Returns & Refunds Policy

Application: United Kingdom (England & Wales / Scotland)

1. Overview

At Burrow Hill Cider we take pride in our craft of Somerset Cider Brandy and related products. We want you to be delighted with your purchase. If for any reason you are not entirely satisfied, this Returns & Refunds Policy explains how you can request a return or refund, what the conditions are, and how we handle them.

2. Return Eligibility

  • We accept returns of products that are unused, in their original and unopened packaging, and in a resalable condition, within 30 calendar days from the delivery date.

  • If your product arrives damaged, defective or not as described, please contact us immediately (see section 5) and we will arrange either a replacement or refund.

  • We do not accept returns for products that have been opened, used, or where the seal is broken (given the nature of spirits and health & safety / hygiene regulations).

  • Certain items may be excluded from returns (e.g., limited-edition bottles, personalised items, clearance items) — we will clearly state such exclusions at the time of purchase.

  • This policy applies to purchases made via our website or participating stores; if you bought via a third-party reseller you may need to consult their policy.

3. Return Window & Method

  • The 30-day return window starts from the date you receive the product (delivery date).

  • To initiate a return, contact us at orders@somersetciderbrandy.com or telephone 01460 240782 quoting your order number, date of purchase and reason for return.

  • Once authorised, you must return the item to:
    Burrow Hill Cider, Kingsbury Episcopi, Martock, Somerset, TA12 6BU.

  • The cost of returning the product (postage/packaging) is normally borne by the customer, unless the product is faulty or damaged on arrival.

  • We recommend using a tracked and insured shipping method; we cannot accept responsibility for items lost in transit.

4. Refunds

  • Once we receive the returned product and verify it meets the eligibility criteria, we will process a refund.

  • The refund will be credited using the original payment method, within 7 business days of our inspection.

  • If the customer’s return is rejected (e.g., product opened, used, packaging damaged) we will notify you and the product will be returned at your expense or disposed of if agreed.

  • Shipping costs paid at the original purchase are non-refundable (unless the product is faulty).

5. Faulty or Damaged Goods

  • If your product arrives damaged, is defective or significantly not as described, please contact us within 48 hours of delivery with photographic evidence and your order reference.

  • We will arrange a replacement or refund, and if appropriate we will cover the return shipping cost.

  • We may ask you to dispose of the product (if safety dictates) or return it to us at our cost.

6. Exchanges

  • We do not offer automatic exchanges; if you wish to exchange for a different product you should return the original (see above) and place a new purchase.

  • If you believe your product is faulty, we will treat it under section 5.

7. Policy Visibility & Consistency

  • This returns and refunds policy is clearly accessible from our website footer, product pages, checkout page and order confirmation email.

  • The return policy shown in our website is consistent with what we submit to Google Merchant Center and appears in our shopping listings.

  • We will update this policy if our practices change or if required by law; the most recent version will always be on our website.

9. Contact Us

If you have any questions or would like to initiate a return, please contact us:

  • Email: orders@somersetciderbrandy.com

  • Phone: 01460 240782

  • Address: Burrow Hill Cider Farm, Kingsbury Episcopi, Martock, Somerset, TA126BU