Customers have up to 14 days from the date of order to reach out to us and request a return/refund. We do not offer exchanges.
Please contact us via email : firstname.lastname@example.org to arrange the return of your product.
Once you have emailed us, we will email you back with details of where you will need to return your product to and we will ask you to courier the product back to us in its original condition and packaging : the product must be unopened and undamaged and in resalable condition.
It will be your responsibility to arrange and pay for the return of your product and Kent Cider Co cannot take responsibility for any items lost or damaged in return transit, so please ensure that you send via a tracked method.
It is very important that all returns are arranged with us in advance – particularly as we are a small team and therefore we will need to liaise with you in order to be sure that someone will be around to take in the delivery of your returned product at our works unit which is not staffed full-time or at weekends.
Once your items are safely received and signed for by one of our team – we will contact you via email to let you know when the refund has been processed. Agreed refunds can only be made via your original payment method.
Before ordering, please keep in mind that due to the size, weight, fragility and liquid contents of many of our products it can mean that returns are costly to arrange and because of this we do not offer exchanges and returns are made at your own risk and cost.
If your parcel arrives via APC with visible damage, please sign for it as ‘DAMAGED’ on the signature screen.
Please note that DAMAGES must also be reported via email to email@example.com (along with accompanying pictures) within 24 hours of your order being received.
We can then discuss your options as well as the possibility and logistics of sending you a replacement if the damage has occurred in transit.
If a replacement is not immediately available, we can instead issue you with a refund at our discretion – we will contact you via email to let you know when the refund has been processed. Agreed refunds can only be made via your original payment method.