Refund policy

Refund & Returns Policy
Last updated: March 20th, 2026

At Drinks Delivery Group (“we”, “us”, “our”), we want you to be satisfied with your order. This policy explains your rights and how returns and refunds are handled when shopping with us.

1. Your Right to Cancel (Distance Selling)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, for most items.

You then have a further 14 days to return the goods.

To exercise this right, you must notify us by email at info@theddg.co.uk with your order number.

Important:
Returned items must be unused, unopened, and in their original condition.

2. Returns Eligibility

We accept returns provided that:

  • Items are unopened, unused, and in original condition

  • Products are returned within the required timeframe

  • Proof of purchase is provided

Age-restricted products (alcohol, vapes):
These can only be returned if the seal is intact and the product has not been opened.

3. Non-Returnable Items

For safety, hygiene, and compliance reasons, we cannot accept returns for:

  • Opened or partially used alcohol or vape products

  • Perishable goods

  • Any item not in its original condition

  • Gift cards

4. Damaged, Incorrect, or Faulty Items

If your order arrives damaged, incorrect, or faulty:

  • You must notify us within 48 hours of delivery

  • Please provide clear photographic evidence

We will offer a replacement or full refund at no additional cost where appropriate.

5. Delivery & Liability

Orders are delivered either by our drivers (local delivery) or third-party couriers (nationwide delivery).

  • We may take photographic proof of delivery for all orders

  • If you request delivery to a safe place, this is done at your own risk

  • Once an order has been successfully delivered (including to a safe place), responsibility passes to the customer

We are not liable for loss, damage, or theft after delivery has been completed in accordance with your instructions.

6. Failed or Refused Deliveries

  • If delivery cannot be completed (e.g. customer unavailable), the order may be returned or require rescheduling

  • The first missed delivery may be rearranged free of charge

  • Subsequent failed delivery attempts may incur a £5 redelivery fee

For age-restricted products:

  • If valid ID cannot be provided, delivery will be refused

  • Refunds will be processed minus any applicable delivery or handling costs

7. Refunds

Once your return is received and inspected:

  • Refunds will be issued to your original payment method

  • Processing time is typically 3–5 working days (depending on your bank/provider)

Deductions may apply for:

  • Collection fees

  • Delivery costs (unless the return is due to our error)

  • Any reduction in value due to handling beyond what is necessary

If a promotional discount was applied, refunds will reflect the actual amount paid.

8. Delivery Charges

  • Standard delivery (£3.99) and express delivery (£6.99) are non-refundable, unless the return is due to our error

  • Free delivery promotions are subject to order value; if a return causes the order to fall below the threshold, the original delivery cost may be deducted

9. Collection Fee

If you request us to collect a return:

  • A £5 collection fee will be deducted from your refund

Alternatively, you may return items to us directly (by appointment) at no cost.

10. How to Start a Return

To arrange a return or request a refund, please contact us:

Email: info@theddg.co.uk
Address: Horley, RH6 9HL, United Kingdom

Please include your order number and details of your request.

We reserve the right to refuse returns that do not comply with this policy.