This returns policy applies only to goods purchased directly via the Ember Spirits online store.

Products purchased through authorised distributors, retailers, restaurants, bars, event partners or other third-party sellers must be returned to the original place of purchase and will be subject to that seller’s returns policy, without limiting any rights you may have under applicable consumer law.

Cancellation Policy

You may request to cancel an order from the time it is placed up until 14 days after you receive your goods, subject to the conditions set out below and any applicable legal exceptions.

To cancel or return an order, please contact Ember Spirits at [insert customer service email address] and include your name, order number and reason for cancellation or return.

If you cancel your order before it has been dispatched, Ember Spirits will refund the full value of the order using the original payment method, unless otherwise agreed or required by law.

If your order has already been dispatched or delivered, you will need to return the goods to Ember Spirits before a refund can be processed.

Return for General Refund/Change of Mind

You may request a return for a refund if:

• You notify Ember Spirits within 14 days of receiving the product
• The product is unopened and unused
• The seal, closure, label and packaging are intact
• The product is in a resaleable condition
• The product has been stored appropriately after delivery
• The product is returned safely and securely

For health, safety, quality-control and alcohol-compliance reasons, opened bottles, broken seals or products that cannot be safely resold may not be accepted for change-of-mind returns, unless the product is faulty, damaged, incorrectly supplied, or returnable under applicable law.

Return Conditions

Where a return is accepted, the following conditions apply:

• The customer is responsible for arranging and paying for return courier costs for change-of-mind returns, unless otherwise required by law
• Returned goods must be securely packed in their original packaging or suitable protective packaging
• Any health, safety, security or tamper-evident seals must be intact
• Goods must be unopened, unused and in good condition
• The customer should include the order number or proof of purchase with the returned goods
• The customer remains responsible for the returned goods until they are received by Ember Spirits
• We recommend using an insured or trackable courier service, as damage during return transit may affect refund eligibility

Non-Returnable Items

Unless faulty, damaged, incorrectly supplied, or otherwise returnable under applicable law, the following items may not be eligible for return:

• Opened bottles
• Products with broken seals
• Personalised, engraved or custom-labelled products
• Gift packs that have been opened, damaged or separated
• Limited-edition or clearance products marked as final sale, where legally permitted
• Products that have been improperly stored after delivery
• Products that cannot be safely resold for hygiene, safety, quality-control or alcohol-compliance reasons
• Personalised, engraved or custom-labelled products may not be cancelled, refunded or exchanged once the order has been placed, unless the product is faulty, damaged, incorrectly supplied, or otherwise returnable under applicable law.

This does not affect your statutory rights.

How to Return

To request a return, email: [insert customer service email address].

Please provide:

• Your order number
• Your full name
• The reason for return
• Photographs, where relevant
• Confirmation that the product is unopened and in its original condition
• The expected date the goods will arrive back at Ember Spirits, where known

Where a return is accepted, Ember Spirits will provide return instructions and the applicable return address.

Refund Process

1. Return request received
2. Return eligibility assessed
3. Product returned to Ember Spirits
4. Product inspected
5. Customer notified of the outcome
6. Refund processed where approved

Where a refund is approved, Ember Spirits will process the refund using the original payment method unless otherwise agreed or required by law.

Approved refunds will generally be processed within 14 days of Ember Spirits receiving the returned goods, provided the return conditions have been met.

If the customer selected standard delivery at checkout, standard delivery costs may be refunded where required by applicable law. If the customer selected a premium or more expensive delivery option, Ember Spirits may only refund the standard delivery amount, unless otherwise required by law.

Return Due to Fault, Damage or Incorrect Product

If your product is faulty, damaged on arrival, not as described, or incorrect, please contact Ember Spirits as soon as possible at [insert customer service email address].

Please provide:

• Your order number
• A description of the issue
• Photographs of the product, packaging and delivery label
• Whether you are requesting a refund, replacement or other remedy

If Ember Spirits delivers the wrong product, or if a product is faulty, defective, damaged or not as described, Ember Spirits will assess the issue and may offer a replacement, resend the correct item, or organise a refund once the goods have been returned or the issue has been verified.

Where goods are faulty, damaged or incorrectly supplied, Ember Spirits will cover reasonable return costs where required by applicable consumer law.

Damaged Goods

If your order arrives damaged, please do not consume the product.

Please contact Ember Spirits within [insert timeframe, e.g. 48 hours/7 days] of delivery and provide:

• Photographs of the damaged bottle or packaging
• Photographs of the delivery packaging
• Your order number
• A short description of the issue

Ember Spirits may require the damaged product and packaging to be retained for courier investigation.

Where a product is confirmed to have been damaged in transit, Ember Spirits may offer a replacement, resend the item, or provide a refund, depending on the circumstances and stock availability.