Returns Policy

Last updated: May 2026

This Returns & Refunds Policy explains how Artifex Drinks (“we”, “us”, “our”) handles returns, refunds and cancellations for purchases made on artifexdrinks.co.uk. By placing an order, you agree to the terms outlined below.

1. Damaged or Faulty Items

We take great care when packing and dispatching orders. If your item arrives damaged or faulty, please notify us within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

  • Photographs of the damage

  • Your order number

  • A brief description of the issue

You can submit this via our customer support request.

Once verified, we will offer either:

  • A replacement product, or

  • A full refund

2. Incorrect Items Received

If you receive an incorrect item, contact us within 48 hours of delivery. We will arrange a return or replacement at no cost to you.

Submit details via report incorrect item.

3. Unwanted Items

Due to the nature of food and drink products, we can only accept returns of unwanted items if:

  • They are unopened

  • They are unused

  • They are in their original packaging

  • They are returned within 14 days of delivery

To request a return, use start a return request.

Once approved, you are responsible for return postage unless the item was faulty or incorrect.

Refunds are issued once the item has been received and inspected.

4. Order Cancellations

4.1 Before Dispatch

You may cancel your order before it has been dispatched. To do so, contact us immediately via cancel my order.

4.2 After Dispatch

If your order has already been dispatched, it will fall under our Unwanted Items policy (Section 3).

5. Refund Processing Times

Once a refund is approved, it will be processed to your original payment method within 5–10 working days, depending on your bank or payment provider.

6. Non‑Returnable Items

We cannot accept returns for:

  • Opened or partially consumed products

  • Items damaged after delivery

  • Products not purchased directly from artifexdrinks.co.uk

  • Gift cards or promotional items

7. Delivery Issues

If your order is delayed, lost, or shows as delivered but has not arrived, please contact us as soon as possible via delivery issue support.

We will investigate with the courier and keep you updated throughout the process.

8. Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK legislation.

9. Contact Us

For any questions regarding returns, refunds or cancellations, please contact our support team.