Returns & Cancellations

Our Policy

We aim to deliver all products in excellent condition and ensure your satisfaction. You may cancel your order within 30 days, except for perishable, personalised, or non-returnable items. If you are unhappy with your purchase, you can request a refund or exchange by notifying us within 30 days of delivery; return of the shipping cost is reimbursed only for incorrect, damaged, or defective items.

Returned products must be in good condition and original packaging. Refunds are processed within 30 days of receiving your return.

If your parcel clearly shows signs of damage or leakage at the time of delivery, it should not be accepted. Please ask the courier to return the goods to us.

How to return your unwanted item back

If you wish to return a product, please be aware that you are responsible for covering the cost of returning the item to us, except in cases where the item was delivered in error or is found to be damaged or defective. In such exceptional circumstances, we will reimburse your return shipping costs.

It is also your responsibility to ensure that all returned products are suitably insured during transit. Should any damage occur to the items whilst they are being returned, we reserve the right to make a claim against you to recover any resulting losses.

Please return the item back to the below address:

Dionysus-Drinks Limited
r/o Cambrai House Willets Lane Denham Buckinghamshire UB9 4HA U.K

For us to process your refund fully, please follow these 3 easy steps:

  1. Send us your invoice with the returned items highlighted, noting the quantity and reason for each return. You can also download, print and complete our returns form and include it in your parcel
  2. Pack your return securely in the original packaging and include the completed invoice or returns form to prevent damage during transit.
  3. Attach the return shipping label to the package and remove any other address labels.

Exchanges & Returns

We accept exchanges if you notify us within seven working days of delivery and cover the return shipping and insurance. Full refunds are issued only if items are returned in their original condition.
If your replacement costs less than the original product, we'll refund the difference to your original payment method. If it costs more, you'll need to pay the balance. When exchanging a product, you must pay a new shipping and handling fee. Keep your original invoice as proof of purchase. Your credit card will be charged for the replacement item, and a refund for the return will be processed upon receipt.

Cancellations

To cancel your order, you must inform us in writing before the expiry of the cancellation period which is 14 days from the date of the order being placed. Products that have been personalised or that we have specified the products as being non-returnable cannot be cancelled.
If you have already received your order, please return the product(s) to us. Unless the items were delivered incorrectly or are damaged or defective, you will be responsible for covering the full cost of returning the product(s). Additionally, you will be liable for any damage to the product(s) until we confirm receipt.
Accordingly, please ensure that the product(s) are properly insured. You are legally obligated to maintain possession of the product(s) and exercise reasonable care until they are returned to us. If the product(s) exhibit any signs of damage or tampering, we may seek compensation from you. Furthermore, if the product(s) are not returned within 30 days following your notice of cancellation, we reserve the right to arrange collection at your expense.

Order Updates

If you would like to modify your order, this can be accommodated provided you have not yet received an email confirmation that your order has been processed. For assistance with order changes, please consult the Order-Related Queries section within Help and Support or contact us directly.