Refund policy

If you’re unhappy in any way with your order, please contact us by email to info@horsestaledistilling.com.au so that we can do our very best to make things right for you. Or you can notify us via our Facebook page - Horse's Tale Distilling Co. We do not offer refunds if you change your mind. 

We use a specific Australia Post service that is designed for alcoholic beverage delivery, so we don’t have many issues at all regarding missing or damaged deliveries. But once your order arrives, please be sure to check it right away for damage or missing items just in case.

If any product delivered is damaged (and due to no fault of you as the purchaser) please email us at info@horsestaledistilling.com.au within 3 days of receipt and attach a photo of the damage. This will help us with our investigations of what’s gone wrong.

If there is a shortage in the delivery or the goods do not match those ordered, please notify us as soon as possible, but no later than 7 business days from receipt, so that we can fully investigate the situation.

We will aim to find a suitable remedy to the situation as quickly as we can. Failure to notify us by email at info@horsestaledistilling.com.au promptly after receiving the order may negate your right to free replacement or credit note for the amount of the affected purchase.

Horse's Tale Distilling Co will only provide refunds when replacement product is no longer available (such as limited release products out of stock) and where credit note is not acceptable to the recipient.

Conditions above do not affect your statutory rights.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@horsestaledistilling.com.au.