Refund policy
We take a great deal of care over how our bottles are packed and sent. Please check your order when it arrives and tell us straight away if anything is wrong.
If your order arrives damaged, faulty or incorrect
Email us at hello@patiencedistillery.com within 30 days of delivery. A photograph of the bottle and the outer packaging helps us resolve it quickly and settle any claim with our carrier.
We will replace the bottle or refund you in full, including delivery, and we will cover the cost of returning it. You do not need to return a broken bottle — please tell us before disposing of it.
If you change your mind
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive your order to cancel it for any reason, and a further 14 days to return the goods to us.
We extend this to 30 days from delivery as a matter of goodwill.
To cancel, email us at hello@patiencedistillery.com before the period ends. Please do not send anything back before contacting us — returns received without prior agreement cannot be processed.
Condition of returns
Because we sell alcohol, we can only accept a return where the bottle is:
- unopened, with the seal and capsule intact
- in its original packaging, including any presentation box
- accompanied by your order number or proof of purchase
Return postage
For faulty, damaged or incorrect orders, we cover the return cost.
If you are returning an order because you have changed your mind, you are responsible for the cost of returning it and for the goods until they reach us. We recommend a tracked and insured service, as glass is fragile and we can only refund goods that arrive intact.
Returns should be sent to: Patience Distillery, 66 St Margaret's Road, London NW10 5PX, United Kingdom
Refunds
We will let you know once we have received and inspected your return. If it is accepted, we will refund the original payment method within 14 days.
Refunds include the standard delivery charge you paid, if any. Where you have chosen a more expensive delivery option, we refund the standard rate.
Your bank may take a few days beyond that to show the money. If more than 14 days have passed since we confirmed your refund and nothing has arrived, please contact us.
Exchanges
The quickest route is to return the original bottle and place a new order once the return has been agreed.
Subscriptions
Cancelling a subscription is separate from returning an order. Please see our Subscription Policy.
Age
We may only sell to those aged 18 or over, and can only accept returns from the person who placed the order. We reserve the right to refuse a return where we are not satisfied that this is the case.
Contact
Patience Distillery 66 St Margaret's Road, London NW10 5PX hello@patiencedistillery.com