Refund policy

Overview

At Grainmash, we take pride in supplying premium whisky products that are carefully stored, packed, and shipped. Due to the nature of alcoholic goods and limited edition products, all return and refund requests are subject to the conditions below.

By placing an order through our website, you agree to this Return & Refund Policy.

 

Age Restricted Products

All products sold on this website are age restricted alcoholic beverages.

By purchasing from us, you confirm that:

• You are at least 18 years old or the legal drinking age in your jurisdiction
• You are legally permitted to purchase alcohol in your country or region
• The recipient of the delivery is also legally permitted to receive alcohol

We reserve the right to:

• Request proof of age before dispatch or delivery
• Refuse service or cancel orders where age verification cannot be completed
• Refuse refunds where delivery is refused due to failed age verification

 

Returns Eligibility

Due to hygiene, safety, authenticity, and resale concerns, we do not accept returns of opened, consumed, or tampered products.

Returns may only be accepted where:

• The item arrived damaged
• The wrong item was delivered
• The product is defective or faulty upon arrival
• The order was lost in transit
• You notify us within the required timeframe stated below

All return requests must be submitted within 48 hours of delivery.

Failure to notify us within this timeframe may result in rejection of the claim.

 

Non Returnable Items

The following items are strictly non returnable and non refundable:

• Opened bottles
• Bottles with broken seals
• Products damaged after delivery
• Clearance or sale items
• Gift cards or promotional vouchers
• Limited edition or investment grade bottles unless damaged in transit
• Orders refused at delivery without valid reason
• Incorrect orders placed by the customer

We reserve the right to reject any return where the product condition suggests misuse, tampering, or consumption.

 

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, you must:

• Contact us within 48 hours of delivery
• Provide your order number
• Provide clear photographs of:
• The product
• Packaging
• Shipping label
• Any visible damage

Failure to provide photographic evidence may result in denial of the claim.

Where a claim is approved, we may offer, at our sole discretion:

• Replacement product
• Store credit
• Exchange for another product
• Partial refund
• Full refund

Store credit may be offered as the primary resolution method before a monetary refund.

Refunds will only be issued where a replacement, exchange, or store credit is not reasonably suitable.

We reserve the right to request return of the damaged item before issuing compensation.

 

Lost Parcels

Orders marked as delivered by the courier are considered fulfilled.

We are not responsible for:

• Incorrect shipping addresses provided by the customer
• Theft after delivery
• Missed deliveries
• Delays caused by customs, weather, courier disruptions, or local regulations

If a parcel is genuinely lost in transit, we will investigate with the courier before approving any refund or replacement.

Claims for lost parcels must be submitted within 7 days of the estimated delivery date.

 

Failed Deliveries & Returned Parcels

If an order is returned to us because:

• The customer provided an incorrect address
• The customer failed to collect the parcel
• Delivery was refused
• Age verification failed

We may deduct the following from any refund:

• Original shipping costs
• Return shipping costs
• Handling and restocking fees
• Payment processing fees where legally permitted

Shipping fees are non refundable unless the error was caused by us.

 

Right to Cancel

Where applicable under UK consumer law, customers may have the right to cancel certain orders within 14 days of receiving goods.

However, this right may not apply where:

• Goods are sealed alcoholic beverages whose value is subject to market fluctuations
• Products have been opened or unsealed
• The products are personalised or specially sourced

To exercise any eligible cancellation rights, products must be:

• Unopened
• Unused
• In original condition and packaging

Customers are responsible for return shipping costs unless otherwise agreed.

 

Refund Processing

Approved refunds will be processed to the original payment method only where required by applicable consumer protection laws or where no alternative resolution is agreed.

Whenever possible, refunds may instead be issued in the form of:

• Store credit
• Gift balance
• Product exchange
• Replacement shipment

Store credit issued by us:

• May have an expiry period where legally permitted
• Is non transferable
• Cannot be exchanged for cash
• Can only be used on purchases made through our website

Please allow:

• 5 to 10 business days for processing after approval
• Additional time depending on your bank or payment provider

We reserve the right to refuse refunds where fraud, abuse, or policy violations are suspected.

 

Chargebacks & Fraud Prevention

Customers agree to contact us directly before initiating any payment dispute or chargeback.

Fraudulent chargebacks, false claims, or abuse of the refund system may result in:

• Permanent account suspension
• Refusal of future orders
• Submission of evidence to payment processors
• Legal action where appropriate

 

International Orders

Customers are responsible for:

• Import duties
• Customs taxes
• Local alcohol import laws
• Seizures or delays caused by customs authorities

We do not guarantee successful customs clearance for international shipments and refunds will not be issued for customs related rejections or confiscations.

 

Our Right to Refuse Returns

We reserve the absolute right to:

• Refuse any return request that does not comply with this policy
• Limit or deny refunds in cases of suspected abuse
• Cancel orders suspected of resale, fraud, or policy violations

 

Contact Us

For return or refund requests, contact:

Leadscale Labs Ltd
Company No. 04738797
Registered in England & Wales
Registered office: Unit 1, 6 Owen Street, London, EC1V 7JX
Email: contact@grainmash.com

Please include your order number in all correspondence.