Return Policy

At On the Wall Distillery, we strive to provide our customers with the highest quality artisanal gin products. However, due to the perishable nature of our goods, we regret to inform you that we are unable to offer returns or refunds unless there is a defect or fault, or if the products are not as described.

Notification Process

In the event that your order arrives with any defects or faults, or if the products are not as described, it is essential to inform the courier immediately upon delivery. Any breakages or shortages must be clearly stated on the courier’s documentation to ensure accurate and efficient resolution.

Confirmation Requirement

To expedite the resolution process, we require confirmation of any breakages or shortages within 48 hours of delivery. This prompt notification allows us to swiftly address any issues that may arise and ensures your complete satisfaction with our products.

Photographic Evidence

In cases where an item has been damaged during transit, photographic evidence is necessary to assist our carrier in assessing the extent of damages incurred. This evidence helps facilitate the claims process and ensures that appropriate measures are taken to remedy the situation.

If you encounter any problems with your order, please do not hesitate to contact us via email at OnthewallDistillery@gmail.com to report the issue. Once we receive your email, our dedicated team will promptly investigate the matter and provide assistance accordingly.

Resolution Process

Upon completion of our investigation, if the claim is approved, we will replace the faulty goods as soon as possible. Our goal is to ensure that you receive the highest quality products and that your experience with On the Wall Distillery exceeds your expectations.

Thank you for your understanding and cooperation in adhering to our return and refund policy. We appreciate your support and look forward to serving you with excellence at On the Wall Distillery.