Click and Collect – Orders can be collected from the Distillery free of charge. Your order will be ready to collect from the next working day. If you need your order same day, please call us and we’ll do our best to accommodate.

 

Sometimes your order may be despatched in more than one package. 

 

If goods are to be returned to Maidstone Distillery, they must be returned in their original packaging. You will be refunded for the goods once received back into our warehouse, minus applicable shipping costs, unless the return concerns faulty or damaged goods. Contact us at hello@themaidstonedistillery.com if you would like to return your goods back to us and we will help you to do this. Return shipping will be paid by the customer except in cases where goods are faulty, in which case they will be reimbursed to the customer. You have the right to cancel your order at any time without being charged for the goods ordered within 14 days of purchasing. If you have already received your order and wish to make a return, we will issue a refund provided that you let us know your intention to return the items within a period of 14 days from the date of the order being delivered. 

 

If there is a problem with your order or items are faulty, please contact the us at hello@themaidstonedistillery.com.

 

If an attempted delivery is obviously damaged, you are within your rights to refuse the order, at which point it will be returned to us. If you choose to do this, please contact us at hello@themaidstonedistillery.com and we will either resend the order, or issue a full refund, whichever is preferable.

 

Refunds will not be issued in the instance of an order being placed outside the conditions of the delivery parameters stated on the checkout page.

 

We cannot accept responsibility for delivery failure if you provide an incorrect address and postal code or incorrect contact telephone number. Please check this information when placing your order.

 

If you are returning an item to us, you will be liable to pay for the return postage.

 

CANCELLATION OF ORDERS

 

You may cancel an Order, within 14 days from the day on which your order is confirmed by the receipt of cleared funds for the Order by the Supplier by notifying the Supplier in writing, by emailing hello@themaidstonedistillery.com.  We will confirm your cancellation in writing;

If you cancel an Order under the above clause and you have paid for the order we will refund the order value to you, minus expenses for shipping costs already incurred. 

 

This does not affect your statutory rights.

 

CANCELLATION/RESCHEDULE OF TOURS AND EXPERIENCES

 

As stated on the booking pages for our tours and experiences, you may reschedule your experience as long as you give at least ten working days notice to us before the date of the booking. This is to allow us enough time to try and refill your places.

 

Within the 10 working day notice period you are able to move your booking to an alternative date but will be subject to a 30% re-booking fee. The re-booking fee will be charged at a fee of 30% of the standard booking price for the particular experience that is booked, regardless of whether the experience was purchased at full price or not.

 

You will not be able to get a refund for your tickets for any of the following reasons:

 

• The fear of attending an Event due to any perceived fear of contracting the Coronavirus
• Self-isolation which has not been ordered by a government department (we will require to see proof)
• Any Industrial Action (Including Rail Strikes)
• The Ticket Holder(s) lack of care, diligence or prudent behaviour.
• The Ticket Holder(s) failing to observe and comply with the requirements of any law, ordinance, court or regulatory body of whatever jurisdiction.
• Inability to gain or maintain a Visa in the country the event is scheduled to take place, howsoever caused.
• Any fraud, misrepresentation or concealment by the Ticket Holder(s).
• Any financial failure of or financial default by anyone.
• Lack of or inadequate receipts or sales for the Event.
• Variations in the rate of exchange, rate of interest or stability of any currency.
• Non-Appearance of any Participant.
• Failure of the Ticket Holder in the event of Bodily Injury or Sickness to consult a duly qualified medical practitioner and comply with the medical advice given thus causing a loss in whole or part under this policy.

BOOKING / CANCELLATION / RESCHEDULE OF PRIVATE HIRE, GROUP BOOKINGS & BESPOKE EVENTS

All Private Hire, Group Bookings and Bespoke Events will be given a proposal / quotation. We require written confirmation (in writing or by email) in order to accept the quotation. Bookings will only be secured within the following terms:

 A paid Deposit of 15% of event/hire fee and / or balance paid in full 6 weeks prior to the event.

The Hirer may cancel the booking by giving Maidstone Distillery notice in writing. In such circumstances, the Hirer shall compensate Maidstone Distillery for any Loss suffered by it as a result of the cancellation.