1. Introduction
This Refund, Return & Cancellation Policy applies to purchases made through Vintagespiritsco at www.vintagespiritsco.com.
Vintagespiritsco operates from Singapore and serves customers in European markets. This policy explains the procedures for order cancellations, returns, refunds, damaged or defective goods, and delivery-related enquiries.
We aim to handle all requests fairly and in accordance with applicable Singapore legislation and the mandatory consumer protection laws applicable in the customer’s country of residence.
Nothing in this policy excludes or restricts any statutory consumer rights that cannot lawfully be excluded.
2. Payment Methods and Refund Processing
Customers may pay for orders using the payment methods displayed at checkout, which may include:
- Visa.
- Mastercard.
- American Express.
- Apple Pay.
- Google Pay.
- Other supported electronic wallets.
Where a refund is approved, it will normally be issued to the original payment method used for the purchase.
For example, payments made by bank card will normally be refunded to the same card, while payments made through an electronic wallet will normally be returned through the corresponding payment method.
If the original payment method is no longer available, please contact us so that an appropriate refund arrangement can be considered.
The time required for the refunded amount to appear in the customer’s account may depend on the payment provider and the customer’s financial institution.
Vintagespiritsco does not charge customers an additional administration fee for processing a refund.
3. Right of Withdrawal – 14-Day Returns
Customers purchasing goods online for delivery within the European Union generally have a statutory right to withdraw from their purchase within 14 calendar days without giving a reason, subject to applicable legal exceptions.
For goods, the withdrawal period begins on the day the customer, or a third party designated by the customer other than the carrier, physically receives the goods.
Where an order contains several items delivered separately, the withdrawal period generally begins when the customer receives the final item.
To exercise this right, customers must notify Vintagespiritsco of their decision to withdraw within the applicable 14-day period.
Customers may submit their request by email:
The email should include:
- Full name.
- Order number.
- Product name.
- A clear statement that the customer wishes to withdraw from the purchase.
Customers may use the model withdrawal form at the end of this policy, but are not required to use that particular format.
4. Return Conditions for Change-of-Mind Requests
Following notification of withdrawal, customers must send the goods back within 14 calendar days of notifying Vintagespiritsco of their decision.
For change-of-mind returns, customers should:
- Return the correct item associated with the original order.
- Include the product components and accessories originally supplied.
- Pack the item appropriately for its return journey.
- Include the order reference or other purchase information.
Customers may handle the goods to the extent necessary to establish their nature, characteristics and functioning, as they would reasonably be permitted to do in a shop.
Customers may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, in accordance with applicable law.
A return will not be rejected solely because the original packaging has been opened.
5. Return Address
For approved return arrangements, customers should send goods to the following address:
Return Destination:
Vintagespiritsco Returns Department
XXX
Singapore / European Return Address, as applicable
Return Enquiries: cocktail@vintagespiritsco.com
Customers should contact us before dispatching a return so that the correct return destination and relevant instructions can be provided.
The return destination communicated for the specific return must be used.
For ordinary change-of-mind withdrawals, the customer is responsible for the direct cost of returning the goods, unless Vintagespiritsco has agreed otherwise or applicable law requires a different arrangement.
Where a return is required because goods are faulty, damaged, misdescribed or otherwise do not conform to the purchase contract, the applicable return costs and arrangements will be handled in accordance with statutory consumer rights.
6. Refunds for Right of Withdrawal
When a valid withdrawal request is received, Vintagespiritsco will reimburse the payments received for the relevant purchase.
The refund will include the cost of the least expensive standard delivery option offered at the time of purchase, where applicable.
If the customer selected a more expensive delivery option, any additional delivery cost above the least expensive standard option will not normally be reimbursed, as permitted by applicable law.
Refunds will be issued without undue delay and no later than 14 calendar days after we have been informed of the customer’s decision to withdraw.
However, for returned goods, Vintagespiritsco may withhold the refund until:
- The returned goods have been received; or
- The customer has supplied evidence that the goods have been sent back;
whichever occurs first.
This does not affect any other refund obligations imposed by applicable law.
7. Damaged, Defective or Incorrect Goods
If an item arrives damaged, defective, incomplete or different from the item ordered, customers should contact our customer support team by email:
Please provide the following information:
- Order number.
- Product name.
- Description of the issue.
- Clear photographs showing the affected item and, where relevant, its outer packaging.
Photographs may be used to assess the reported issue and determine the appropriate resolution.
Where the available photographs provide sufficient information, Vintagespiritsco may arrange a refund or replacement without requiring the customer to return the affected item.
If further assessment is reasonably required, we may request additional information or discuss an appropriate return arrangement.
Customers are not required to return a damaged item where Vintagespiritsco confirms that no return is necessary.
This procedure does not limit the customer’s statutory rights or remedies for goods that do not conform to the purchase contract.
8. Remedies for Goods That Do Not Conform to the Contract
Customers are entitled to the remedies provided by the applicable consumer protection laws in their country of residence.
Depending on the circumstances and applicable law, these remedies may include:
- Repair or replacement.
- A price reduction.
- Termination of the sales contract and a refund.
The availability and order of these remedies depend on the nature of the issue and the relevant legal requirements.
Where a full refund or replacement is appropriate, Vintagespiritsco will communicate the proposed arrangement to the customer.
Statutory rights concerning faulty, damaged or non-conforming goods remain separate from the 14-day right of withdrawal.
Nothing in this policy reduces any mandatory legal guarantee or statutory remedy available to the customer.
9. Order Cancellation Before Dispatch
Customers who wish to cancel an order before dispatch should contact us as soon as possible.
Email: cocktail@vintagespiritsco.com
Please provide:
- Order number.
- Full name.
- Cancellation request.
We will check the order status and determine whether the cancellation can be processed before dispatch.
If the order has not yet been dispatched and cancellation can be completed, the order will be cancelled and the payment refunded through the original payment method.
If the order has already been dispatched, the customer may exercise the applicable statutory right of withdrawal after receiving the goods, subject to the relevant conditions.
This section does not restrict any cancellation rights provided by applicable law.
10. Delivery Delays
Orders are dispatched from Singapore using international delivery services, which may include:
- DHL Priority services.
- FedEx Priority services.
- UPS Priority services.
The estimated transit time is:
5–12 Business Days from the dispatch date.
This is an estimated transit period and is not calculated from the date the order is placed.
Customers receive automatic tracking notifications at relevant stages of the delivery process, including:
- Order dispatch.
- Arrival at logistics facilities.
- Updates within the destination country’s delivery network.
- Local delivery progress.
- Delivery completion, where tracking information is available.
Notifications are sent to the email address supplied during checkout.
If an order has not arrived within the estimated transit period, customers should contact us at cocktail@vintagespiritsco.com with their order number and tracking reference.
Vintagespiritsco will review the shipment records and, where appropriate, initiate an investigation with the relevant carrier.
Following the investigation and assessment of the circumstances, we will arrange an appropriate resolution, which may include:
- A full refund; or
- A replacement shipment.
Any resolution will be handled in accordance with the customer’s applicable statutory rights.
11. Lost or Unreceived Orders
If a parcel is reported as lost or has not been received, customers should contact us by email.
We will review the available tracking information and contact the relevant carrier where appropriate.
A carrier tracking record marked as delivered may be considered during the investigation, but it does not by itself override the applicable legal rules governing delivery and transfer of risk.
Where the customer has not received the goods and the circumstances establish that a refund or replacement is due, Vintagespiritsco will arrange the appropriate remedy.
Where delivery is arranged by Vintagespiritsco, the risk of loss or damage generally remains with Vintagespiritsco until the customer, or a third party designated by the customer other than the carrier, physically receives the goods, as required by applicable law.
12. Refund Method and Processing Time
Approved refunds will normally be returned using the original payment method.
The payment methods accepted at checkout may include:
- Visa.
- Mastercard.
- American Express.
- Apple Pay.
- Google Pay.
- Other supported electronic wallets.
Refund processing will be initiated within the applicable statutory period.
The time taken for the funds to appear in the customer’s account may vary depending on the relevant card issuer, bank or electronic wallet provider.
Customers should contact us if a refund has not appeared within the expected processing period so that we can review the refund record.
13. Return Requests and Customer Responsibilities
To help us process a return or refund request efficiently, customers should provide accurate order information and respond to reasonable requests for supporting details.
Customers should retain the relevant order confirmation and return shipment information until the matter has been resolved.
For ordinary withdrawal returns, customers should use a delivery service that provides shipment confirmation or tracking where reasonably available.
Where goods are returned, customers should take reasonable care when packing them for transport.
These procedures are intended to assist with return handling and do not remove or restrict any mandatory consumer rights.
14. Non-Exclusion of Statutory Consumer Rights
This policy operates alongside applicable consumer protection legislation in the European Union, the United Kingdom where applicable, and Singapore.
For customers in the European Union, statutory rights may include:
- The 14-day right of withdrawal for qualifying distance purchases.
- Remedies for goods that are faulty or do not conform to the sales contract.
- Applicable legal guarantees and other mandatory consumer protections.
The statutory conformity period and available remedies may vary according to the applicable national law.
Where a provision of this policy conflicts with a mandatory consumer protection rule applicable to the customer, the mandatory legal rule will prevail to the extent of that conflict.
15. Contact Information
For questions about cancellations, returns, damaged goods, refunds or delivery matters, please contact:
Brand: Vintagespiritsco
Website: www.vintagespiritsco.com
Email: cocktail@vintagespiritsco.com
Return Address: XXX
Our customer support team aims to respond to enquiries within 24 working hours.
If our team is unavailable, customers may leave a message or send an email for follow-up.