Refunds & returns

1. Introduction and Overview

This policy explains your rights regarding refunds and returns when you purchase alcohol through the Bevendo platform at bevendo.co.uk.

It sets out what you are entitled to under UK law, what Bevendo offers beyond those legal minimums, how to make a claim, and how we handle different types of issue.

Please read this policy carefully before placing an order.

By placing an order through bevendo.co.uk you confirm that you have read and understood this policy.

This policy does not affect your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection legislation.

Your statutory rights apply regardless of anything in this policy.

2. Understanding Your Order

When you place an order through bevendo.co.uk, the contract of sale is made directly between you and the relevant merchant partner — the independent wine or drinks merchant whose products you have selected.

Bevendo acts as the merchant partner’s non-exclusive agent in concluding that sale and collecting payment on their behalf.

Delivery may be carried out directly by Bevendo, including through a Bevendo-operated or dedicated delivery fleet, or through one or more third-party delivery or logistics providers appointed by Bevendo from time to time.

In practice, this means:

If you experience any issue with your order — including an incorrect or missing product, damage, non-delivery or another delivery issue — please contact Bevendo directly at info@bevendo.co.uk.

Bevendo will manage your claim and, where necessary, coordinate with the relevant merchant partner and/or delivery provider.

You do not need to contact those parties separately.

3. Your Statutory Rights

3.1 Consumer Rights Act 2015 — Faulty or Misdescribed Goods

As the merchant partner is the seller of the goods, your statutory rights in relation to the goods are rights against the relevant merchant partner.

Bevendo will administer customer claims and refunds through the Platform on the merchant partner’s behalf where applicable.

Under the Consumer Rights Act 2015, all goods sold to consumers must be:

• Of satisfactory quality — free from defects, in good condition, and fit for the purpose for which goods of that type are ordinarily supplied.
• Fit for purpose — suitable for any specific purpose you communicated to the merchant partner or to Bevendo acting on the merchant partner’s behalf before placing your order.
• As described — matching the description provided on the Bevendo platform.

If goods fail to meet these standards, you have the following rights depending on when the problem arises:

Within 30 days of delivery — the short-term right to reject

You may reject the goods and claim a full refund.

You do not have to accept a repair or replacement if you do not wish to.

Between 30 days and 6 months of delivery

You are entitled to a repair or replacement in the first instance.

If repair or replacement is impossible, disproportionate, or fails, you are entitled to a full or partial refund.

After 6 months

The burden of proof shifts — it is for you to demonstrate that the goods were faulty or misdescribed at the time of delivery.

3.2 Consumer Contracts Regulations 2013 — Cooling-Off Period and Applicable Exceptions

Under the Consumer Contracts Regulations 2013, consumers generally have a 14-day right to cancel a distance contract for goods.

The Regulations contain specific exceptions, including an exception for certain alcoholic beverages where delivery can only take place after 30 days and their value depends on market fluctuations outside the trader’s control.

That exception will not ordinarily apply to Bevendo’s standard on-demand deliveries.

Accordingly, unless another statutory exception applies, you may exercise the applicable statutory cancellation right within the prescribed period.

Where goods have been handled beyond what is reasonably necessary, any permitted deduction for diminished value may apply.

These cancellation rights are separate from, and do not affect, your rights under the Consumer Rights Act 2015 where goods are faulty, not as described or not of satisfactory quality.

4. What Bevendo Will Refund

Bevendo will administer and process approved refunds to customers through the Platform in accordance with this Policy.

This means that you should deal with Bevendo in relation to your refund, even where Bevendo does not ultimately bear the economic cost of that refund.

4.1 Situations Where Bevendo Will Administer a Refund or Coordinate a Replacement

The Wrong Product Was Delivered

If you receive a product that is materially different from what you ordered, you may reject the product and request a refund.

Bevendo will administer any approved refund through the Platform in accordance with this Policy.

Where you prefer a replacement, Bevendo may coordinate this with the relevant merchant partner where the correct product is available and the merchant partner agrees or is required by applicable law to provide it.

Where the incorrectly delivered product remains unopened, unused and reasonably capable of resale, Bevendo may require you to keep the product available for collection and may arrange or facilitate its collection at no cost to you.

You should not open, consume or otherwise use an incorrect product once you become aware that it was supplied in error.

Nothing in this section limits any statutory rights you may have.

The Product Arrived Damaged

If your order arrives with broken bottles, or with damage that materially affects the condition, safety or quality of the product, you may request a refund in accordance with this Policy.

Minor cosmetic damage to packaging, labels or presentation that does not materially affect the product itself will not ordinarily, by itself, result in a refund.

Bevendo will assess each claim on its circumstances and may ask you to provide photographic evidence.

Where appropriate, Bevendo may administer an approved refund or coordinate a replacement with the relevant merchant partner, subject to availability and applicable law.

Missing Items

If your order is incomplete — items listed on your order confirmation are missing from the delivery — Bevendo will investigate the claim and, where verified, administer a refund for the value of the missing items in accordance with this Policy.

Non-Delivery

If your order is not delivered within a reasonable time, or is marked as delivered but you have not received it, contact Bevendo immediately.

Bevendo will investigate the circumstances and, where a refund is due under applicable law or this Policy, administer the refund through the Platform.

Responsibility for the cost of any such refund will be determined in accordance with the relevant contractual arrangements.

Delivery Refused Under Bevendo’s Age Verification Policy

Where an age-restricted delivery cannot be completed because the recipient:

• does not satisfy the applicable age-verification or sobriety requirements;
• does not satisfy any identification or name-matching requirement applicable to the delivery process;
• is unavailable to receive the order; or
• delivery is otherwise refused in accordance with Bevendo’s Age Verification Policy,

the order will be handled in accordance with the applicable returns procedure.

Any refund will be determined in accordance with this Policy, taking into account the circumstances of the failed delivery and any reasonable delivery or return costs incurred.

4.2 Other Refund and Cancellation Situations

Change of Mind / Statutory Cancellation

Where the statutory cancellation right described in Section 3.2 applies, you may cancel within the applicable period.

Any return will be handled in accordance with applicable law and this Policy, and any permitted deduction for diminished value may apply.

Bevendo may at its absolute discretion offer a partial refund or credit note in exceptional circumstances where a customer has a genuine reason for requesting a refund that falls outside the categories above.

This is a goodwill gesture and does not create any legal obligation on Bevendo’s part.

Opened Bottles

If a bottle has been opened, this may materially reduce its value and may affect the amount refundable under any statutory cancellation right, to the extent permitted by law.

This does not affect your rights if the product is faulty, not as described or not of satisfactory quality.

Tasting a wine and finding it not to your personal preference does not, by itself, constitute a fault with the product.

Incorrect Delivery Address

If you provide an incorrect delivery address and the order cannot be delivered, the order will be handled in accordance with the applicable delivery and returns process.

Any refund will be determined in accordance with this Policy, taking into account any reasonable delivery or return costs incurred.

Please ensure your delivery address is correct before placing your order.

Unavailability to Receive Delivery

Where the recipient is unavailable and the delivery cannot be completed, the order will be handled in accordance with the applicable returns procedure of the relevant delivery operator or, where delivery is carried out directly by Bevendo, Bevendo’s own returns procedure.

Redelivery may be arranged where operationally available.

Any refund will be determined in accordance with this Policy.

Delayed Delivery Within Reasonable Parameters

Any delivery time shown at checkout or in order communications is an estimate and is not a guaranteed delivery time unless expressly stated otherwise.

Delays of a reasonable nature — for example, delays caused by traffic, weather, or circumstances outside Bevendo’s reasonable control — do not automatically entitle you to a refund.

However, if a delay causes the wine to arrive in a condition significantly different from expected, please contact us and we will consider the circumstances of your claim.

5. How to Make a Refund Claim

5.1 Contact Us

All refund claims must be made by contacting Bevendo directly:

Email: info@bevendo.co.uk
Subject line: Refund request — [your order reference number]

Your order reference number appears on your order confirmation email.

5.2 Timeframes for Raising a Claim

Damaged, incorrect, or missing goods: Please contact us within 24 hours of delivery.

We ask for prompt notification because the sooner we know about a problem the more effectively we can investigate it, particularly in relation to delivery conditions.

Non-delivery: Please contact us within 48 hours of the expected delivery time.

Faulty goods discovered after opening: Please contact us within 30 days of delivery in line with your short-term right to reject under the Consumer Rights Act 2015.

Claims for faulty goods raised after 30 days will be considered on a case-by-case basis in accordance with your statutory rights.

These notification periods are requested to enable Bevendo to investigate issues promptly and do not limit or exclude any statutory rights you may have.

5.3 What to Include in Your Claim

To process your claim as quickly as possible please include the following in your initial contact:

• your full name;
• your order reference number;
• a description of the issue;
• photographic evidence where the issue relates to damaged goods, incorrect products, or missing items — a photograph of the delivery as received is extremely helpful; and
• whether you would prefer a refund or a replacement where both options are available.

5.4 Our Response Timeframe

Bevendo aims to acknowledge your claim within 24 hours of receiving it and to resolve claims within 5 business days of acknowledgement where reasonably practicable.

More complex claims — for example, where we need to liaise with the merchant partner or the delivery operator to establish responsibility — may take longer.

We will use reasonable endeavours to resolve such claims as promptly as practicable.

We will keep you informed of the progress of your claim and will not close it without first notifying you of the outcome and the reasons for our decision.

6. How Refunds Are Processed

6.1 Method of Refund

All refunds will be issued to the original payment method used to place the order.

We do not issue refunds by cash, cheque, or alternative payment method without your explicit agreement.

6.2 Timeframe for Refund

Once a refund has been approved, Bevendo will process it to the original payment method within 5 business days.

The time taken for the refund to appear in your account depends on your bank or payment provider and is outside Bevendo’s control.

6.3 Delivery Fees

Where a full refund is issued because the goods were faulty, not as described, or were not delivered for a reason not attributable to the customer or recipient, the standard delivery fee paid will be refunded in full alongside the product cost.

Where a refund is issued for reasons other than fault — for example, a goodwill gesture refund — Bevendo reserves the right to retain the delivery fee as the delivery service was provided.

Where delivery cannot be completed for a reason attributable to the customer or recipient — including failure to satisfy Bevendo’s Age Verification Policy, providing an incorrect delivery address, or being unavailable to receive the delivery — Bevendo may retain the delivery fee and, where applicable, deduct reasonable additional delivery or return costs incurred as a result of the failed delivery, to the extent permitted by applicable law.

6.4 Partial Refunds

Where only part of an order is affected — for example, one product in a multi-product order arrives damaged — the refund will reflect the value of the affected items only unless the partial delivery makes the remainder of the order unusable, in which case a full refund will be considered.

7. Returns

In most cases involving damaged or faulty goods, you will not need to return the product before a refund can be considered.

Bevendo will not normally require physically broken or unsafe bottles to be returned, but may ask you to retain the affected product and packaging temporarily or provide photographic evidence.

Where Bevendo requires a product to be returned or made available for collection, Bevendo will arrange or facilitate collection through the applicable delivery arrangement.

Incorrect products are handled as described in Section 4.1.

Where the return arises from a valid statutory claim, collection will be at no cost to you to the extent required by applicable law.

8. Replacements

Where a replacement rather than a refund is your preferred resolution, Bevendo will use reasonable endeavours to coordinate the replacement with the relevant merchant partner where that remedy is available under applicable law or is agreed by the merchant partner.

Replacements are subject to stock availability and the applicable delivery arrangements.

Where a replacement cannot be provided, Bevendo will administer any refund to which you are entitled in accordance with this Policy.

9. Disputes and Escalation

If you are not satisfied with Bevendo’s response to your refund claim, you may escalate your complaint in accordance with Bevendo’s Complaints Policy, a copy of which is available on the Website.

If your complaint remains unresolved following Bevendo’s internal complaints process, Bevendo will provide information about any alternative dispute resolution body or complaint-resolution scheme that Bevendo is required to participate in or has agreed to use, where applicable.

You may also seek independent advice, including from Citizens Advice, and retain the right to pursue any remedies available to you under applicable law.

You also have the right to seek redress through the courts.

Nothing in this policy affects your right to take legal action.

Depending on the payment method used and the circumstances of the transaction, you may have additional rights against your payment provider.

Any such rights are separate from this Policy and will depend on the applicable payment arrangements and law.

10. Changes to This Policy

Bevendo may update this policy from time to time to reflect changes in law, regulatory guidance, or our business practices.

We will notify customers of any material changes by updating the Last Updated date at the top of this policy and, where appropriate, by displaying a notice on the Website.

This policy does not create contractual rights beyond your statutory entitlements — any discretionary commitments described in this policy represent Bevendo’s current approach and may be updated at any time.

11. Contact Us

For all refund and returns enquiries:

Bevendo Ltd
128 City Road
London
EC1V 2NX

Email: info@bevendo.co.uk

We aim to respond to all enquiries within 24 hours.

12. Related Policies and Documents

This Policy should be read together with any other applicable Bevendo policies, procedures, terms and contractual documents relating, among other things, to alcohol sales, delivery, age verification and regulatory compliance, as amended from time to time.

Version History