Refund policy

Refund & Return Policy

1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

2. Faulty, Damaged, or Incorrect Products
If your item is faulty, damaged in transit, incorrectly described, or does not meet a consumer guarantee, we may offer a refund, replacement, repair, or store credit, subject to valid proof of purchase.

For damaged or incorrect items, you must contact us within 24 hours of delivery with a description and clear photos. Please do not open or dispose of damaged goods before contacting us.

For faulty or damaged goods, return requests must be made within 7 days of receiving the order.

For some high-value items, we may arrange an assessment before confirming the appropriate remedy.

3. Return Conditions
Returned items must be in the same condition as received, unused, unopened where applicable, with original packaging and labels intact.

We may reject a return if:

  • the item is not in its original condition

  • parts are missing for reasons not caused by us

  • the return is requested outside the required timeframe

4. Return Shipping
If The Whisky Station is at fault, we will cover reasonable return shipping costs.
If the return is not due to our error, you are responsible for return shipping costs. Shipping charges are not refundable unless required by law.

5. Transit Damage or Missing Items
If your order is broken, damaged, or missing in transit, contact us immediately so we can lodge a claim with the carrier. Once confirmed, we will provide a refund, replacement, or store credit as appropriate.

6. Proof of Purchase
Proof of purchase is required for all return, refund, repair, or replacement requests. Acceptable proof includes:

  • receipt

  • tax invoice

  • bank or credit card statement showing the purchase

If you cannot provide one of these, contact us and we will see whether your purchase can be verified by other means.

7. Order Changes and Cancellations

Order Cancellation Before Dispatch

Orders may be cancelled before dispatch by emailing us at team@thewhiskystation.com.au.

A $5 administration fee will be deducted from all approved cancellation refunds.

Once an order has been dispatched, it cannot be cancelled. Changes to an order are generally not possible once the order has been placed, unless we agree otherwise.

Nothing in this policy limits your rights under the Australian Consumer Law.

8. Change of Mind
We do not accept returns or provide refunds for change-of-mind purchases. This is because once products leave our warehouse, we cannot control how they are handled or stored.

9. How to Request a Return
To request a return, contact us at team@thewhiskystation.com.au.
If your request is approved, we will provide return instructions. Items sent back without prior approval will not be accepted.