Refund policy
Landlocked Guarantee & Returns Policy
Effective Date: 01/08/2023 (Updated: November 2025)
At Three Counties Spirits Co Limited, we are committed to ensuring your satisfaction with our chef-crafted spirits. We want you to enjoy every proper drop.
1. Our Guarantee & Your Statutory Rights
1.1. The Love Landlocked Guarantee: We offer an extended guarantee, allowing you to initiate a return within 30 days of your order being shipped if you are not completely satisfied. This guarantee applies to our 500ml (Cocktails), and 700ml bottles. 1.2. Statutory Right to Cancel: As a consumer purchasing online, you have a legal right to cancel your order and receive a full refund within 14 calendar days from the day you received the goods (the cooling-off period). Our Love Landlocked Guarantee (30 days) incorporates and extends this statutory right, providing you a longer window to initiate a return. 1.3. Faulty or Damaged Goods: If your item is received faulty, damaged, or not as described, you are entitled to a refund, replacement, or repair under the Consumer Rights Act 2015.
2. How to Request a Return
To initiate any return (under our guarantee, under your statutory right, or due to a fault), please contact us via email at hello@threecountiesspiritsco.com within 30 days of the date your order was shipped. Please quote your order number.
3. Standard Return Process (Applies to single-item returns)
3.1. Collection: We will arrange for the product to be collected from your specified address and securely packaged for return. Alternatively we may send you a returns label to print and apply to the package. 3.2. Liquid Requirement: To be eligible for a refund or replacement under the Love Landlocked Guarantee (Section 1.1), we must receive a minimum of 90% of the liquid back for testing purposes. We recommend only sampling the product once to determine satisfaction. 3.3. Refunds for Faulty/Damaged Items (Statutory): If the return is due to an item being faulty, damaged, or an error on our part, we will refund the original purchase price, including the initial delivery costs. 3.4. Refunds for Guarantees/Change of Mind: If the return is initiated under our Love Landlocked Guarantee (Section 1.1) or your 14-day statutory right, we will refund the purchase price, but regrettably cannot refund the cost of the original delivery.
4. Specific Terms: Proper Pour Multi-Save Offer
4.1. The Proper Pour Multi-Save Offer is a tiered volume discount and is treated as a single bundle purchase. 4.2. Partial Returns Not Accepted: To qualify for a refund on a Multi-Save purchase, the customer must return the entire Multi-Save order (all 2, 3, or 4+ bottles purchased in that transaction). Partial returns are not accepted. 4.3. Return Condition: All returned bottles must be unopened and in a re-sellable condition. The return must be initiated and received by the Promoter within 7 days of the original order date. 4.4. If the full bundle is returned in re-sellable condition within the 7-day window, a refund will be issued for the full amount paid for the products after the discount was applied.
5. Failure To Meet Quality Checks
5.1. Manipulation/Adulteration: If the returned product does not match our quality checks from the original batch (e.g., evidence of manipulation, adulteration, or external contamination), we cannot issue a refund. 5.2. Customer Charge: In this event, we will retain the product. The customer will be invoiced for the full return shipping costs (Section 3.1) plus the cost of redelivery to the customer. Once payment is received, the product will be returned to you.
6. Commitment to Direct Resolution
We are committed to resolving any issues quickly and fairly. We ask that customers contact us directly via email at hello@threecountiesspiritsco.com as soon as possible. Engaging with us first allows us to initiate the quality check, collection, and resolution process efficiently, ensuring the quickest refund or replacement under our guarantee.
7. Contact Us
If you have any questions, concerns, or wish to initiate a return, please contact us: Email: hello@threecountiesspiritsco.com Address: Three Counties Spirits Co Limited, Unit 3, 37-39 Simpson Road, Fenny Stratford, MK1 1BA
