refunds, Returns & Cancellations Policy
Website: www.cameronsbrewery.shop
1. Our policy
We want customers to be satisfied with their purchases from Camerons Brewery Shop.
This policy explains your rights and responsibilities when cancelling an order, returning unwanted goods or reporting damaged, faulty or incorrectly supplied products.
Our shop sells alcoholic beverages and merchandise. Different considerations may apply depending on the type of product purchased and the reason for its return.
Nothing in this policy affects your statutory consumer rights.
2. Cancelling an order before dispatch
If you have made an error, placed a duplicate order or wish to cancel your purchase, please contact us as soon as possible.
Where an order has not yet been dispatched, we will endeavour to cancel it before shipment.
If the order has already been dispatched, you may exercise your applicable cancellation and return rights as described below.
3. Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, most consumers purchasing goods online have the right to cancel their order without giving a reason.
You may notify us of your decision to cancel at any time after placing your order and up to 14 days after receiving the goods.
Where an order contains multiple items delivered separately, the cancellation period generally ends 14 days after receipt of the final item.
To cancel, you must notify us clearly of your decision by email or another accepted written method.
You do not have to use a particular form, although a cancellation form is available on request.
Certain products may be excluded from the statutory cancellation right, as explained below.
4. Returning unwanted merchandise
Unwanted merchandise, including clothing, accessories and other eligible goods, may be returned under the statutory cancellation provisions.
You must notify us of cancellation within the applicable 14-day period and return the goods within a further 14 days after notifying us.
You may inspect or try on products to the extent reasonably necessary to establish their nature, characteristics and suitability, as you would in a shop.
Goods should be returned with their original packaging and labels where reasonably possible.
We may make a lawful deduction from your refund where handling beyond what is reasonably necessary has reduced the value of the goods.
5. Returning alcoholic beverages
Alcoholic beverages purchased online are generally subject to the same statutory 14-day cancellation rights as other goods, unless a specific legal exception applies.
If you wish to return unwanted alcoholic beverages, please contact us within 14 days of receipt.
Bottles, cans and other containers should be securely packaged for return.
Where alcohol has been opened, consumed or otherwise handled beyond what is reasonably necessary to inspect it, this may affect the amount refundable, subject to applicable law.
Please contact us before returning alcohol so that we can provide appropriate return instructions.
6. Products excluded from cancellation
Certain goods may be exempt from the statutory right to cancel, including:
- Goods made to a customer’s specifications or clearly personalised.
- Goods liable to deteriorate or expire rapidly.
- Sealed goods that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery, where the statutory exception applies.
Any applicable exception will be identified where relevant.
These exceptions do not remove a customer’s rights where goods are faulty, damaged or not as described.
7. Damaged, faulty or incorrect goods
If your order arrives damaged, faulty, incomplete or contains incorrect items, please contact us promptly.
Please provide your order number, a description of the issue and photographs where reasonably possible.
We may ask for further information to investigate the problem or arrange a return or collection.
Where goods do not comply with the Consumer Rights Act 2015, we will provide the appropriate remedy, which may include a repair, replacement, price reduction or refund, depending on the circumstances and your statutory rights.
Where goods are faulty or incorrectly supplied, Camerons Brewery Shop will bear reasonable return costs where legally required.
8. Delivery problems and missing orders
If your order has not arrived within the expected delivery period, please contact us so that we can investigate.
We remain responsible for delivery of goods until they come into your physical possession or that of a person you have identified to receive them, subject to applicable law.
If an order is lost in transit, we will arrange an appropriate replacement or refund.
If goods cannot be delivered because of an incorrect address supplied by the customer, failed age verification or another customer-related issue, we may recover reasonable, evidenced additional costs where lawful and clearly disclosed before purchase.
Any refund or deduction will be assessed in accordance with applicable consumer rights.
9. Age verification and refused alcohol deliveries
Alcohol may only be purchased by persons aged 18 or over.
Customers must provide accurate information when ordering and ensure that a person aged 18 or over is available to receive alcoholic products.
Our delivery partners may require satisfactory proof of age before handing over alcohol.
Delivery may be refused where age verification cannot be completed or there is reason to believe that supplying alcohol would be unlawful.
Where a delivery is refused, we will explain the available options, which may include rearranging delivery or returning the order.
Any additional delivery or return charges must be reasonable, lawful and consistent with the terms disclosed before purchase.
10. Return postage and packaging
Where you cancel an order because you have changed your mind, you will normally be responsible for the direct cost of returning the goods, provided this was disclosed before purchase.
We recommend using a tracked delivery service and packaging goods securely.
Please retain proof of postage.
Where goods are faulty, damaged or incorrectly supplied, we will meet reasonable return costs where legally required.
11. Refund amounts and timescales
Where you exercise a statutory right to cancel, we will refund the amount paid for the cancelled goods, subject to any lawful deduction for diminished value.
Where the whole order is cancelled, we will also refund the applicable standard outbound delivery charge. Any additional amount paid for a premium delivery service need not be refunded.
Refunds will be processed without undue delay and no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever is earlier, where the law permits us to await their return.
Where no goods have been supplied, the applicable refund deadline will be 14 days after notification of cancellation.
Refunds will normally be made to the original payment method unless the customer expressly agrees otherwise.
No refund administration fee will be charged for exercising statutory cancellation rights.
12. Duplicate purchases and ordering errors
Customers should check their basket, quantities, delivery address and payment details carefully before submitting an order.
If you believe you have accidentally placed duplicate orders or purchased incorrect quantities, please contact us promptly.
Where goods have already been dispatched, the applicable statutory cancellation and return procedures will apply.
Duplicate purchases do not automatically create an entitlement to retain the goods without payment.
13. Payment disputes
If you believe an incorrect payment has been taken or there is a problem with your order, please contact us so that we can investigate.
We will retain appropriate order, payment, dispatch and delivery records to assist in resolving genuine disputes.
Nothing in this policy restricts any lawful rights available through a card issuer or under consumer protection legislation.
14. Contacting us
To request a cancellation, report a problem or arrange a return, please contact Camerons Brewery Shop using the contact details published on our website.
Please include your order number, the items concerned and a brief explanation of your request.
Returns should not be sent until you have checked the appropriate returns address.
Your statutory rights
Nothing in this policy excludes or limits rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or any other applicable consumer protection legislation.