Refund policy
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Returns & Refund Policy
At Tobermory Distillery, we take great care in preparing and packaging your order. If there is an issue with your purchase, we will always aim to resolve it as quickly and fairly as possible.
Damaged or Faulty Goods
We will provide a refund or replacement (where available) for any products received damaged or faulty, provided we are notified within 3 working days of receipt.
Upon receiving your order, we ask that you inspect it carefully to ensure it has arrived intact and in full.
If your parcel arrives damaged, or there are shortages within your delivery, this must be reported to the courier at the time of delivery. We may not accept claims for breakages or shortages unless they are clearly noted on the courier’s delivery documentation.
To support any claim for damaged goods, photographic evidence may be required by our courier or fulfilment partners.
Where a replacement item is not available, due to it being discontinued or being a limited one-off release, we will reimburse the full cost of the item along with any original shipping charges. No additional compensation will be paid.
If a return is required, our fulfilment partners will contact you directly to arrange collection. Please note that you may be required to be available during a specified collection window.
EU Right to Withdraw
If you are purchasing from within the European Union, you have the legal right to withdraw from your order within 14 days of receiving your goods, without giving any reason.
To exercise your right to withdraw, you may:
- Submit a cancellation or return request through your customer account
- Contact our customer support team directly
Returns & Order Support:
cvhspirits@mailmarkuk.comCustomer account access:
Tobermory: https://account.tobermorydistillery.com
To be eligible for return under your right to withdraw, products must be:
- Unopened
- Sealed
- In their original condition
- Suitable for resale
We reserve the right to reduce the refund amount if returned goods show signs of unnecessary handling or damage beyond what is required to inspect the goods.
Unless the product is faulty or damaged, customers are responsible for return shipping costs.
Refund Process
Once returned goods have been received and inspected, we will notify you of the outcome of your refund request.
If approved, refunds will be processed to your original payment method.
Please note that it may take several working days for your bank or card provider to process the refund.
Order Cancellations
Orders may be cancelled before they have been fulfilled.
If your order has already been dispatched, it will need to follow the returns process outlined above.
To request a cancellation, please contact:
General Enquiries
For all other distillery enquiries, visitor experiences, tours or product information, please contact:
Tobermory Distillery
Tobermory, Isle of Mull, PA75 6NR
Phone: +44 (0) 1688 302 647
Email: info.tobermory@cvhspirits.com