Refund policy

At The Bottleshop, we take pride in providing high-quality beverages and exceptional service. Please review our policy below regarding returns, refunds, and order issues.

1. General Policy

Because we sell consumable and perishable goods, we do not accept returns or exchanges on:

  • Alcohol (opened or unopened)

  • Products purchased by mistake

  • Items you no longer want

  • Sale or promotional items

Exceptions apply only when the product is faulty.

2. Faulty or Damaged Products

We will replace or refund a product if it:

  • Arrives broken, leaking, or damaged

  • Arrives expired

  • Is incorrect (wrong item delivered)

To qualify, the issue must be reported within 24 hours of delivery.

Please send:

  • Your order number

  • A clear photo of the item

  • A photo of the packaging, if applicable

  • A brief description of the issue

Send this information to:
📩 posbottleshop@gmail.com
📱 +260 972402127

3. Refund Options

If approved, we will offer either:

  • A replacement product, or

  • A refund via your original payment method

Refunds typically take 3–7 business days, depending on your payment provider.

4. Order Cancellations

Orders can only be cancelled before dispatch.
If your order has already left our store, it can no longer be cancelled unless it falls under the faulty/damaged criteria.

5. Non-Returnable Items

We cannot accept returns or refunds for:

  • Gift cards

  • Promotional items

  • Clearance items

  • Perishables such as fresh mixers with short shelf life

6. Delivery Issues

If your order is marked as delivered but you did not receive it:

  • We will conduct an internal review with our delivery team

  • If confirmed undelivered, you will receive a full replacement or refund

7. Contact Us

For any return or refund inquiries:
📩 posbottleshop@gmail.com
📱 +260 972402127