Return and refund policy

Last updated: October 7, 2026

Store: Spirits Reserve
Legal seller: Wyonna Keontay Heard, an individual doing business as Spirits Reserve
Business and mailing address: 1663 Thornton Pl SW, Atlanta, GA 30315-3625, United States
Website: https://spiritsreserveco.com
Email: support@spiritsreserveco.com
Phone: +1 404 627 3322

1. Scope and consumer rights

This policy applies to purchases from Spirits Reserve delivered within Australia.

Our voluntary refund policy operates alongside your rights under the Australian Consumer Law. Statutory remedies are not restricted by our 30-day dissatisfaction period or the exclusions described below.

For a major product failure, you may choose a refund or replacement. Other failures must be remedied within a reasonable time, and further remedies may become available if they are not resolved. Compensation may also be available where required by law.

2. Dissatisfaction within 30 days

If you are dissatisfied with a product, email support@spiritsreserveco.com within 30 days of its delivery to request a refund.

Include:

• Your order number or other proof of purchase.

• A brief explanation of your dissatisfaction.

• A photograph of the product.

If you cannot reasonably provide a photograph, explain this so that we can consider other suitable evidence.

For orders delivered in separate packages, the 30-day period begins when the relevant item is delivered.

We assess requests against the conditions in this policy without unnecessary delay and communicate the outcome by email.

3. Damaged, defective, or incorrect products

Contact us if an item arrives damaged, is incorrect, or develops a fault. Include a description of the problem and photographs where relevant and reasonably available.

Stop using a product if it appears unsafe. We will assess the issue and provide the remedy required by applicable consumer law.

These requests are not automatically excluded because more than 30 days have passed since delivery.

We remain responsible for addressing your claim. You do not need to obtain a remedy directly from our supplier or the product manufacturer.

4. Orders that have not arrived

If your order has not arrived within the stated delivery estimate, contact us with your order number to request an investigation and refund assessment.

Shipping generally takes 7 to 15 days after dispatch, following approximately 2 to 3 days of processing.

We will check available shipping records and investigate with the supplier or carrier. A product photograph is not required for a non-delivery claim.

The 30-day period measured from delivery does not apply to an item that has never been delivered.

5. No physical return required

You do not need to send the product back for an approved refund.

After approval, you may keep the item or dispose of it safely. Please retain the item and any reasonably available evidence while we assess your request, unless retaining it would create a safety risk.

6. Exclusions from voluntary dissatisfaction refunds

If offered in our catalog, the following are excluded from our voluntary dissatisfaction refund policy:

• Personalized products.

• Gift cards.

• Personal hygiene products whose hygiene seal has been broken.

These exclusions do not remove any remedy required by law for faulty, damaged, incorrectly supplied, or otherwise nonconforming goods.

7. Refund method and timing

Approved refunds are processed to the original payment method. We do not require you to accept store credit instead of a refund to which you are entitled.

We initiate approved refunds promptly. Allow 5 to 10 business days from approval for the credit to appear on your account or card statement, depending on processing by the payment provider and your financial institution.

This bank-posting estimate does not extend any legal deadline for us to issue a refund.

Your purchase may appear on your card statement as spiritsreserve.

We will confirm the refund amount by email, including any additional amounts that must be refunded under applicable law.

If the credit has not appeared after 10 business days, contact support@spiritsreserveco.com so that we can investigate.

8. Cancellation requests

To request cancellation before dispatch, email support@spiritsreserveco.com as soon as possible. We will check whether processing or shipment can be stopped.

If cancellation is confirmed after payment, we will refund the canceled purchase.

If we cannot dispatch an order within the stated processing period, we will notify you of the delay and explain your options to agree to a revised shipment date or cancel for a refund. We will obtain any consent required by applicable law and cancel and refund the order where required if that consent is not obtained.

If the order has already been dispatched, your rights under this policy and applicable law remain available.