Refunds, problems and returns

We want your Eden Mill experience to be flawless. If you buy your experience online (by booking a tour or buying an Eden Mill product), this page explains how we’ll handle Refunds Problems and Returns.

Problems

If you have problems, please get in touch with us right away. Use any of the methods in the following paragraph. We’ll work on fixing the problem as a priority. We’ll make all our best efforts to make sure your experience is perfected. Consumer rights are a complex area, so the conditions below here may apply. But always remember that UK consumers have strong statutory rights. We’ll always respect these (good service always should!).

Returns

You have up to 14 days to change your mind about anything you buy from us (the returns period). If you bought it online, the returns period begin when the goods reach your delivery address. If your order is sent as multiple parcels, the returns period starts when your last parcel is delivered. You can return the product by either using our contact form or emailing us directly on hello@edenmill.com e-mailing us within the returns period.

You should tell us clearly why you are cancelling/returning because the reason may affect your statutory rights. We’ll advise on the process and the returns address at that time.

Non faulty goods returns:

Unless product contents are found to be faulty, you can’t return any perishable liquids (beer, spirits, etc.) for refund if you’ve broken the seal.

If goods are not faulty, we will still accept returns but we are unable to refund the delivery charges you paid during purchase, or the return delivery cost you incur.

Faulty goods returns:

Please telephone us on+44 (0) 1334 834 038 if the contents of your liquid appear to be faulty. Because of potential health and safety reasons, we need to know right away.

If the product is perishable and our distillers assess it as faulty, we’ll pay you for reasonable return delivery costs too so make sure you tell us how much you paid.

In either event, when returning a product, please send it to us in a safely packaged way. You need to make sure the goods you’re returning can’t be damaged in transit.

If the product isn’t perishable, our retail team will assess its faultiness and decide whether we should cover your reasonable return shipping costs.

Refunds

Agreed refunds will be made to the debit or credit card you used with us.

We’ll process the refund to you on the day we receive the goods you’re returning. In the case of faulty goods, we’ll also refund the cost of the delivery charge you paid us.

Visitor experiences

Tours, tastings, and other in-person experiences are classed as event tickets under UK consumer regulations. These have more limited rights in terms of cancellation. Our policy is more generous than these limited rights: we’ll refund you if you cancel at least 24 hours before your experience was scheduled to start. You should contact us to cancel.

Our customers are really important to us so we’ll always try to come up with an amicable solution for Refunds Problems and Returns.

Payment facilitators

Buying online often means you’ll use a payment facilitator (like Barclaycard, PayPal, etc.). Some of these companies provide facilities to complain to them about the goods you received, for instance by querying a payment on your bill. If you use these facilities, we will in turn only deal with you via those facilities. Once you use the facility (e.g. by raising a PayPal dispute), the terms set out by that business will be used instead. These terms may be more limited than the ones offered here.