Refund & Returns
Policy.

To be eligible for a refund or replacement, customers must record a continuous unboxing video of the package.

• Arrival Protocol: The video must start before the package is opened.
• Presence of Delivery Personnel: We strongly recommend recording the initial receipt and opening of the package in front of the delivery person.
• Verification: This video is mandatory for us to verify the condition of the product upon arrival. Requests without a clear, unedited unboxing video will unfortunately be declined.

Please do not send any items back to us until your request has been formally approved.

• Submission: Send your unboxing video and order details to our support team.
• Verification: Our team will review the footage and documentation to verify the claim.
• Authorization: Once verified, we will send you a Return Approval Notification. This will include instructions on how and where to send the product.

Once your return is approved, you must ship the product back to us following these requirements:

• Complete Items: The product must be returned with all original packaging, tags, accessories, and manuals included.
• Secure Packaging: Ensure the product is packed properly to avoid damage during transit. Items received in damaged condition due to poor packaging may be ineligible for a refund.

Once we have received the returned product at our facility and conducted a final physical inspection:

• Timeline: We will process your refund within 3 business days of receiving the returned item.
• Method: The refund will be credited back to your original payment method. Please note that your bank or card issuer may take additional time to reflect the balance in your account.

If you have any questions regarding our video verification process or need to initiate a return, please contact our support team at info@spiritsandmalts.com.