Returns

Customised Products (Including Grand Drams Releases)

The Grand Drams releases are personalised to your order. Therefore you cannot cancel or amend an order once it has been placed and your rights under the Consumer Rights Act 2015/Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to personalised products unless they are faulty. 

If your personalised product is faulty we will happily replace or refund it in accordance with the procedure for a faulty item.  However, refunds cannot be given if the fault is as a result of your own actions such as, if personalisation is input incorrectly at the time of placing your order.

Returns

We hope you are 100% happy with every order placed at Grand Drams. If you are not satisfied with your order, you have the legal right to cancel your order within 14 days of purchasing (this excludes customised or personalised products) as per The Consumer Rights Act 2015. 

The Consumer Rights Act 2015 requires that applicable products ordered from Grand Drams must be as described, fit for purpose and of satisfactory quality.   If an item is delivered in a faulty or damaged condition, you have a 30-day right (starting from the date of order) to return the product(s) to us.

You are responsible for the cost of returning products to us in all circumstances unless the items being returned were delivered in error or the items were damaged or defective.

You are also responsible for insuring all returns as we might claim against you should damages be sustained.

Please return items to the following address:

Grand Drams International

The Cellar
Old Edinburgh Road
Inverness
IV2 3HT

Please note: The courier can not leave the parcel in a safe place, or with a neighbour or deliver outwith business hours. It must be a tracked signed for service with proof of delivery. 

For all returns, please follow the following instructions to ensure that products are received in perfect condition and your returns can be processed quickly:

• You need to let us know that you have decided to cancel a Contract by emailing us at sales@granddrams.com

• Return a copy of your invoice to us with the items that you are returning highlighted. Please note the quantity and reason(s) for return against each item on your invoice. (Returns must include a printed statement confirming customer name, initial order number, customer address and reason for cancellation or return.)

• Please ensure to pack and seal your return securely in the original packaging to prevent possible damage while in transit. It must have sufficient padding and void fill to prevent possible damage in transit.  Please be aware we will reduce the refund value bottle/item purchase price, potentially to zero, to reflect any reduction in value to the product(s) caused by damage and/or deterioration arising from poor customer handling and/or caused by courier damage on the return to us.

Refunds will be paid within 14 days of receiving the returned product(s).

Cancellations 

If an item is delivered in a faulty or damaged condition, you have a 30-day right to reject which begins from the date of ordering (for perishable products, this is limited to the best-before date if this is sooner).

All non-business customers (that is, those customers who are not purchasing either wholly or in part for business use) have a right to cancel a contract (‘Contract’) in which they purchase merchandise (‘Products’) from us or withdraw their offer to purchase the Product(s) as applicable, at any time up to fourteen days from the date of your order being placed (‘The Cancellation Period’) unless the order includes products that have been personalised or that we have specified the products as being non-returnable.

To cancel your order, you must inform us in writing to sales@grandrams.com, before the expiry of the cancellation period. If you have already taken delivery of the order, you need to return the product(s) to us as per the returns procedure.

Unless the items being returned were delivered in error or the items were damaged or defective, you will be liable for the full cost of returning the product(s) and will be responsible for any damage to the product(s) until we acknowledge receipt of the products.

As such, you should ensure that the product(s) are adequately insured. You have a legal responsibility to keep the product(s) in your possession and to take reasonable care of the products until you return them to us.

Should the product(s) show signs of damage or tampering, we may have a right against you for compensation.

We retain the right to arrange for collection of the product(s) at your cost in the event that you have not returned the product(s) within 30 days of your notice of cancellation.

Exchange

We can exchange product(s) if you want to cancel your contract as long as we are informed of your intention to return the product(s) within seven working days of the goods being delivered and where you accept the cost of returning the item and insurance where appropriate.

A full refund will only be given where the goods are received in the same condition as when they were shipped by us.

Please note that if you are exchanging a product that is more than the value of the replacement product, we will refund the difference via your original payment method.

If you are exchanging a product that is less than the value of the replacement product, additional payment will be required.

Upon exchanging a product, you will be liable to pay a new shipping and handling charge. Please retain your original invoice as this may be asked for as proof of purchase. We will bill your credit card for the new merchandise and process your credit for returned merchandise as soon as we receive it.

Important and please note

Please note that not all of the items for sale at Grand Drams are new especially but not limited to collectable, discontinued, limited editions or antique product. Product images on the website are intended for illustrative purposes only and may not be exact representations of the item in stock, particularly for antique and/or discontinued products, which may not be in 100% perfect condition.  Please also be aware that batch numbers, vintages and bottling dates may be subject to change. If this happens, we will do our best to inform you before the item is shipped.