Terms of service

TERMS AND CONDITIONS FOR CONSUMER PURCHASES

Please read the following important terms and conditions before you buy anything on our site.

These terms and conditions apply if you are purchasing our goods as a consumer (i.e. you are not acting within a trade, business or profession). If you are a trade buyer, please see our Trade Terms and Conditions.

Summary of your key rights:
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following:

  • up to 30 days: if your goods are faulty, then you can get a refund
  • up to six months: if they can't be replaced, then you're entitled to a full refund, in most cases
  • up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.adviceguide.org.uk or call 03454 04 05 06.

The information in this summary box summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.

This contract sets out:

  • your legal rights and responsibilities
  • our legal rights and responsibilities, and
  • certain key information required by law

In this contract:

  • We, us or our means Distillers Direct Ltd, and
  • You or your means the person using our site to buy goods from us

If you don't understand any of this contract and want to talk to us about it, please contact us by e-mail customersupport@distillersdirect.com

Do you need extra help?

If you would like this contract in another format (for example large print) please contact us.

Who are we?
We are Distillers Direct Ltd registered in England and Wales under company number: 9609813

Our registered office is at: 16 Kernan Drive, Loughborough LE11 5JF.

Our trading address is at: 16 Kernan Drive, Loughborough LE11 5JF

Our VAT number is: 218 2535 19.

We are subject to The Licensing Act 2003.

1 Introduction
1.1 If you buy goods on our site you agree to be legally bound by this contract.
1.2 You may only buy goods from our site for non-business reasons.
1.3 This contract is only available in English. No other languages will apply to this contract.
1.4 You may only buy goods from our site if you are over the age of 18. If you are buying any goods as a gift then you warrant that the recipient is over the age of 18.
1.5 You can only buy goods from us if you live in the United Kingdom.
1.6 We will only deliver goods to an address in the United Kingdom.
1.7 When buying any goods you also agree to be legally bound by:
1.7.1 Our Website Terms and Conditions and any documents referred to in them;
1.7.2 Our Privacy and Cookies Policy
1.7.3 extra terms which may add to, or replace some of, this contract. This may happen for security, legal or regulatory reasons. We will contact you to let you know if we intend to do
All these documents form part of this contract as though set out in full here.
2 Information we give you
2.1 By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:
2.1.2 read the Confirmation Email (see clause 3.2.3)
2.1.3 contact us by using the contact details at the end of these terms;
2.1.4 Please read the Key Information section
2.2 The key information we give you by law forms part of this contract (as though it is set out in full here).
2.3 If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.
3 Ordering goods from us
3.1 Below, we set out how a legally binding contract between you and us is made.
3.2 You place an order on the site by following the process. Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before submitting it to us.
3.2.1 When you place your order at the end of the online checkout process (e.g. when you click on the pay now button) we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.
3.2.2 We may contact you to say that we do not accept your order. This is typically for the following reasons:.
(a) the goods are unavailable
(b) your payment has not been authorised
(c) you are not allowed to buy the goods from us
(d) we are not allowed to sell the goods to you
(e) you have ordered too many goods
(f) there has been a mistake on the pricing or description of the goods
3.2.3 We will only accept your order when we email you to confirm this (Confirmation Email). At this point:
(a) a legally binding contract will be in place between you and us, and
(b) we will dispatch the goods to you
3.3 If you are under the age of 18 you may not buy any goods from the site.
4 Right to cancel this contract
4.1 You have the right to cancel this contract within 14 days without giving any reason.
4.2 The cancellation period will expire after 14 days from the day that you have received the goods from us (or, where we send the goods in instalments, 14 days from the date after receipt of the last delivery of the goods under your order.
4.3 To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or email). You can use the model cancellation form set out at the end of these terms, but it is not obligatory.
4.4 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired
5 Effects of cancellation
5.1 If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
5.2 We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you (for example, if the goods have been opened or damaged).
5.3 We will make the reimbursement without undue delay, and not later than:
5.3.1 14 days after the day we received back from you any goods supplied, or
5.3.2 (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
5.3.3 if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract
5.4 We will make the reimbursement using the same means of payment as you used for the initial transaction.
5.5 If you have received goods:
5.5.1 You shall send back the goods back to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
5.5.2 You will have to bear the direct cost of returning the goods.
5.5.3 you are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
6 Delivery
6.1 We use a courier to deliver our goods. If you want to see your delivery options, visit our webpage before you place your order.
6.2 The estimated time window for delivery of the goods is usually 1-2 working days and is set out in the Confirmation Email (see clause 3.2.3).
6.3 If something happens which:
6.3.1 is outside of our control, and
6.3.2 affects the estimated date of delivery
we will let you have a revised estimated date for delivery of the goods.
6.4 Delivery of the goods will take place when we deliver them to the address that you gave to us.
6.5 Due to our legal obligations, we cannot deliver the goods if we are unable to properly identify you. Please provide our driver with a form of ID (passport or photo card driving licence).
6.6 Unless you and we agree otherwise, if we cannot deliver your goods within 30 days, we will:
6.6.1 let you know
6.6.2 cancel your order, and
6.6.3 give you a refund
6.7 If nobody is available to take delivery, please contact us using the contact details at the of this agreement..
6.8 You are responsible for the goods when delivery has taken place. In other words, the risk in the goods passes to you when you take possession of the goods.
6.9 We do not make deliveries to any addresses outside of the UK.
6.10 We may deliver your goods in instalments. If you want to see whether your goods may be delivered in this way, click on the customer enquiry form at any time during the online checkout process.
6.11 For large deliveries the Goods will be delivered as close as possible to your front door however, if for whatever reason this is unreachable (for example if you live in a narrow street, or there are stairs at your property or there is any obstruction, delivery will be made as close as possible.
6.12 For all deliveries, the driver is not insured to take the Goods inside of your property and you should make arrangements for the Goods to be taken inside of your property.
6.13 We do not process orders over Bank holidays and we will get your order to you as quickly as possible.
7 Payment
7.1 Payment can be made by debit or credit card through Paypal. We are therefore not responsible to you for any loss that you may suffer by using Paypal as a third party payment mechanism.
7.3 Your credit card or debit card will be charged at the time that you submit your order. We will not dispatch the goods until we have received your payment from Paypal.
7.5 If your payment is not received by us and you have already received the goods, you:
7.5.1 must pay for such goods within 7 days, or
7.5.2 must return them to us as soon as possible. If so, you must keep the goods in your possession, take reasonable care of them and not use them before you return them to us
7.6 If you do not return any goods (such as where you have not paid for them) we may collect the goods from you at your expense. We will try to contact you to let you know if we intend to do this.
7.7 Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under Clauses 4 and 5.
7.8 The price of the goods:
7.8.1 is in pounds sterling (£)(GBP)
7.8.2 includes VAT at the applicable rate
7.8.3 does not include the cost of:
(a) delivering the goods (if you want delivery options and costs, visit our website before you place your order
8 Nature of the goods
8.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:
8.1.1 are of satisfactory quality
8.1.2 are fit for purpose
8.1.3 match the description given.
8.2 We must provide you with goods that comply with your legal rights.
8.3 The packaging of the goods may be different from that shown on the site.
8.4 While we try to make sure that the colours of our goods are displayed accurately on the site, the actual colours that you see on your computer may vary depending on the monitor that you use.
8.5 Any goods sold:
8.5.1 at discount prices
8.5.2 as remnants
8.5.3 as substandard
will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.
8.6 If we can't supply certain goods we may need to substitute them with alternative goods of equal or better standard and value. In this case:
8.6.1 we will let you know if we intend to do this but this may not always be possible
8.6.2 you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for
9 Faulty goods
9.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at the top of this contract. They are a summary of your key rights. For more detailed information on your rights and what you should expect from us, please:
9.1.1 contact us using the contact details at the end of this agreement, or
9.1.2 visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06
9.2 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
9.3 Please contact us using the contact us if you want:
9.3.1 us to replace the goods
9.3.2 a price reduction
9.3.3 a refund
9.4 If you receive faulty goods from us then you must notify us immediately using the contract details at the end of this agreement. If you do not do so, or you do so later than 5 working days after receiving the goods, then we will have no liability to you. We may ask you for evidence of the damaged or faulty goods.
10 End of the contract
10.1 If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.
11 Limit on our responsibility to you
11.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), we are not legally responsible for any:
11.1.1 losses that:
(a) were not foreseeable to you and us when the contract was formed
(b) that were not caused by any breach on our part
11.1.2 business losses
11.1.3 losses to non-consumers
11.2 We will not have any liability to you for goods that are not delivered to you unless, within 14 days of the date we estimated delivery of the goods, you have informed us in writing that the goods have not been received.
12 Disputes
12.1 We will try to resolve any disputes with you quickly and efficiently.
12.2 If you are unhappy with:
12.2.1 the goods
12.2.2 our service to you
12.2.3 any other matter
please contact us as soon as possible.
12.3 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
12.3.1 let you know that we cannot settle the dispute with you, and
12.3.2 give you certain information required by law about alternative dispute resolution providers however, we will determinate at that stage, at our absolute discretion, whether we are willing to deal with any dispute by alternative dispute resolution.
12.4 If you want to take court proceedings, the relevant courts of England and Wales will have exclusive jurisdiction in relation to this contract
12.5 Relevant English law will apply to this contract
13 Third party rights
13.1 No one other than a party to this contract has any right to enforce any term of this contract
14. Other important information
14.1 You should be aware of the following inherent risk and warnings relating to the goods:
14.1.1 Alcohol should be consumed in moderation
14.1.2 The goods ordered can be heavy so extra care should be taken when lifted them;
14.1.3 Sparkling wines and champagnes can be volatile due to the build-up of gasses and extra care should be taken when opening these goods;
14.1.4 Some wines, particularly red wine, can cause staining if spilt so extra care should be taken.
14.2 We collect data from you when you use our site and you order goods from us. Please see our Privacy and Cookies Policy.
14.3 We have security measures in place to protect the information you give to us.
14.4 It is your responsible to protect your username and password information from being disclosed to any third party and you must not allow any third party to use your details to order goods from us.

Contact us
If you wish to contact us for any reason you can
Write to us at: 16 Kernan Drive, Loughborough LE11 5JF
Email us at: customersupport@distillersdirect.com

We aim to respond to all communications within 3 working days.

Please use the format below:

Cancellation form
To: Distillers Direct Ltd
16 Kernan Drive
Loughborough LE11 5JF I/We Hereby give notice that I/We
Cancel my/our contract of sale of the following goods:
Ordered on / /
Received on / /
Name of consumer(s)
Address of consumer(s) Name: Address Line 1 Address Line 2 Postcode Signature of consumer(s)
Date / /