FAIR AND SIMPLE

RETURNS & REFUNDS

Returns & refunds

Last updated: June 2026

We want you to be happy with every order. This policy explains your rights to cancel, return or get a refund, in line with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Changed your mind? Your 14-day right to cancel

As an online shop, we give you a 14-day cooling-off period. You can cancel your order from the moment you place it up to 14 days from the day you receive your goods — no reason needed. Once you’ve told us you’re cancelling, you then have a further 14 days to return the goods to us.

To keep things fair and safe, change-of-mind returns apply to unopened, sealed cases in their original condition. For health and hygiene reasons, we’re unable to accept returns of opened cases or loose cans once the outer seal or packaging has been broken — this does not affect your rights if an item is faulty.

To cancel, email us at support@twelve12drinks.co.uk with your order number within 14 days of delivery. You’ll be responsible for the cost of returning unwanted goods unless the item is faulty.

Refunds on cancelled orders

Once we receive your returned goods (or proof that you’ve sent them back), we’ll refund you within 14 days. This includes the basic standard delivery cost of your original order. If you chose an enhanced delivery service, such as a next-day option, we’ll refund the basic delivery rate rather than the premium you paid.

We may reduce your refund to reflect any loss in value if the goods have been handled more than necessary to check them.

Faulty, damaged or incorrect orders

If something arrives faulty, damaged, past its best-before date or not what you ordered, please let us know as soon as you can — ideally within 48 hours of delivery so we can put it right quickly. Under the Consumer Rights Act 2015, you’re entitled to a repair, replacement or refund for faulty goods.

For damaged or faulty items, we’ll cover the cost of return and arrange a replacement or full refund, including delivery. Photos of the issue help us resolve your claim faster, so please include them where you can.

  • Damaged in transit (dented, leaking or broken cans)
  • Incorrect item or flavour sent
  • Product past its best-before or use-by date on arrival
  • A genuine fault with the product

How to make a return or claim

Email support@twelve12drinks.co.uk with your order number, what you’d like to do, and (for faulty or damaged goods) a photo. We’ll reply with next steps. Please don’t send anything back before contacting us. Once your return is agreed, please send it to:

Twelve12 Drinks
Haitchco Ltd.
Unit 8, Halliwell Mills
Bertha Street
Bolton
BL1 8AH

Subscribe & Save orders

Subscription orders carry the same returns and refund rights as one-off purchases. You can skip, pause or cancel a subscription at any time from your account — see our Subscribe & Save page for details.

Frequently asked questions

How long do I have to return an order?

You have 14 days from the day you receive your order to tell us you’d like to cancel, then a further 14 days to send the goods back to us.

Can I return cans or cases I’ve already opened?

For health and hygiene reasons we can only accept change-of-mind returns on unopened, sealed cases in their original condition. If an item is faulty or damaged, this doesn’t apply — we’ll always put a faulty order right.

Who pays for return postage?

If you’re returning an order because you’ve changed your mind, you cover the cost of sending it back. If your order is faulty, damaged or incorrect, we’ll cover the return cost in full.

My order arrived damaged — what should I do?

Email support@twelve12drinks.co.uk within 48 hours of delivery with your order number and a photo of the damage. We’ll arrange a replacement or full refund, including delivery, as quickly as we can.

When will I get my refund?

Once we’ve received your return or proof of postage, we’ll process your refund within 14 days, back to your original payment method.

How do I cancel a Subscribe & Save order?

You can skip, pause or cancel any time from your account — there’s no commitment. Visit our Subscribe & Save page for full details.

This policy is offered in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For free, impartial advice, visit Citizens Advice at citizensadvice.org.uk.