Returns POlicy

This Returns Policy covers our distance selling, online shop, pop-up shop and local events such as Farmers’ Markets that we attend.

Our Promise

Thames Ditton Gin complies with all UK laws including the distance selling law. All parcels shipped by thamesdittongin.com are quality checked prior to packing for any damages or defects. Every bottle is shipped in a specially designed cardboard box that provides superior protection. thamesdittongin.com use the latest packing materials to protect each item contained within a parcel to ensure full protection during transit.

What to do if there is a problem with your order

If in the extremely rare event, you have received a damaged product, if the product is broken or has leaked, you can refuse to sign for it. Subsequently if you open the parcel and the find that the product is damaged or has leaked then you will need to provide evidence in the form of photographs. Customers must provide evidence within 3 working days of receipt.

After which period the product will become ineligible for a refund. Customers will need to contact and send evidence to our info@thamesdittongin.com, who will assist in either issuing a full refund (including all shipping costs) or send out a replacement product. Please provide as much information as possible including your order number and details of any damage, along with your photographs. Where a replacement item is not available, due to it being out of stock, discontinued or the original item being a "One Off," we will reimburse you for the full cost of the item only and any shipping costs.

No compensation will be paid.

We will arrange for your order to be returned at our cost and we will do our best to provide a replacement if available.

Incorrect, Unwanted Goods or Non-Collected Goods

If you wish to return Products which are not faulty, please email us on: info@thamesdittongin.com with details of your order within 7 days of delivery of the goods. Please ensure all products are checked fully upon receipt, as returns can only be processed from the delivery address.

Any returned products must be returned to us in new condition, with all packaging intact. All refunds and reimbursements will be arranged within 30 days of our acceptance to do so and after the safe receipt of the returned goods. Any product returned must be within its original packaging, contain the relevant paperwork and be adequately packed to avoid any possible damage. The cost and risk of returning the product is the responsibility of the customer and a proof of delivery service must be used.

Please note that if goods are returned back to our depot due to non-collection from the Post Office or if a delivery attempt had been made then we will not be able to refund the cost of shipping or any returns cost that are incurred by ourselves from our couriers. You have the right to make a claim with the courier or the delivery company.

Non-returnable Items

For health and safety purposes we are unable to accept returns on any soft drink, non-alcoholic beverages or any other products less than 9% alcohol content.

Engraved and Gifted Products

Please note we are unable to accept or refund any products that have been engraved or personalised. We will only accept liability if engraved messages are incorrectly applied or products are damaged. Under no other circumstances are we able to issue a refund. Theses terms do not affect your statutory rights.

CUSTOMER SATISFACTION

We really hope you enjoy your Thames Ditton Gin product, but if for any reason you are not 100% satisfied with your purchase please contact us at info@thamesdittongin.com

Contact us

If you would like to access, correct, amend or delete any personal information that we have about you, register a complaint, or simply want more information, please contact us at info@thamesdittongin.com

Thames Ditton Gin and this website is owned and operated by Thames Ditton Gin Ltd.

The Directors, Thames Ditton Gin Ltd, Church Walk, Thames Ditton, Surrey KT7 0NW United Kingdom
UK Registered Company Number 12947562

Last updated 9 December 2021