Short crates, broken bottles and orders you no longer need.

Cancelling before collection

Nothing is committed until we confirm your order, and even then you can cancel free of charge any time before it is picked and set aside. Say the word and it goes back on the shelf.

Once a pallet has been broken down and packed for you, or stock has been brought in specially to fill your order, we will ask you to take it or cover what it cost us to get it here.

Check it before you drive off

Count the crates and look at the glass while you are still with us. Breakages and shortages found on the spot are replaced there and then, no questions and no paperwork.

Once the load has left, we cannot tell our breakage from the road’s. That is not us calling you a liar — it is simply the point past which nobody can know.

What we always take back

• Anything past its date, or dated so close that you could not reasonably sell it.
• Bottles that were already broken, flat, leaking or badly sealed when handed over.
• A product that is not what you ordered, or a count that is short.
• Anything damaged by how we stored or loaded it.

Unopened stock you simply did not shift

Trade customers can bring back sealed, unopened, in-date stock in its original packaging within fourteen days and swap it for something that sells better. We do not charge a restocking fee for this — a supplier who punishes you for guessing wrong is not much of a supplier.

Stock that has been out in the sun, re-labelled or split out of its case cannot go back into the chain, so those we cannot take.

Deposits on returnable glass

Where a crate or bottle carries a deposit, that deposit comes back in full when the empties do, in the same condition you would expect to receive them. Empties that are cracked or missing come off the refund at the rate we were charged.

Getting your money back

Refunds go back the way you paid, in full. Regular trade accounts can take it as credit against the next order instead, which is usually faster for both of us.

How to raise it

Message us from the contact page with your order number and what went wrong. A photograph helps and is never required. We answer the same day where we can.

You will not be argued with over small amounts. It costs us more to win that argument than to put it right.