Refund policy
Your rights under Australian Consumer Law. Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Change of mind. We do not offer refunds or exchanges for change of mind. Once a bottle leaves us we can't confirm how it has been stored, so we don't take it back for resale.
Breakage or damage in transit. If a bottle arrives broken, leaking or damaged, we will send a free replacement or give you a full refund, whichever you prefer. To help us sort it quickly, please email hello@drownspirits.co with your order number and photos of the bottle and packaging. Ideally, contact us within 7 days of delivery. This request does not limit your rights under the Australian Consumer Law.
Faulty product. If you believe a product is faulty (for example, a failed seal or a contaminated product), contact us and we will assess it under the Australian Consumer Law. Please keep the bottle and its contents until we have responded.
Orders refused at delivery. If delivery cannot be completed because the recipient:
- cannot show valid photo ID proving they are 18 or over, or
- appears to be under 18 or intoxicated,
the order is returned to us. Once we receive it, we refund the product price less the outbound and return delivery costs. We cannot redeliver an order that was refused on these grounds.
Incorrect order. If we send you the wrong item, we will arrange its return at our cost and send the correct item or refund you in full.
How refunds are paid. Refunds are made to the original payment method, usually within 5–10 business days of approval.
Drown Spirits Co Pty Ltd (ACN 696 152 280) · Liquor Licence 268302 (Queensland)