Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@spirithaus.com.au. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@spirithaus.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@spirithaus.com.au.

**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.