Refund policy

Exchange, returns & cancellation

Returns Policy

Our primary objective is to ensure that all goods arrive in perfect condition and that you are completely satisfied with your order. You have the right to cancel your order at any time without being charged for the goods ordered within 14 days of purchasing. If you have already received your order and wish to make a return, we will issue a refund provided that you let us know your intention to return the items within a period of 14 days from the date of the order being delivered. Where the item is ‘bespoke’ or customised, we will not be able to accept any return for it whatsoever. Please make sure to check the details at the time of check-out or in the product description. Where the items are a part of a set of items, it cannot be returned by itself and only as the entire set. We will reimburse you for the full cost of the item only. No compensation will be paid.

Please note that while we can accept returns of certain items on these terms, we will not cover the cost of returning the items unless the wrong items were delivered or the products were damaged or otherwise defective. Where returns are made, all products must be in good condition, unopened, supplied in the original packaging and with the seal intact. All refunds will be paid within a period of 28 days of receiving the returned item or items.

Unless the products shipped to you were defective, incorrect, or damaged you are responsible for all costs relating to returning products to Silent Pool. This includes postage and insurance. To make a return please email a member of our team at customerservice@silentpooldistillers.com and ship the order, insured to an adequate value to the below address:

Silent Pool Distillery - RETURNS

Shere Road, Albury, Surrey, GU5 9BW

When making a return please be sure to pack returned items securely in the same packaging that it arrived in and to include the original invoice you received with the shipment, highlighting on this invoice the item(s) that you are returning and the reason for return. Should you have any questions please contact our team at customerservice@silentpooldistillers.com

Cancellations

You have the right to cancel your order at any time up to fourteen days (14) from the date of the order first being placed unless the order includes products that have been personalised or that we have otherwise specified as being non-returnable. Items that are part of a set of items can only be cancelled as the whole set and not by itself. To cancel your order, please inform us in writing before the expiry of the cancellation period.

If you have already taken delivery of the order, you must return the product(s) to us. You will be liable for the full cost of returning the products and will be liable for any damages to the product until they are received by us in all instances except where the items returned were damaged, defective, or delivered in error.

Amending an order

You can amend an order up until the order has been processed by us for dispatch. Should you wish to change your order please contact a member of our team at customerservice@silentpooldistillers.com

Exchanges

We will exchange product(s) if you inform us of your intention to return the item(s) within ten working days of the goods being delivered. In such instances you must accept the cost of returning the item with adequate insurance in place and a full refund against the exchanged items will only be given in cases where the goods received by Silent Pool are returned in original condition.

Should you choose to exchange a product that exceeds the value of the replacement product, we will refund the difference via your original payment method. Should you exchange a product that is less than the value of the replacement product, additional payment will be required. You can not exchange or cancel customised/personalised products. Items that are part of a set of items can only be exchanged as the whole set and not by itself.

Customers making exchanges will become liable for charges relating to the shipping and insurance of the replacement products. We will notify you of these charges in advance and will accept payment by credit card.

Tours & Experiences

Please contact the team to request for a distillery tour to be rescheduled or to make any changes and this will be accommodated where possible. Please note that this is subject to availability and at our discretion. 

We are able to offer refunds on distillery tour bookings provided you notify us at least 7 days prior to your booking date. We can reschedule your booking or issue a gift voucher to redeem against a future tour booking or purchase in these circumstances. 

Please note that our Bee Keeping and Perfect Pairings Experiences are non-refundable and non-transferrable. In the event that you cannot attend your booking, please contact us for assistance.

Our tours and experiences are (unless otherwise stated) for over 18's only and each participant will require a ticket to attend the booking.