Returns & Refund Policy

Last updated: 12 November 2026

At Loch Lomond Whiskies, we want you to be completely satisfied with your purchase. Whether you're treating yourself or choosing a special gift, we want you to shop with confidence.

We offer a 60-day returns policy on eligible products purchased through our website.

60-Day Returns Policy

If you change your mind, you can request a return within 60 days of receiving your order.

To qualify for a change-of-mind return under our voluntary 60-day policy:

• Products must be unused, unopened and in their original condition.

• Whisky bottles must have their original seals intact.

• Products should be returned in their original packaging, where possible, and securely packaged to prevent damage during transit.

• You must provide your order number or proof of purchase.

Our 60-day returns policy is offered in addition to your statutory consumer rights.

How to Request a Return

To request a return, please email support@lochlomondwhiskies.com within 60 days of receiving your order.

Please include your order number, the products you wish to return and the reason for your return.

Our customer service team will provide instructions on how and where to return your items.

Please contact us before sending products back, as this helps us process your return efficiently.

Once your return has been authorised, please send the products back within 14 days, unless we agree otherwise.

Personalised and Engraved Whisky

We offer personalised whisky bottles, including bottles engraved with names, messages and other custom details.

Products made or personalised to your individual specifications are generally excluded from the statutory right to cancel an online purchase simply because you have changed your mind.

For this reason, we do not normally accept change-of-mind returns for personalised or engraved products under our voluntary 60-day policy.

However, if your personalised product arrives damaged, is faulty, has been incorrectly personalised by us or does not match your order, please contact our customer service team.

Your statutory consumer rights remain unaffected.

Damaged, Faulty or Incorrect Orders

We take great care when preparing and packaging orders. However, if something goes wrong, we'll work to resolve the issue.

If your order arrives damaged, contains an incorrect product or is otherwise faulty, please contact support@lochlomondwhiskies.com as soon as reasonably possible.

Where available, please include:

• Your order number.

• A description of the issue.

• Photographs of the affected product and packaging.

Please retain the product and packaging where safe and practical until our team has reviewed the issue.

Depending on the circumstances and your statutory rights, we will arrange an appropriate replacement, refund or other remedy.

We will cover reasonable return costs where required by law.

Opened Bottles

For change-of-mind returns under our voluntary 60-day policy, whisky bottles must remain unopened with their original seals intact.

We do not normally accept voluntary change-of-mind returns for bottles that have been opened or consumed.

This does not affect your statutory rights, including any applicable cancellation rights or rights relating to faulty, incorrectly supplied or misdescribed goods.

Return Shipping Costs

For change-of-mind returns, customers are responsible for the cost of returning products to us unless we have agreed otherwise.

We recommend using a tracked delivery service and packaging returned bottles securely.

Please ensure your chosen carrier accepts alcoholic beverages and that you comply with its packaging and shipping requirements.

Where an item is faulty, damaged or incorrectly supplied, we will cover reasonable return costs where required by law.

Refunds

Once we receive your returned products, we will inspect them and confirm whether the return meets the conditions of our voluntary returns policy or is covered by your statutory rights.

Approved refunds will be issued to your original payment method unless otherwise agreed.

For returns accepted under our voluntary 60-day policy, we aim to process refunds within 14 days of receiving the returned goods.

For change-of-mind returns made outside the statutory cancellation period, original delivery charges are not normally refundable.

Where you exercise your statutory cancellation rights, we will refund the amounts required by law within the applicable statutory time limits.

The time taken for a refund to appear in your account may depend on your bank or payment provider.

United Kingdom Cancellation Rights

If you are a consumer purchasing online in the United Kingdom, you generally have a statutory right to cancel an eligible order within 14 days of receiving your goods, without giving a reason.

You then have a further 14 days after notifying us of your cancellation to return the goods.

For eligible cancellations, we will refund the price of the returned products and the cost of standard outbound delivery where required by law.

If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional amount above the cost of standard delivery.

We will issue the refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier, unless applicable law requires otherwise.

Certain products, including goods made to your specifications or clearly personalised, may be exempt from statutory change-of-mind cancellation rights.

Our voluntary 60-day returns policy does not replace or reduce your statutory cancellation rights.

Exchanges

If you would like to exchange a product, please contact our customer service team before returning your order.

Exchanges are subject to product availability and the applicable return conditions.

Where an exchange cannot be arranged, we may offer a refund in accordance with this policy and your statutory rights.

Your Statutory Rights

Nothing in this policy affects your rights under applicable consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

These rights may apply where goods are faulty, damaged, not as described or otherwise do not meet applicable legal requirements.

Contact Us

If you have any questions about returns, refunds, cancellations or damaged orders, please contact:

Loch Lomond Whiskies

Email: support@lochlomondwhiskies.com

Website: https://www.lochlomondwhiskies.com

Please include your order number when contacting us so we can assist you as quickly as possible.