Refund and Returns Policy

Our Promise

Mill Farm Cider complies with all UK laws including the distance selling law. All parcels shipped by Mill Farm Cider are quality-checked prior to packing for any damages or defects. No damaged or defective items are sent out to you without prior notification to you, the receiving customer. Every bottle is shipped in a specially designed cardboard box that provides superior protection. Mill Farm Cider use the latest packing materials to protect each item contained within a parcel to ensure full protection during transit. Whilst we endeavour to protect all containers, some product containers are weaker than others and these are prone to leakages and breakages.

If you have received a damaged; defective; incorrect; unwanted or short/out-of-date item, then see the options below.

Damaged or Defective Goods

In the event of receiving a damaged product, if the product is broken or has leaked, you can refuse to sign for it upon delivery. If you have opened the package, then the following procedure will apply:

1. Provide photographic evidence of all item(s) to our customer support team within 7 working days of the goods being delivered according to parcel tracking details.
2. We will either issue you a partial/full refund for the cost of the item depending on the severity of the damage, alternatively we may arrange collection of the damaged item(s) and send out a replacement item(s)

Incorrect Goods

In the event of receiving an incorrect product, the following procedure will apply:

1. Provide photographic evidence of all item(s) to our customer support team within 7 working days of the goods being delivered according to parcel tracking details.
2. Should you wish to keep the incorrect item, we will issue you a refund for the difference in the cost of the item ordered and the cost of the item received.
3. Should you wish to receive the correct item, we will arrange a collection for the incorrect item and resend the correct item. In this instance, the collection must be made and received back at our address before we can arrange the resend.

Unwanted Goods

You have up to 14 days from the delivery of your goods to return an unwanted product back to Mill Farm Cider. Even if the product you ordered is part of a multiple-item delivery.

You will be responsible for:

1. Not opening the container or removing any seals as part of the container
2. Keep intact any accessory or details associated with the container
3. Completing the returns form
4. Re-pack all containers as they were received.
5. Receive authorisation by our customer support team.
6. All postage costs, including the cost of us arranging for the goods to be collected from you.

We will issue a refund, whether full or partial, to your original payment method or store credit to your account, within 7 working days of us receiving goods back to our address. We will not reimburse for the cost of sending back the goods.

Non-returnable Items

1. For health and safety purposes we are unable to accept returns on any soft drink, non-alcoholic beverages, or any other product less than 9% alcohol content.
2. If any item was on offer or promotion and advertised as short-dated or out-of-date.
3. We are unable to accept or refund any products that have been engraved or personalised. We will only accept liability if engraved messages are incorrectly applied or products are damaged. Under no other circumstances are we able to issue a refund.

Out-of-date / Short-dated Goods

In the event of receiving an item that is out-of-date or short-dated (30 days from the Best Before Date (BBD) or Best Before Enjoyment (BBE) date product, the following procedure will apply:

1. Provide photographic evidence of all item(s) to our customer support team within 7 working days of the goods being delivered according to parcel tracking details.
2. Should you wish to keep the item, then our customer support team will discuss a goodwill gesture with you by way of a discounted refund.
3. Should you wish to return the item, we will arrange a collection for the item and resend a suitable replacement at no cost to you.
4. In the event a replacement is not available, then we will refund you back.

As a general rule with beverages, Best Before Enjoyment (BBE) does not mean the item is out-of-dated, it merely means that the item could possibly be passed its optimum taste but is still safe to consume. Refrigeration or careful storage will increase the longevity of products. For example, storing beer and red wine in a cool dark place.

Note: If the item you received was advertised as short-dated or was on promotion at the time of purchase, then we will NOT accept any returns or issue any refunds.

Failed Deliveries / Non-Collected Items

In the event your goods were not delivered because you had not collected them from the parcel depot or the goods were returned back to us due to incorrect delivery details being provided or if you were not available to sign for the goods, then the following procedure will apply:

1. We will refund you back for the cost of the items received back at our address. You will not be refunded any shipping costs.
2. If you wish to receive the items, then you are welcome to place a new order, alternatively, you can pay shipping costs and we’ll re-dispatch the items to you, even if your original delivery was at no cost.