Returns and refunds

**SPIRITHAUS PTY LTD**, NSW packaged liquor licence **LIQP700301260**.

## Your rights under Australian Consumer Law

Nothing on this page limits them. If something arrives **broken, faulty, leaking, wrongly described or not what you ordered**, you are entitled to a replacement or a refund, and we pay the return cost. That is the law, and we would do it anyway.

Tell us within **7 days** at **sales@spirithaus.com.au** with your order number and a photograph if something is damaged. A photograph usually means we can resolve it without you sending anything back.

## Change of mind

We accept a change-of-mind return within **14 days**, provided the bottle is **unopened, its seal intact and its label undamaged**, and it has been stored somewhere sensible since it left us. Email us first — do not send anything back before we have replied, because we need to know it is coming.

Return freight on a change of mind is yours. If the bottle arrives back in a condition we cannot resell, we cannot refund it, so pack it as carefully as we did.

This is on top of your rights under Australian Consumer Law, not instead of them. A faulty bottle is not a change of mind and is covered above.

## What we cannot take back

- Anything opened, part-consumed, or with a broken seal — we cannot legally resell it.
- Anything that has been stored badly since it left us.

## A bottle that is faulty rather than not to taste

Wine and spirits are agricultural products and occasionally a bottle is genuinely faulty — corked, oxidised, or otherwise wrong. That is a fault and we will replace it. **Not liking a bottle is not a fault**, and we would rather you told us so we get the recommendation right next time than pretended otherwise.

## Refunds

Refunds go back to the payment method you used, within **5 business days** of us agreeing to one. Your bank may take a few days more.

## If nobody is home

Alcohol cannot be left unattended. If our driver cannot hand the order to someone 18 or over who can show photo ID, it comes back to us. See [Photo ID on delivery](/pages/photo-id-on-delivery). We will contact you to arrange redelivery. **The first redelivery is free.** After that a $9.95 redelivery fee applies, because the run has to be paid for twice.

If an order is returned to us and cannot be redelivered, we refund the goods and retain the delivery fee, because the delivery was attempted.

## Cancelling before dispatch

Email us before your order is dispatched and we will cancel and refund in full. Once it is with the driver we cannot recall it.