Returns & Refunds Policy

At Jackton Distillery, we want every order to arrive safely and every customer to feel looked after. This policy explains delivery charges, delivery times, returns, refunds and exchanges for orders placed through our website.

For help with an order, delivery or return, please email myorder@raer.co.uk or call 01355 202590. For general enquiries, please email enquiries@raer.co.uk.

Delivery Information

We aim to deliver standard UK orders within 3 to 5 working days from the date your order is placed.

Standard delivery is £5 on orders under £75. Delivery is free on orders of £75 or more.

Delivery times are estimates only and may occasionally be affected by factors outside our control, including peak periods, courier delays, adverse weather and pre-order volumes. Some remote locations, including the Scottish Highlands, Northern Ireland and the Channel Islands, may be subject to longer delivery times or additional delivery charges. Any applicable delivery charges will be shown at checkout before you complete your order.

We are unable to deliver to PO Boxes or virtual addresses.

Because our products contain alcohol, deliveries must be accepted by a person aged 18 or over. Our courier may ask for identification and may refuse delivery if age or identity cannot be verified.

Returns Overview

Our standard returns window is 30 days from the date of purchase for items returned unused, unopened and in their original condition and packaging.

This policy does not affect your statutory rights.

Your Right to Cancel

If you buy online, by phone or by mail, you have the legal right to cancel your order within 14 days of receiving it, even if the item is not faulty.

To exercise that right, please contact us within 14 days of delivery at myorder@raer.co.uk. Once you have told us that you wish to cancel, you then have another 14 days to return the goods to us.

Where a refund is due following a valid cancellation, we will refund the price paid for the goods and the cost of standard delivery. If you selected a more expensive delivery option, we will refund the standard delivery cost only.

Change of Mind Returns

If you no longer want an item, please contact us before sending it back.

Items should be returned unused, unopened and in their original packaging. You are responsible for the cost of return postage for change-of-mind returns, and we recommend using a tracked service and keeping proof of postage until the return has been received by us.

If an item has been handled more than would reasonably be expected in a shop, we may reduce the refund to reflect any loss in value.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, incomplete or not as described, please contact us as soon as possible at myorder@raer.co.uk or on 01355 202590 and we will work quickly to put things right.

Where appropriate, this may include a replacement, repair or refund in line with your statutory rights.

Sale Items

Sale or promotional items can still be returned where they are faulty, damaged, not as described, or where you otherwise have a legal right to cancel.

Your statutory rights apply whether an item was bought at full price or at a reduced price.

Exchanges

We only replace items where they are defective, damaged or incorrect, and subject to availability.

If you need an exchange, please email myorder@raer.co.uk with your order number and details of the issue before returning the item.

Gifts

If you are returning an item that was bought as a gift, please contact us and we will advise the best way to process the return.

Any refund due will normally be made to the original purchaser, unless we agree otherwise.

How to Return an Item

Before sending anything back, please email myorder@raer.co.uk with:

your order number
your full name
the item or items you want to return
the reason for the return

Unless we advise otherwise, returns should be sent to:

RAER Scotch Whisky Limited
Jackton Distillery
Hayhill Road
Jackton
G74 5AN
Scotland

Please package items securely. We recommend using a tracked postal service and keeping proof of postage until your return has been received and processed.

Refunds

Once your return has been received and checked, we will email you to confirm that it has been processed.

Approved refunds will be made to your original payment method. Please note that it can take a little additional time for your bank or card provider to show the refund in your account.

Tours and Accommodation Bookings

Please note that this Returns & Refunds Policy applies to physical products purchased through our online shop.

Tours, tastings, gift vouchers, accommodation stays and related bookings are subject to separate booking terms and cancellation policies. These are provided during the booking process and are confirmed in the booking confirmation email issued for that tour or accommodation reservation.

If you have booked a tour, tasting or accommodation stay and need help with your booking, please refer to your confirmation email in the first instance, or contact our team directly.

Need Help?

For order, delivery and return queries, please contact myorder@raer.co.uk or call 01355 202590.

For general enquiries, please contact enquiries@raer.co.uk.