Returns & Refunds Policy
The Glasgow Distillery is committed to quality checking each package and bottle for any damages and defects before it is sent out to you. Where possible we use eco-friendly packaging materials, that not only aim to ensure full protection of packages in transit but are also environmentally friendly.
If you receive a damaged, defective, incorrect or unwanted parcel then please follow the process stated below.
Damaged or Defective Goods
If you receive an item that has visibly been damaged in transit, you can refuse to sign for it. Our courier service should then return the parcel to sender (Glasgow Distillery) and we will organise a replacement delivery. Subsequently, if you open the parcel and find damaged goods then please contact our customer services team or phone 0141 404 7191, providing your name on order, order number and pictures of the damage. Our customer service team will then discuss with you the process of replacement or refund.
Please note that any issues with delivery or failed deliveries must be reported within one calendar month of dispatch of goods.
Incorrect or Unwanted Goods
Any deliveries which are incorrect or unwanted must be reported to us within one calendar month of dispatch of goods. If you receive an item that was incorrect per terms of your order, or if there are items missing from your order you must contact our customer services team or phone 0141 404 7191 to report it.
The incorrect or unwanted goods must not be opened, breaking the protective seal, and photographic proof of incorrect item must be sent. Our customer service team will then be able to discuss with you the process of returning and replacement or refund.
If you encounter any issues with delivery, please initially check delivery emails from our courier service - note that on occasion these emails may sit in the junk folder. If your order has failed to deliver within the given time scale, then please report this to our customer service team or phone 0141 404 7191. You have within one calendar month of the dispatch date to report an issue of failed delivery; providing your name and order number. From there our customer service team will discuss the process of replacement or refund.
Agreed refunds will only be made to the debit or credit card used to purchase the item. We will process the refund on day items are returned to us, or when agreed with customer service team - based on circumstances. Refunds cannot be processed out with the stated reporting deadline (one calendar month from dispatch of goods).
Virtual Tastings are non-refundable. However, if for any reason you can't attend, we will be happy to reschedule your spot for a future tasting. Contact us prior to your tasting to arrange a new date.