top of page

Refund Policy

1. Introduction
This page, along with our Privacy Policy and Terms and Conditions, outlines the legal terms under which we supply any of our products ("Products") to you, the consumer. By ordering from www.axlandace.co.uk, you agree to these terms.
These terms apply only to private individuals (consumers). If you are buying on behalf of a business, these terms do not apply — trade customers are subject to separate terms.
These terms apply whether your purchase is made online, over the phone, via email or in person.

2. Your Consumer Rights at a Glance
Under the Consumer Rights Act 2015, your legal rights entitle you to:

  • Within 30 days: Return faulty Products for a full refund.

  • Up to 6 months: If a Product can’t be repaired or replaced, you’re usually entitled to a full refund.

  • Up to 6 years: If a Product develops a fault you may be entitled to a partial refund, repair or replacement.

This is a summary only — for full details, refer to www.citizensadvice.org.uk.

3. How to Contact Us
To cancel an order or return an item, contact us by:

  • Emailing: hello@axlandace.co.uk

  • Completing the contact form on our website

  • Including your name, order number, and reason for cancellation

We’ll confirm receipt and your cancellation will be effective from the day you contact us.

4. The Products

  • Images on our website are for illustrative purposes only. Actual items may vary slightly.

  • Outer packaging may differ from what’s shown and is not guaranteed unless specified.

  • Tasting notes or descriptions are subjective and not contractual.

  • Minor technical or labelling changes may occur due to legal, supplier or environmental changes — these will not materially affect your enjoyment of the product.
     

5. Age Restrictions
We will not sell alcoholic products to anyone under 18 years of age.
By placing an order, you confirm that:

  • You are over 18;

  • You are not purchasing for anyone under 18;

  • It is legal for you to buy and receive alcohol in your country.

If you break this agreement, we may cancel your order and seek compensation for our costs.

6. Placing an Order & Pre-Orders

  • An order is only confirmed once you receive an Order Dispatch Confirmation from us via email.

  • For pre-orders, payment is taken at checkout, but the contract is only formed once the dispatch email is sent.

  • You can cancel a pre-order at any time before dispatch for a full refund.

  • If we cannot fulfil your order (e.g. due to a pricing error or supply issue), we’ll notify you and issue a full refund.
     

7. Cancellations & Refunds (Change of Mind)
You have the legal right to cancel within 14 days from the day you receive your order.
Exceptions: You cannot return sealed goods unfit for resale if opened (e.g. bottles opened or tampered with).
If you cancel:

  • You’ll receive a full refund of the product price

  • You’ll be refunded standard delivery charges (not express shipping)

  • You must return the item within 14 days of cancellation notice

You are responsible for return shipping costs unless the product is faulty or incorrect.

8. Refund Conditions
To receive a full refund:

  • The item must be returned in saleable condition

  • You must not have used it in a way not permitted in a shop

  • Damage during return transit is your responsibility

If we receive the item back damaged, used or opened, we may reduce or withhold your refund.

9. Faulty, Damaged or Incorrect Items
If the item is faulty, damaged or not as described:

  • Let us know within 30 days

  • We’ll refund your full costs (including shipping and return postage)

  • Please retain your delivery packaging as evidence if needed
     

10. How to Return Products
Return products to:

Axl & Ace, SA12 Business Centre, Seaway Parade, Baglan Energy Park, Port Talbot, SA12 7BR.
Include:

  • A note with your order number

  • Reason for return

We’ll process your refund via the original payment method within 14 days of receiving the item.

11. International Customers
If you're ordering from outside the UK:

  • You are responsible for any customs, duties or taxes

  • Returned items must be clearly marked as "Returned Goods" to avoid charges

  • You will not be refunded original delivery charges, customs duties or return shipping unless the item is faulty
     

12. Delivery Issues

  • We aim to dispatch all orders promptly. If there are delays, we’ll notify you.

  • If no one is home at the time of delivery, the courier may leave it with a neighbour, in a safe place, or attempt redelivery.

  • Once delivered, the product is your responsibility.

If delivery is missed repeatedly or refused, we reserve the right to cancel the order and deduct our costs from any refund.

13. Pricing & Payment

  • All prices are in GBP (£).

  • We reserve the right to correct any pricing errors.

  • Currency conversion tools are estimates only; payments are charged in GBP.

  • If paying by bank transfer from outside the UK, ensure that your bank pays all fees and the full GBP amount is received.
     

14. Liability

  • We are not responsible for indirect losses, including lost profits or business opportunities.

  • We are not liable for use of Products in a way not intended or recommended.

  • We do not exclude liability for death or personal injury caused by our negligence.
     

15. Events Beyond Our Control
We are not liable for delays or failures caused by circumstances outside our control (e.g. postal strikes, extreme weather, pandemics, etc). If an event continues for more than 30 days, you may cancel your order for a full refund.

16. Governing Law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales.
Need help or have a complaint?
Email us at hello@axlandace.co.uk – we’re here to help.
crn: 15848424

bottom of page