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RETURNS

The Cocktail Shop (owned by Melbourne Cocktails Pty Ltd) is committed to delivering a positive and satisfying customer experience. If you are unsatisfied with any of our products, services or our customer care, please do not hesitate to get in touch by emailing orders@thecocktailshop.com.au  

Our policies regarding product returns, including refunds and exchanges, are in accordance with Consumer Affairs Victoria and the Department of Justice & Regulation.  

If a general customer changes their mind on a non-consumable product, e.g. barware, the customer may return the product for an exchange or credit providing it is in an unused, undamaged condition, still in its original packaging and returned within 14 days of the date of purchase. The customer must cover the cost of return postage.

Sorry, we do not provide ‘change of mind’ refunds on consumable products. A customer will not be offered a refund, exchange or replacement if they simply change their mind about their purchase of cocktail kits, bottled cocktails, alcohol, mixers, garnishes, etc.  

If the customer is unsatisfied with the quality of a product, e.g. deemed unsafe, faulty or not as described, the customer must send three photographs that clearly show everything effected in the parcel, along with a description of the problem via email within 48 hours of delivery. Management will determine whether the product needs to be returned. Anything damaged in the parcel during transit will be replaced.

If a customer’s order is lost or delayed in transit, the customer must first contact the carrier about the missing item. An enquiry can be raised with Australia Post using your tracking code. The customer can also notify us via email, with a description of the problem and our customer service team will do everything they can to assist.

If a parcel is ‘returned to sender’, we will contact the customer to organise for the parcel to be resent. We are not responsible for parcels that are delayed or lost due to a customer providing an incorrect address on their order. The customer must pay additional shipping fees to resend the parcel. 

Gift vouchers are non-transferable; can be used for multiple purchases to the value of the voucher; must be used before the expiry date; cannot be redeemed for cash or refunded unless there is a remaining amount that cannot be conveniently used.  

Credits are non-transferable; can be used for multiple purchases to the value of the credit; must be used before the expiry date; cannot be redeemed for cash or refunded unless there is a remaining amount that cannot be conveniently used.  

Different Terms & Conditions may apply to corporate orders.