General Returns Information
If for any reason you’re not happy with your recent purchase, we’ve made it as easy as possible for you to return or exchange the goods you have purchased from Torabhaig Distillery Ltd. However, only products purchased via this website may be returned using the method outlined below. If you purchased your product from our shop, another website or another high street retailer, you must return the item directly to them.
If you’re not 100% happy with your recent purchase, we will gladly exchange this or give you a refund provided you return the goods to us within 30 days of your original purchase.
We’ve tried to make this process as easy as possible for you.
Use the returns label attached to your despatch note to return your item(s). Simply complete, apply to your parcel and take it to your local post office.
4 easy steps to enable a exchange or refund:
Step 1 – Apply the returns address label at the foot of your delivery note to the outside of your returns package. Make sure any other carrier labels are struck-through with a marker pen. For UK orders only, this returns label is pre-paid by Torabhaig Distillery Ltd.
Step 2 – Complete the returns or exchange section on your delivery note. If you are making an exchange, please make sure you let us know which product(s) you would like as a replacement and ensure it is returned with the goods. If you are returning faulty goods and have misplaced or thrown-away your delivery note, please write your personal details (e.g. your name, address, phone number), order number, and reason for returning the item onto a sheet of paper and include this within the package. You will find our returns address detailed below.
Step 3 – Place all items you want to return in their original packaging, don’t forget to enclose the completed Returns Form. Secure the parcel well, and then attach the address label provided with our delivery note.
Step 4 – Take your parcel to your nearest colection point following instructions on the return label. Torabhaig Distillery Ltd will cover the cost of postage if you are returning products from within the UK. If you wish to return items from out-with the UK please send an e-mail to firstname.lastname@example.org and we will assist you to do so.
IMPORTANT: Remember to ask for a proof of postage receipt which you should retain until you receive your refund.
All returns will be refunded to you via your original form of payment once they have been received and inspected at our distribution centre. Please allow up to thirty (30) days for the credit to appear on your statement.
Upon receipt of a faulty item, an inspection takes place. If we agree that the fault is due to ourselves or has occurred during transit then the item will be replaced or repaired free of charge.
Our Returns Policy
You may return new, unworn, or unused products within thirty (30) days of delivery to receive a full refund of the cost of the goods or to exchange them. Items should be returned in their original packaging, and with all descriptive swing-tickets still attached. This does not affect your statutory rights.
It is essential for both hygiene and for a thorough assessment that faulty items are returned to us in a clean, dry and presentable fashion. We reserve the right to refuse an inspection if the products are returned in a state unfit for handling. We trust you agree that this is a reasonable request.
For UK returns, faulty goods and exchanges, Torabhaig Distillery Ltd will pay the cost of the return shipping.
In all cases, you must obtain a ‘proof of postage’ from the carrier as undelivered items cannot be refunded.
Upon receipt of a faulty item, an inspection takes place. If we agree that the fault is due to our neglect or has occurred during transit then the item will either be replaced or repaired free of charge.
We reserve the right to reject returned goods which are not returned in accordance with our returns policy, and we may request that you pay for the shipping of such goods back to you.
Torabhaig Distillery Ltd will pay the cost of shipping exchanged goods back to you. However, this will only be at our standard shipping service rate. If you wish the exchanged goods to be shipped via an express service, you will need to ring our Customer Service centre and pay the difference in cost between express and standard shipping.
When you receive products you have ordered, we understand that you will want to try them on to ensure the fit and feel of the item is as you envisaged. Many of our products are worn next to the skin, so please bear this in mind when trying them on, as this may affect our ability to offer you a refund should you decide to return the item, and we subsequently find the item is not in a fully re-saleable condition.
Cooling Off Period
In addition to our Returns Policy, under the Distance Selling Regulations, customers purchasing from within the UK have 14 working days (beginning the day after receipt) to cancel a purchase. In this case, we will provide a full refund of the price of the goods and the delivery charges.
We will cover the cost of postage back to Torabhaig Distillery Ltd.
We advise that you receive proof of postage from your chosen carrier as we cannot issue refunds on goods we do not receive.
Please note the returns form is at the foot of your delivery note that arrives with your parcel.
If, for any reason, you misplace your returns label, our address is as follows:
Torabhaig Distillery Ltd
Isle of Skye