Returns and Refund Policy

We want you to love your purchase! If you aren’t not satisfied, please get in touch and we will do our best to make this right.

As we offer many different products and experiences the refunds and returns policy differ depending on your purchase:

All our gift vouchers and experiences are treated as deposits and are therefore non-refundable. These can be redeemed against any product or service, any item in our online shop or at The Distillery itself.

If you are booked onto a course/experience, providing you give us at least 48 hours notice (72 hours for Distillery Presents courses that include food) we will honour your deposit and you may book onto an alternative course.

Gift Vouchers remain valid for 12 months from date of purchase.

For all our bespoke items such as your unique gin recipes we are unfortunately unable to offer a return or refund. If you do however change your mind and cancel your order within 24 hours and we have not began production we will do our best provide a full refund to your account.

If you have purchased one of our general retail products such as Portobello Road Gin or Merchandise you have 14 calendar days to return an item from the date you received it.

To be eligible for a return, your item must be unused and in the same condition that you received it. If a tamper resistant seal was in place this should be unbroken. You will also need the receipt or proof of purchase.

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment).

You will generally receive the credit within 3 – 5 working days, depending on your card issuer’s policies.

Delivery

Delivery times and costs vary depending on the product and more information can be found during the ordering process.

You will be responsible for paying for your own shipping costs for returning your item.

If you have any questions on how to return your item to us, contact us. info@the-distillery.london