FAIR AND SIMPLE
RETURNS & REFUNDS
Returns & refunds
Last updated: 03 August 2026
We want you to be happy with every order. This policy explains how to cancel an online order, return eligible products or make a claim for faulty, damaged or incorrect goods. It is provided in line with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Changed your mind? Your 14-day right to cancel
When you purchase from us online, you may cancel your order from the moment it is placed until 14 days after the day you receive the goods. You do not need to provide a reason for cancelling.
You must tell us that you wish to cancel within this 14-day period. After notifying us, you then have a further 14 days to send the goods back.
To cancel, email support@twelve12drinks.co.uk with your order number and a clear statement that you wish to cancel your order.
Condition of change-of-mind returns
Change-of-mind returns are accepted for products that are new, unused and returned as a complete case. All individual cans or bottles must remain unopened and in their original condition.
Please return the products in their original case packaging wherever reasonably possible and package them securely to prevent damage during return delivery.
You may inspect the goods as you reasonably would before deciding whether to keep them. However, if products are opened, consumed, missing, damaged or handled beyond what is reasonably necessary to inspect them, we may reduce the refund to reflect any resulting loss in value. This does not affect your rights where goods are faulty, damaged, incorrect or not as described.
Returning an unwanted order by post
Change-of-mind returns are accepted by post only. Please contact us before sending anything back so that we can provide the applicable return instructions and ensure your return can be identified when it arrives.
For a change-of-mind return, you are responsible for arranging the return, creating or purchasing the postage label and paying the return postage cost. We recommend using a tracked delivery service and keeping your proof of postage until your refund has been completed.
We do not charge a restocking, handling or administration fee for an eligible return.
Refunds on cancelled orders
We will issue your refund to the original payment method within 14 days after we receive the returned goods or evidence that you have sent them back, whichever occurs first.
For a valid cancellation of the entire order, the refund will include the cost of our least expensive standard delivery service offered when the order was placed. If you selected a more expensive or enhanced delivery option, the additional delivery cost is not refundable.
Although we will issue the refund within the timeframe above, your bank, card issuer or payment provider may require additional time to display the funds in your account.
Exchanges
We do not offer exchanges for change-of-mind returns. If you would prefer another product or flavour, you may return the eligible unwanted order for a refund and place a new order separately.
If an item is faulty, damaged or incorrect, please contact us. Depending on the circumstances and your statutory rights, we will provide an appropriate remedy, which may include a replacement or refund. A replacement provided for a faulty, damaged or incorrect item is not treated as a general exchange.
Faulty, damaged or incorrect orders
If something arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible. Reporting transit damage within 48 hours can help us investigate the issue with the carrier quickly, but this is not a strict deadline and does not affect your statutory rights.
Depending on the circumstances and your rights under the Consumer Rights Act 2015, the appropriate remedy may include a replacement or refund.
Please contact us before returning a faulty, damaged or incorrect item. If we require the goods to be returned, we will arrange an appropriate return method or reimburse reasonable return postage costs.
Photographs of the goods, outer packaging and delivery label can help us investigate and resolve the matter more quickly. We may ask you to provide photographs where reasonably possible, but this does not limit your statutory rights.
- Products damaged in transit, including leaking, broken or severely damaged cans or bottles
- An incorrect product, flavour or quantity supplied
- A product that is faulty, unsafe or not as described
- A product supplied past its use-by date
- A product supplied past its best-before date where this was not clearly disclosed before purchase
How to make a return or claim
Email support@twelve12drinks.co.uk with:
- Your order number
- Your full name and delivery postcode
- The product or products affected
- Whether you wish to cancel or report a problem
- Photographs where the goods are faulty, damaged or incorrect
We will reply with the appropriate next steps. Please do not send anything back before contacting us. Once we have acknowledged your cancellation or claim and provided the applicable return instructions, please send the goods to:
Twelve12 DrinksHaitchco Ltd
Unit 1C, Halliwell Mills
Bertha Street
Bolton
BL1 8AH
Please include your order number inside the parcel so that we can identify and process your return.
Frequently asked questions
How long do I have to return an unwanted order?
You must tell us that you wish to cancel within 14 days after the day you receive your order. After notifying us, you then have a further 14 days to send the goods back.
What condition must a change-of-mind return be in?
To receive a full change-of-mind refund, the products should be new, unused and returned as a complete case. All individual cans or bottles must remain unopened and in their original condition.
Can I return an incomplete or opened case?
If products are opened, consumed, missing or handled beyond what is reasonably necessary to inspect them, we may reduce the refund to reflect the loss in value. This restriction does not affect your rights if the order is faulty, damaged, incorrect or not as described.
Can I exchange an unwanted product for another flavour?
No. We do not offer general exchanges for change-of-mind returns. You may return an eligible unwanted order for a refund and place a separate order for the product you prefer.
Is a replacement for a faulty or damaged item considered an exchange?
No. Where an item is faulty, damaged or incorrect, a replacement may be provided as an appropriate remedy. This is separate from our policy of not offering general change-of-mind exchanges.
Who pays for return postage?
For a change-of-mind return, you are responsible for arranging and paying for return postage. If an item is faulty, damaged or incorrect and we require it to be returned, we will arrange an appropriate return method or reimburse reasonable return postage costs.
Do you charge a restocking fee?
No. We do not charge a restocking, handling or administration fee for an eligible return.
My order arrived damaged. What should I do?
Contact support@twelve12drinks.co.uk as soon as possible with your order number and photographs of the product, packaging and delivery label. Contacting us within 48 hours can help us investigate quickly, but reporting the issue later does not affect your statutory rights.
When will I receive my refund?
We will issue your refund to the original payment method within 14 days after receiving the returned goods or evidence that you have sent them back, whichever occurs first. Your bank or payment provider may take additional time to display the refund.
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 consumer advice, visit Citizens Advice .
