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Terms and Conditions

Below are the current Terms and Conditions applicable to all activity and transactions via the Silent Pool Distillers website.

Please read these carefully before placing an order and, print a copy for your records if you wish.

We may change these terms and conditions from time to time without notice to you. Changes will apply to any subsequent activity and orders.

  • Using this Website

    This website is owned and operated by Spiritmen Ltd.

    Copyright Spiritmen Ltd. 2018 All rights reserved.

  • Product Sales

    1. Delivery charges and estimated timing are specified in the Delivery and Returns section of this site. We make every effort to deliver goods within these timescales, however, occasionally delays may occur due to factors outside our control.

    2. Goods are subject to availability. In the event we are unable to supply an item, we will inform you as soon as possible. An appropriate refund will be given where you have already paid for an item/s.

    3. The price you pay is the price displayed at the time we receive your order apart from the following exception. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling the order. If we are unable to contact you we will treat the order as cancelled. If you cancel and the have already paid for the item/s you will receive a refund for the price paid.

    4. The contract between us shall be governed by the laws of England and Wales and any dispute between us will be resolved exclusively in the courts of England and Wales.

    5. Parcel Tracking information. We will use your e-mail address to inform you of parcel tracking information where this service is available. We will also pass your e-mail address to the carrier which has your parcel who will use this information to inform you of delivery progress where available. This information will not be used by our carriers after your delivery has been completed.

  • Distillery Tours

    Over 18’s only – if you are lucky enough to look under 25 you will be asked to prove that you are aged 18 or over with Photo ID before you can start your Silent Pool Distillery tour.

    The Silent Pool Distillers tour is not suitable for Children. If you require further clarification do not hesitate to contact us.

    Silent Pool Distillers tour guides are unable to delay the start time of public tours due to attendees late arrival. Please ensure you aim to arrive at the distillery at least 15minutes prior to your tours start time. All late arrivals please head to the shop where the staff will be able to direct you to your tour.

    For Private tour bookings we suggest all attendees plan to arrive at least 15minutes prior to your tour. Due to scheduling, we are only able to delay tour start times by 15minutes, due to late arrivals. If a tour group require a later start Silent Pool Distillers reserves the right to shorten the tour to fit within the allotted booked time.


    The Silent Pool Distillery is an industrial working space, so we ask:

     All attendees wrap up warm in the winter to suit the weather.

     All attendees wear sensible shoes; no heels, open toed shoes, clogs or stilts. We would hate for anyone to trip or slip!

    We require a minimum of 7 days for changes to your booking. However, we understand that life happens, and last-minute cancellations will sometimes be necessary. Please contact the office if this is the case and hopefully one of our lovely office staff will be able to help.

    Refunds will only be available for cancellations made at least 7 days prior to the booked tour date and an administration fee of £5 per transaction will be incurred. Refunds can only be made to the credit or debit card used to make the booking.

    We know all our gin tour “Ginthusiasts” are social butterflies, however, we can only change your Silent Pool Distillery tour date 3 times from your original booking.

    We reserve the right to refuse access and/or continuation of a Silent Pool Distillery tour due to inappropriate and/or disruptive behaviour.

  • Covid-19 Tour Guidelines

    Silent Pool Distillers will restart distillery tours from 4 July 2020. In line with government social distancing and safe working regulations we have put in place the following guidelines to keep our staff and customers safe:

    All staff must have read, understood and signed a copy of the Company Covid-19 Employee Policy.

    New signage has been put in place to show guidance on hand washing, hygiene and queuing distances.

    All staff will be issued with a face mask, vinyl gloves and hand sanitiser. Face masks and gloves should be worn when it is necessary to work within 2 metres of a colleague and hand sanitiser should be used regularly throughout the day.

    Tablecloths and aprons are laundered after every use.

    Staff should avoid touching their face, tie back hair and ensure uniform is clean and washed after every use.

    Tour guests may wish to wear a face mask at their own discretion, face masks are available to purchase from the distillery and vinyl gloves can be provided if required. All tour guests will be given a complimentary hand sanitiser at the start of each tour.

    Tour guests should meet their Tour Guide next to the blue Perspex wall art on the front of the distillery building, this is to avoid groups of people in the courtyard area where there may be other customers queuing for the shop.



    The size of the tour group will be limited to 14 people – 15 including the Tour Guide.

    Tour guests from different households or social bubbles and the Tour Guide must remain 2m away from each other at all times.

    The tour will remain the same price and the same duration, although we advise guests to allow 2 hours in total for their visit as it may take longer to move around the site in a socially distanced manner.

    Around 50% of the tour will take place outside, weather permitting, to ensure fresh air and more space. Tour guests should wear appropriate clothing for the weather including sensible, closed toe shoes.

    For the parts of the tour that are inside, all roller doors will be opened to allow maximum ventilation and tour guests must remain 2m away from all other guests and the Tour Guide. The temperature inside the distillery is the same as the outside temperature so again appropriate clothing should be worn.

    Product tasting is permitted and staff will pre-pour samples whilst wearing gloves into small sample cups. Samples will be laid out on tables for customers to retrieve one at a time.

    The customer must then dispose of their own sample cup in the bin provided. Staff should not handle used tasting cups and customers should only handle their own cup for hygiene reasons.

    The distillery shop remains open but it currently outside for the foreseeable future – please refer to the Shop Guidelines document for further information.

    Customer toilets are open and are checked and cleaned by staff every hour. We urge customers to avoid using the toilets if possible. Disinfectant wipes are provided in each toilet for customers to wipe down the area before and after use. Hand wash and paper towels are provided in each toilet.


    If there are any issues at any point please call: Sophie Best – 07976 482403

  • Covid-19 Distillery Shop Guidelines 

    The Silent Pool Distillers retail shop will reopen 7 days a week from Monday 1st June 2020. In line with government social distancing and safe working regulations we have put in place the following guidelines to keep our staff and customers safe:

    The indoor shop will not be open to customers, only staff are permitted to enter the building.

    The shop will consist of a table outside underneath a gazebo until further notice.

    The outdoor shop table will be cleaned thoroughly every morning and every afternoon.
    Staff will sanitise their hands and the card machine in between every customer transaction.

    Staff will wash their hands thoroughly every hour, as well as sanitising after each transaction/customer interaction.

    Hand sanitiser and vinyl gloves are available for staff and customer use whilst on the premises.

    Card payments only, we are unable to take cash.

    No product tasting is available due to the amount of handling and close contact required.

    We politely ask that customers only handle products they wish to purchase.

    Unfortunately we don't have customer toilets available at the present time.

    Customers and staff must follow social distancing guidelines at all times and use the markers on the ground to stay 2 metres away from others whilst queuing.

    We are unable to operate a bar at the moment, however takeaway G&Ts and drinks are available.

    No drinks or alcohol can be consumed on the premises, litter should be disposed of responsibly in the bins provided.

  • Gift Certificates and Tour Vouchers

    Gift and Tour vouchers/certificates no longer have an expiry date. However, our tours fill up quickly and we reserve the right to change prices in future so we advise booking your tour as soon as possible to ensure you get the experience of your choice.

    Physical Tour & Gift vouchers will arrive at your specified postal address by 2nd class Royal Mail.

    E-mail Gift Certificates purchased through our online shop are only redeemable for Silent Pool Distillers Products in our on-line shop.

    Silent Pool Distillers has 2 types of Tour voucher:

     E-mail Tour Vouchers which are redeemable against all our Tours and Events at the face value of the voucher.

     Physical (card) Tour Vouchers which are are issued for places on our standard Silent Pool Gin Experience tour.

      These vouchers may now be redeemed against any Tours or Event at the value of £20 per place shown on the voucher.

    Tour vouchers donated by us to charitable causes are valid for weekday Silent Pool Gin Experience tours only.

    Each Tour Voucher includes a £5 off voucher that can be used exclusively towards the purchase of items in the distillery’s on-site shop at the end of your tour.


    The £5 off voucher is only valid during the time of your tour visit and cannot be redeemed prior to or after the tour is complete.

     Only one £5 off voucher can be used per item purchased.

     The £5 off voucher Excludes Eau De Vies and Miniatures in the on-site shop.

  • Promotions - Multi-buy, Discount and Money Off Coupons and Vouchers

    Aside from Silent Pool Distillers Gift Vouchers and unless specifically stated, no more than one multi-purchase promotion, discount or other ‘money off’ voucher may be used in a single transaction online, at our onsite shop or at our stands at markets and events.

  • Upcycled Bottle Promotions

    The offer is for a £5 discount off the full price of a 70cl bottle of Silent Pool Gin, or 10% off a single up-cycled bottle candle.

    Only one discount of either £5 off Silent Pool Gin 70cl, or 10% off the up cycled candle can be claimed for each bottle returned.   

    Each bottle returned qualifies for the discount against a single product purchase.

    Bottles must be returned and exchanged at the onsite distillery shop during shop opening times (opening hours listed here).

    Returned bottles must be undamaged.

    Sorry, customers cannot return empty bottles via post or at one of our events/markets.

    The discount can only be applied upon exchange and cannot be used at a later date.

    Discount applies to retail customers only (not trade customers).

    Discount cannot be used in conjunction with any other offer including Tour discounts.

  • Custom Collection

    All custom labels will mirror the words requested by the Customer on the Website. Please check your text thoroughly to avoid mistakes. Silent Pool Distillers shall not be liable for any spelling mistakes or errors in grammar.

    You must have the right to use any images you upload.

    Please do not use text or images that might promote under age consumption of alcohol.

    We reserve the right to reject any order or image supplied based on the grounds of decency and protection of brands, or messages, images and text which purport to include trademarks or slogans.

    We are unable to offer refunds on any customised items due to the personalisation element of the product unless the product is defective.

  • Prize Draws

    Silent Pool Distillers reserve the right to withdraw or suspend Prize Draws at any time.  However, all publicised draws will take place.

    One or more ‘winners’ will be drawn at random from the list of confirmed participants to the publicised draw.

    The draw is open to UK residents only.  Prizes will only be delivered to an address in the UK.

    The winner or winners, will be drawn using tools provided by Random.org.  No subscriber data will be passed to Random.org in the process.

    Winners will only be selected from participants who are not employees of or suppliers to Silent Pool Distillers.

    No purchase is necessary for entry to the draw.  Just be sure to be a confirmed participant.  

    The winner or winners will be notified using the contact method applicable to their participation e.g. e-mail, social media details etc.

    The winner or winners must claim their prize within 7 days of notification providing proof of age and sufficient information to enable fulfilment (you stated you were over 18 when you subscribed but, we’ll need to check again).

    In the event any prize is unclaimed after 7 days, a further winner will be selected from the current participant list.

    The prize will be as stated in the Silent Pool Distillers Draw promotion and no alternates will be offered. No cash alternative will be offered.

    The winner or winners first names and county of residence may be made available to participants on request or otherwise published.  Acceptance of the prize indicates acceptance of this condition.

    Prizes are for domestic consumption only and are non-transferable.

    Prizes will be delivered using Silent Pool Distillers standard delivery services.

    Decisions of Spiritmen Ltd. trading as Silent Pool Distillers are final.

    The draw is intended as a bit of fun to reward loyal subscribers and supporters.  Given the relatively moderate value of prize/s and the risk of exposing customer e-mail data to third parties, independent adjudicators will not be used to oversee the draw process.  However, evidence of the draw process and results will be preserved securely for a period of 90 days after prizes are claimed.  After this period, the data will be erased.  Issues concerning the draw process for any individual draw must therefore be raised before this period expires.  In the event of a query, we will ask an independent person to verify the process.  Please do not ask for information about individual entrants.

  • Social Media Competitions

    Silent Pool Distillers reserve the right to withdraw or suspend a Social Media Competition at any time. However, all publicised draws will take place.

    If entry mechanic is via a random draw then one or more ‘winners’ will be drawn at random from the list of correct entries via the social media channel/s specified in the competition post.

    Unless specified, the draw is open to UK residents only. Prizes will only be delivered to an address in the UK.

    Competitions are not open to employees of or suppliers to Silent Pool Distillers.

    No purchase is necessary for entry to the competition. Just be sure to enter via the specified social media mechanism.

    Both the method of entry and closing date will be specified in the competition post.
    The winner or winners will be notified via the social media platform from which they submitted their entry.
    Entrants must be over 18.

    The winner or winners must claim their prize within 7 days of notification providing proof of age and sufficient information to enable fulfilment.

    In the event any prize is unclaimed after 7 days, a further winner will be selected from the list of correct entries.

    The prize will be as stated in the Silent Pool Distillers Newsletter and no alternates will be offered. No cash alternative will be offered.

    The winner or winners first names and county of residence may be announced via Silent Pool’s social media channels. Acceptance of the prize indicates acceptance of this condition.

    Prizes are for domestic consumption only and are non-transferable.
    Prizes will be delivered using Silent Pool Distillers standard delivery services.

    The competitions are in no way sponsored, endorsed or administered by, or associated with Facebook, Instagram or Twitter.

    Decisions of Spiritmen Ltd. trading as Silent Pool Distillers are final.

    The competitions are intended as a bit of fun to reward loyal customers. Given the relatively moderate value of prize/s and the risk of exposing customer e-mail data to third parties, independent adjudicators will not be used to oversee the draw process. However, evidence of the draw process and results will be preserved securely for a period of 90 days after prizes are claimed. After this period, the data will be erased. Issues concerning the draw process for any individual draw must therefore be raised before this period expires. In the event of a query, we will ask an independent person to verify the process. Please do not ask for information about individual entrants.

  • RHS Chelsea Garden and Afternoon Tea Competition

    Chelsea Flower Show tickets are valid for the after hours event on Tuesday 21st of May only and cannot be exchanged for another day/for monetary value. Afternoon tea at Petersham Nurseries in Covent Garden is for 2 people and can be booked between 12noon and 4pm on Tuesday 21st of May. This too, cannot be exchanged for another day/monetary value.  Travel expenses are not included.

  • Distillery Site Accessibility

    We have a limited number of Disabled parking bays outside the distillery.

    All other vehicles we ask to park in the public Silent Pool Car Park. A lovely two-minute stroll from us.

    We advise during the winter, with the dark evenings, anybody attending a 7pm tour to bring a torch as the public walkway up to us is not well lit and we would hate for anyone to injure themselves getting to or going from their tour.

    Coaches will need to drop its passengers in the public Silent Pool car park as access to the site is narrow.

    Mini buses with up to 24 seats will be able to drive up to the front of the distillery to drop off passengers before parking in the public Silent Pool car park.

    Sorry, the distillery is a foodstuffs production area so, pets are not allowed onsite.  Please do not leave animals in unattended vehicles.  There is plenty of nearby walking if one of your group is energetic and volunteers to look after the dog during your visit…
    You are welcome to visit our onsite shop with your registered Assistance Animal. However, because some parts of our site are involved in food preparation we can't allow any animals in these areas. If you wish to participate in a Tour or other onsite Event with your registered Assistance Animal please contact us before making your booking and we will do our best to accommodate your needs.

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