Returns, Refunds and Cancellations

This policy applies to orders placed with ROKiT Enterprises Limited ("we", "us", "our") through our online shop at shop.rokitspirit.co.uk. It should be read together with our Terms and Conditions. Nothing in this policy affects your statutory rights as a consumer.

1. Damaged, broken or substandard products

If any bottle or other product does not live up to our usual high standards, or if any bottle is broken or spoilt on delivery, we will replace it – it's as simple as that.

Please contact us as soon as possible after delivery (see "How to contact us" below), giving your order number and a description of the problem. Photographs of the damaged item and packaging help us to sort things out quickly. We will tell you whether we need the item back; if we do, we will pay the reasonable cost of returning it.

If you would rather have a refund than a replacement, or if a replacement is not available, please tell us and we will deal with your request in line with your statutory rights (see section 2).

2. Faulty goods and your statutory rights

Under the Consumer Rights Act 2015, the products we sell must be of satisfactory quality, fit for purpose and as described. If a product is faulty or not as described:

1. within 30 days of delivery, you are entitled to reject it and receive a full refund;
2. after 30 days, you are entitled to a repair or replacement and, if that is not possible or does not fix the problem, to a refund (which may in some cases be reduced to reflect the use you have had of the product);
3. if a fault appears within six months of delivery, it is presumed to have been present at delivery unless we can show otherwise.

Where a product is faulty or not as described, we will pay the reasonable cost of returning it to us. These rights are in addition to, and are not affected by, your right to cancel under section 3.

3. Your right to cancel (change of mind)

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days, starting from the day after the products are delivered to you. If your order is delivered in several parts, the 14 days start from the day after the last item is delivered.

You may also cancel at any time before your order is delivered.

How to cancel

To cancel, please send us a clear written statement of your decision to cancel, setting out your order number, name, delivery address and email address, by either:

1. email to uksales@rokitspirit.com; or
2. post to ROKiT Enterprises Limited, ROKiT House, Kingswood Business Park, Holyhead Road, Albrighton, Wolverhampton, WV7 3AU.

You will have cancelled in time if you send your notice before the 14-day cancellation period ends. We will email you to confirm once we have received your notice of cancellation.

Returning the products

After you have cancelled, you must return the products to us at the address above without undue delay, and in any event no later than 14 days after the day on which you told us you were cancelling. Please include a note of your order number.

Unless the products are faulty or not as described (see sections 1 and 2), you are responsible for the cost and safe return of the products. We recommend using a tracked and insured service, packed securely, as items lost or damaged in transit back to us remain your responsibility.

Condition of returned products

You are entitled to handle products only as far as necessary to establish their nature, characteristics and functioning (as you could in a shop). Please return products in reasonable condition:

1. Drinks (beers, spirits, liqueurs and energy drinks): we ask that bottles and cans are returned unopened, with seals and packaging intact.
2. Merchandise and clothing: items should be unworn, unwashed and returned with their original tags attached.

If a product is returned opened, used, worn or otherwise not in reasonable condition, we may deduct from your refund an amount reflecting the reduction in its value caused by handling beyond what was necessary to establish its nature, characteristics and functioning, as permitted by the regulations. In some cases this deduction may be up to the full value of the product.

Your refund

If you cancel in accordance with this section, we will refund:

1. the price you paid for the products, less any deduction for reduced value described above; and
2. the delivery charges you paid, up to the cost of our least expensive standard delivery option. For example, if you chose a faster, more expensive delivery option, we will only refund what you would have paid for the cheaper option.

We will make your refund without undue delay, and no later than 14 days after the day we receive the products back from you or, if earlier, 14 days after the day you provide evidence that you have sent them back. If you cancel before the products have been despatched, we will refund you within 14 days of receiving your notice of cancellation.

Refunds are made to the original payment method used to place your order. We will not charge you a fee for making the refund.

4. Non-delivery

If your order has not arrived, please let us know within 7 working days of your estimated delivery date so that we can investigate with our delivery partner. This helps us trace your parcel quickly; it does not affect your statutory rights where we have failed to deliver.

5. Ownership

Ownership of the products passes to you once we have received payment in full (including any applicable delivery charges) and the products have been delivered to you. The products are our responsibility until they are delivered to the address you gave us.

6. Complaints and questions

Any complaint is taken very seriously and we endeavour to respond to complaints as soon as possible. If you have any questions about your order, a return or a refund, please contact us by:

1. emailing uksales@rokitspirit.com;
2. calling our Customer Support Line on 01902 374 896; or
3. writing to ROKiT Enterprises Limited, ROKiT House, Kingswood Business Park, Holyhead Road, Albrighton, Wolverhampton, WV7 3AU.

ROKiT Enterprises Limited is a company registered in England (company number 10800456), with its registered office at ROKiT House, Kingswood Business Park, Holyhead Road, Albrighton, Wolverhampton, WV7 3AU. VAT number GB 326 9674 64.