Refund policy
Returns, Refunds & Cancellations
Last updated: 12 October 2026
At D. Lawrence Drinks & Cigars, we want you to be happy with your purchase. This policy explains how to cancel an order, return eligible products or report goods that are damaged, faulty or incorrectly supplied.
Email hello@dldrinks.com with your order number for assistance.
1. Cancelling your order
For most online purchases, you can cancel without giving a reason from the time you place your order until 14 calendar days after the day you receive your goods.
If products from one order arrive separately, the cancellation period normally runs from the day after you receive the last item.
To cancel, email us with your name, order number and a clear statement that you wish to cancel. You do not need an account or our approval to exercise your statutory cancellation right.
Contact us promptly if you want to stop an order before dispatch. If it has already been dispatched, you can still exercise an applicable cancellation right and return the goods.
2. Returning goods after cancellation
After notifying us that you are cancelling, send the goods back within a further 14 calendar days.
Contact us for the correct return instructions. This helps us identify your parcel and does not restrict your cancellation rights.
Returns address: [insert confirmed returns address]
Please:
- Pack the goods securely to prevent damage.
- Include your order number or another way to identify the return.
- Return any included accessories.
- Use the original packaging where practical.
We recommend keeping proof of postage and using a tracked service appropriate for the products.
3. Condition of returned products
You may inspect goods as you reasonably would in a shop.
For change-of-mind returns, please keep products unopened and unused wherever possible. Opening, consuming or handling goods beyond what is necessary to establish their nature, characteristics and functioning may reduce their value. Where legally permitted, we may deduct that reduction from your refund and explain the deduction.
Original packaging is helpful, but its absence does not automatically remove your statutory rights.
These conditions do not prevent you from reporting a fault discovered after opening a product.
4. Exceptions to change-of-mind cancellation
The statutory cancellation right does not apply to certain products, including:
- Goods made to your specifications or clearly personalised.
- Goods liable to deteriorate or expire rapidly.
- Sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons, where the seal has been broken after delivery.
- Goods that have become inseparably mixed with other items after delivery.
An exception applies only where the product meets the relevant legal conditions. We do not treat all food, drinks, syrups or cigars as automatically excluded.
Any applicable product-specific exception will be explained before purchase.
These exceptions do not remove your rights where goods are faulty, damaged or not as described.
5. Return delivery costs
For change-of-mind cancellations, you are responsible for the direct cost of returning the goods, provided we informed you of this before purchase.
Where goods are faulty, damaged or incorrectly supplied, we will arrange an appropriate return method or cover reasonable return costs. Contact us before paying for a return so we can agree the arrangements.
6. Refunds following cancellation
For an eligible cancellation, we will refund the relevant purchase price.
If you cancel your entire order, we will also refund the cost of our least expensive standard delivery option available when you ordered. Any additional amount paid for an upgraded delivery service does not have to be refunded.
For a partial return, any refund of delivery charges will depend on the circumstances and your statutory rights.
We will refund without undue delay and normally no later than 14 days after receiving the returned goods or evidence that you sent them back, whichever is earlier. Where we offer to collect the goods, different refund timing rules apply.
Refunds will use the original payment method unless you expressly agree otherwise. We will not charge a refund fee. Your payment provider may take additional time to display the credit.
7. Faulty, damaged or incorrect products
If a product arrives damaged, is faulty or does not match what you ordered, email hello@dldrinks.com with:
- Your order number.
- The product affected.
- A description of the issue.
- Photographs, where available and helpful.
Please retain the packaging where practical. Your statutory rights do not depend on photographs or original packaging.
Under UK consumer law, you normally have a short-term right to reject faulty or misdescribed goods within 30 days, subject to the applicable rules. A shorter period can apply to goods reasonably expected to perish sooner.
After that period, you may still be entitled to a repair or replacement and, in appropriate circumstances, a price reduction or refund.
Where you are entitled to a refund for faulty goods, we will provide it without undue delay and within 14 days of agreeing that you are entitled to it.
8. Exchanges
If you would prefer another product, contact us to discuss availability and the return arrangements.
A change-of-mind exchange is subject to agreement. This does not affect your statutory rights to a replacement or other remedy for faulty goods.
9. International customers
Contact us before arranging an international return so we can provide the correct address and any relevant customs instructions.
Mandatory consumer rights that apply to your purchase are not excluded by this policy.
10. Optional cancellation form
You may use the form below, but an email clearly stating your decision to cancel is sufficient.
To: [legal business name], trading as D. Lawrence Drinks & Cigars
Address: [business correspondence address]
Email: hello@dldrinks.com
I give notice that I cancel my contract for the following goods:
Goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature, only if submitted on paper:
Your statutory rights
Nothing in this policy limits your statutory consumer rights.
Contact us
Email: hello@dldrinks.com
Include your order number so we can help with your return, cancellation or refund.
