Returns & Refunds

Our satisfaction guarantee

If your order arrives damaged, leaking, incorrectly filled, mislabelled or simply not what you ordered, contact us within seven days of delivery and we will replace it or refund it in full, including shipping. That is the whole policy — there is no argument to be had.

What we cannot accept

Alcohol regulations prohibit us from accepting the return of a bottle that has been opened, or that has left a licensed chain of custody. We also cannot accept returns based on personal taste preference: an intense barrel-proof bourbon is not a defect. Our tasting notes exist to help you choose accurately, and our specialists are happy to talk through a bottle before you buy it.

Reporting damage

1. Photograph the outer carton, the inner packaging and the bottle before unpacking anything further.
2. Email the photographs and your order number to sales@velmontbourbonhouse.com within seven days of delivery.
3. We will file the insurance claim on your behalf and arrange a replacement or refund immediately. You do not wait on the carrier.

Refund timings

Approved refunds are issued to the original payment method within two business days. Card issuers typically post them within five to ten business days after that. You will receive written confirmation when the refund leaves us.

Cancellations

Orders can be cancelled at no cost any time before dispatch. Once a label has been created, the shipment must run its course and can be handled as a return.

Allocated releases

Allocated bottles are refundable on the same terms, but a cancelled allocation returns to the next collector on the list rather than to your position. Please claim allocations only when you intend to keep them.