About this policy
This policy applies to eligible purchases made online from Toppers Drinks Limited, company number 16104548, VAT number 482236390. Our registered address is 35 Railway Street, Gillingham, Kent, ME7 1XH. This address is our registered office and is not a returns address unless Customer Care expressly instructs you to use it for your order.
For questions about a return, cancellation, refund or an order, contact customercare@toppersdrinks.co.uk or call 07724579797.
Change of mind and cancellation
For most eligible goods bought online, you normally have a statutory right to cancel without giving a reason. You must tell us within 14 days after the day you receive the goods that you want to cancel. After telling us, you normally have a further 14 days to send the goods back.
Some goods may be exempt from cancellation rights where the law provides an exception. We will explain any applicable exception or limitation for the specific order. Nothing on this page limits your statutory rights.
How to request a return or cancellation
Contact Customer Care before sending anything back. Please provide:
- your order number;
- your name;
- the item concerned; and
- the reason for contacting us, if you are reporting a problem.
Because Toppers Drinks operates a supplier-direct fulfilment model, orders may be selected and dispatched directly by different suppliers. Customer Care will provide the appropriate instructions for the specific order, including the correct return destination where a return is required.
Please do not send a return to the registered office, to a supplier, or to any other address without instructions from Customer Care.
Damaged, faulty or incorrect goods
If goods arrive damaged, appear faulty, are incorrect or are not as described, contact Customer Care promptly so that we can investigate and arrange the appropriate solution with the fulfilment supplier. Include your order number, a description of the issue and photographs where helpful.
We may ask for reasonable information to assess the issue, but an arbitrary reporting deadline does not remove your statutory rights. Depending on the circumstances, the appropriate remedy may include repair, replacement, refund or another remedy required by law.
Refunds
Where a cancellation or refund is approved, we normally return the money to the original payment method. For a change-of-mind cancellation, we normally refund within 14 days after the day we receive the goods back or, where applicable, after you provide evidence that you have sent them back. We may wait until the goods are returned or you provide evidence of sending them back, whichever is earlier.
A card provider or bank may take additional processing time after we issue a refund. If a refund does not appear after that processing time, contact us so we can check the refund status.
Delivery charges
Where the statutory cancellation rules require it, we refund the basic delivery charge paid for the order. If you chose a more expensive delivery service, we do not normally have to refund the difference above the basic delivery option. The delivery charge and available options are shown at checkout and are also described on our Delivery & Shipping page.
Return costs
For a change-of-mind cancellation, you may normally be responsible for the direct cost of returning the goods where we told you about that cost before the order was placed. Customer Care will confirm the appropriate return instructions and cost position for your order.
Where goods are faulty, damaged, incorrect or not as described, we will not apply a blanket rule requiring you to pay the return cost. Customer Care will explain the appropriate process for the specific issue and preserve any remedy required by law.
Alcohol and age-restricted goods
Alcohol deliveries are age restricted and age or identity verification may be required. We do not apply a blanket rule that alcohol cannot be returned. Any cancellation exception or other limitation will apply only where the law provides for it and will be explained for the relevant order.
Customer care
For help with a cancellation, return or refund, contact customercare@toppersdrinks.co.uk or call 07724579797.
See also our Terms & Conditions and Privacy Policy.