We strive to ensure all packages arrive correctly, as advertised and that our customers are satisfied with their purchase. In scenarios where that isn't the case, we hope the below information will assist you.
You have the right to cancel your order within 14 days of the original purchase without being charged. You must contact us within 14 days and we will be happy to refund or exchange the product. However, if the item has already been delivered, we will only cover the cost of return if the product is damaged or defective. Personalised items, or other items stipulated as non-refundable are also not included in this policy.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Products are generally shipped within 3 working days from orders being placed, however some products such as personalised products, cask sales, or items on pre-order will be delivered in the time stipulated on the product page.
To be eligible for a return, your item must be unused, unopened and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we may require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to:
C/O ACUT Fulfillment GmbH
Motzener Strasse 36-38, Gate 29
Please do not send your purchase back to the manufacturer.
To return your product, you should mail your product to:
C/O ACUT Fulfillment GmbH
Nunsdorfer Ring 20
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please note any reimbursement will be refunded onto the credit or debit card used by you to pay for the original purchase