Delivery & Returns
Shipping, Refund & Returns Policy
These policies are to be used as a resource by DP customers who purchase products from our website: www.draftproducts.com (“DP”).
Do note we DP are moving to become a HOME BAR SUPERMARKET DROP SHIP enterprise where we will list suppliers stock on our site for customers to purchase. We DP do not have a warehouse and we do not hold any stock. All products are stored with the wholesaler and all purchases are sent through to the wholesaler to accept and fulfil the order directly to the customer. By this we mean the wholesaler has their own (separate to DP) responsibility to accept your purchase order as quickly as possible and then package and send it out to the customer in accordance with their own shipping and returns policies.
We want to provide you with NEXT DAY DELIVERY wherever possible so we strive to implement that on every occasion with every supplier we partner up with.
However, some of our partners are based on the edge of northern Scotland for example so it’s simply not possible on some occasions to guarantee next day delivery but we certainly strive to provide this high level of service wherever possible. If it is not possible our wholesaler’s product listings will clearly state the shipping arrangements that are available to our customers from them and their products.
Should a customer make a purchase of such a product then the customer also agrees to the shipping terms and conditions of the supplier and must adhere to their rules.
The benefits of this approach are so that our customers get the freshest produce straight from the brewer and to minimalise waste and losses for all parties, for example. We thank our customers for understanding in such circumstances.
Despite this arrangement, we at DP want to make our own promises to our customers as you are indeed purchasing products from us and absolutely want to look after you.
Depending on the circumstances, where appropriate DP will consider issuing a full or partial refund, and/or replace the lost item and/or accept the return of an item when we are informed of a problem.
So we ask all customers to contact us within 7 days at the very latest of the issue arising to inform us of the problems experienced. Please, tell us straight away where you can as we need to know before it becomes too late!
Customers can raise disputes on any of the platforms where we sell our products and we will work within those partners T&Cs to remedy the situation.
We at DP will assess every dispute on a case by case basis and promise to respond within 7 working days at latest, usually far quicker.
When a concern is raised we will require time to investigate your concern. This may mean we need to liaise with our partners (Wholesalers, couriers, platforms and/or other) to understand the chronology of events before making a decision.
Establishing where the mistake (however rare) was made is crucial. When we understand this we can ensure the right party remedies the situation.
Mistake has been made by the wholesaler we will work with them to get it right for you as quickly as we can. We only work with the best, often award winning, suppliers so we know their standards are also high in line with ours and will be only too keen to resolve matters. Rest assured if we find this ever changes the supplier would be struck off our list to protect you and DP.
Mistake has been made by the courier such as failing to deliver a package correctly or delivering a damaged pack we will work with the supplier who will contact their courier to understand and look to remedy the situation by making a claim against them if necessary for the damage or losses incurred.
Mistake has been made by DRAFT PRODUCTS we will not delay in resolving the matter, rest assured.
If a package has been delivered we will not be refunding or replacing products claimed to be lost.
Who pays for returns?
If there is nothing wrong with the products, you have simply changed your mind, no problem at all. However, postage for returns is sent at your own expense and should be returned to the supplier as quickly as possible as well as informing us – email@example.com so that we can refund you when the items are returned. *Please do not open the box or if you have, please return the goods into the box exactly how they were to ensure they are adequately protected. See our rules around protecting our products for the return journey below.
If the return is a result of our error or a defective item then the return costs will be covered by the supplier and if required, replacement products sent to you free of charge. We will work with the supplier to get it right quickly. In such instances we urge you to tell us straight away and if a package does arrive damaged, you have the right to not accept it and instead request the courier return the item. In doing so you highlight the package must have been damaged during transit so we can take up the matter with the suppliers courier and look to get you new replacement stock out urgently.
How long will it take to receive my money back?
All refunds will be issued to the same payment method as the original order and will be processed within a maximum of 7 days once we have received and processed the returned item(s). In most cases this will happen much sooner and we will email/text you on the day the refund is processed as long as we have your contact details.
If for whatever reason you wish to return your goods, you can return them within 14 days after receipt to qualify for a full refund providing the goods are returned in perfect unused condition* and where possible unopened and/or in their original undamaged packaging with any labels attached.
To return the item simply send the item via whichever trackable courier delivery service you so choose and email us at DP firstname.lastname@example.org all the information so we can track this return.
*Protecting DP goods for the return journey
When returning products we kindly ask that you take proper care where appropriate to use the protective packaging under the contents, to the sides and on top to protect them as unfortunately not all couriers take the same level of care we do.
We reserve the right to not issue a refund where any third party such as your choice of return courier has been responsible for any damage.
We therefore recommend you take out the adequate level of insurance to cover the full value of the goods to ensure your full reimbursement of losses from any damage that may have occurred during their transit. Unfortunately it happens and we don't want you, our supplier or us to be hit with the loss from a courier’s malhandling!
We thank you for taking good care of our products when such returns are necessary.
As the customer is purchasing products from the supplier directly, the supplier is responsible for all warranty matters.