Returns, Refunds and Your Right to Cancel

Au Vodka Ltd ("Au Vodka") wants you to be happy with your order. This policy explains your right to cancel, how refunds work, and how to return items.

1. Your right to cancel (right of withdrawal)

If you are a consumer and your order is delivered anywhere in the EU or EFTA, you have the right to cancel within 14 days without giving any reason. The 14-day period runs from the day you (or someone you nominate, other than the carrier) receive the goods. For orders delivered in parts, it runs from the day you receive the last item.

To cancel, you can use the withdrawal function on our website or email us at customerservices@auvodka.co.uk. You do not need to give a reason. If the deadline falls on a public holiday or non-working day, it extends to the next working day. We will send you confirmation once we receive your cancellation.

Start your withdrawal

2. Refunds

When you cancel, we will refund the full price of the items plus the standard outbound delivery cost you paid. If you chose a faster or upgraded delivery, we refund the cost of our standard delivery option only. We will make the refund within 14 days, to the original payment method, at no charge to you. Where goods are being returned, we may hold the refund until we have received them back or you have provided proof of postage.

3. How to return your items

Netherlands

For orders delivered in the Netherlands, contact our Customer Services team to start your return. Please return items unused and keep your proof of postage. We are introducing a dedicated returns portal with prepaid return labels and local drop-off points.

Germany, France, Denmark, Austria and Belgium

Your right to cancel applies in full in these markets. While we finalise our local returns process, please contact our Customer Services team to exercise your right to cancel and we will confirm how to complete it and arrange your refund.

For change-of-mind cancellations you are responsible for the cost of returning the goods unless we provide a prepaid label or tell you otherwise. This does not apply to faulty or damaged items.

4. Damaged, defective or missing items

If your order arrives defective, damaged or in unsatisfactory condition, contact Customer Services straight away with details and a photo where possible. For faulty or damaged goods we cover the cost of return. If anything is missing, contact Customer Services and we will investigate and put it right.