SHIPPING & RETURNS POLICY

The following area are excluded from this service: Andorra, Faroe Islands, Greenland, Aland, Corsica, Guadeloupe, Martinique, La Reunion, Franz, French Guyana, St. Pierre & Miquelon Mayotte, New Caledonia, French Polynesia, Wallis & Futuna, Madeira, Azores, San Marino, Sardinia, Livignio, Melilla & Ceuta, Balearic, Canary Islands.

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Although our couriers normally achieve the timeframe specified  from time of pickup, sometimes this is not achievable and the timeframe specified can run over, therefore we do apologise for any inconvenience caused, as this is beyond our control.

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Rest of the World

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We do not have regular delivery services set-up for  countries and destinations that are not included in the shipping policy above. 

Please contact us via our email address hello@basalt-distillery.com for any other International Shipping enquiries.

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 RETURNS POLICY

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It is in the interest of Basalt Distillery & Giants Basalt Rock Gin that our customers are more that than satisfied with their orders and all product(s) arrive in the condition they were dispatched. You have the right to return your product(s). Although product(s) must be returned within 7 working days from the date the order was delivered and returned to us in good condition and in the original packaging.

However we will only refund the cost of returning the product(s), where they were delivered in error, or the items were damaged or defective. All refunds will be made within 30 days of notification of intent to return.
 

RETURNING

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You the customer are responsible for the cost of returning the product(s) to Fairley's (Our Licensee) , unless the product(s) being returned were delivered to you in error or the items were damaged or defective. You are responsible for ensuring all returns and in the event of damage or loss, you the customer will be responsible.

Please return all product(s) to our licensee at the following address

Fairley's Wines
62-64 Railway Road
Coleraine
County L/Derry
Northern Ireland
BT52 1PW

Please include:
A copy of the invoice with the returned items highlighted, also include the number of product(s) and the reason why you are returning the product(s). Please return in secured original packaging with completed invoice and affix your return dispatch label to the package. Remove all other addresses apart from sender (your) address.
 

DAMAGED AND WRONG GOODS

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If a delivery parcel clearly shows signs of damage or leakage at the time of delivery, it should not be accepted. Inform the courier to return the goods to the sender and do not sign for or accept if you are in doubt.

Damaged goods - We want are customers to be happy with the products they have purchased, therefore if you think there is a fault with an item you have received, please let us know straight away by contacting our customer service team. hello@basalt-distillery.com. Basalt Distillery aims to resolve any issues with faulty items as quickly as possible, but we need you to tell us as soon as you discover the fault, so we can resolve the issue for you.

You must notify Basalt Distillery of damaged goods within two days of receiving the goods. In the unlikely event of receiving a damaged product, please contact customer service team at hello@basalt-distillery.com and provide as much relevant information as soon as possible. We will require you to photograph the damaged product and all packaging that was used to carry the product, for insurance purposes.

1. Photograph's showing the detail of the damaged product(s) or faulty item, including the intact seal and serial number, if one is provided.
2. Please retain the product, box and all the packaging until instructed by us.

Wrong Goods – if you receive the wrong product in your order, please contact customer services straight away by, Monday to Friday 9am-6pm and we will be happy to assist you.

Lost Goods – if goods are lost in delivery, Basalt Distillery will be happy to resend your order via our licensee (Fairley’s), providing the goods are in stock and not a one off. A refund will be provided if Basalt Distillery cannot replace the goods sent. No compensation will be paid.

All discrepancies should be reported to customer services at hello@basalt-distillery.com within 48 hours of receipt of your order, please have damaged or incorrect item, invoice number and packaging by your person before contacting us.

 

CANCELLATIONS

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You the customer have the right to cancel your order at any time without charge, providing the order has not been dispatched, in this case the cost of delivery will be deducted and it will be up to the customer to return and insure the product(s) at the customers own cost.

Upon receipt of the cancelled goods, Basalt Distillery will issue a refund, after the goods have been inspected and deemed to be in the original condition they were sent, a refund less delivery will be issued.

You the customer have 7 working days from the date of your order being delivered to cancel, provided the product is unopened and in the original packaging. All refunds will be paid within 30 days of the date that you notified us of your intention to cancel.

 

CHANGES TO ORDERS

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You the customer have the right to amend your order at any time before dispatch, providing you have not received an email from us telling you that the order has been processed.

 

EXCHANGES

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Basalt Distillery will exchange products for whatever reason, as long as we are informed of your intention to do so within 7 working days of the product(s) being delivered.

The cost of returning and insuring the product(s) will be incurred by you and a full refund will be provided where the goods are received in the same condition as when they were dispatched by us.

If an exchanged product cost more than the cost of the replacement product(s), we will refund you the difference.

If an exchanged product(s) cost less than the cost of the replacement product(s), an additional payment will be required.

The replacement product(s) will be subjected to a further shipping and handling charge.

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