Overview
Our refund and returns policy lasts 5 days. If 5 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your drink/item must be unused and in the same condition that you received/bought it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Items categorized under Accessories, items such as cigarettes or condoms cannot be returned.
Additional non-returnable items:
- Gift cards
- Items categorized under Accessories
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the store. Make a call/email first for directions on how to go about it.
There are certain situations where only partial refunds/replacement are granted:
- Drink/item with obvious signs of being opened prior to delivery.
- Drink/item whose seal has been opened.
- Any drink/item not in its original condition, is damaged or missing parts for reasons due/not due to our error.
- Any drink/item that is returned not more than 5 days after delivery
- Any drink/item that is expired on the day of purchase.
Refunds
Once your return is received and inspected, we will send you an email/call 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 7 working days.
Late or missing refunds
- If you haven’t received a refund yet, first check your bank account/payment method 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 our physical store or call: +254 768 668 668 or email: drinks@liquorhub.co.ke.
Sale items
Only regular priced drinks/items may be refunded. Sale/Promotional drinks/items cannot be refunded unless delivered as damaged.
Exchanges
We only replace drink(s)/items if they are expired on day of purchase or defective or damaged. If you need to exchange it for the same drink/item, send us an email at drinks@liquorhub.co.ke or call: +254 768 668 668 and send/brring your drink(s)/item to our physical store.
Gifts
If the drink/item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned drink/item is received, a gift certificate will be mailed to you.
If the drink/item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your drink/item, you should send it to our product to our physical store.
You will be responsible for paying for your own shipping costs for returning your drink/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 drink/item to reach you may vary.
If you are returning more expensive drinks/items, you may consider using a reliable delivery service or request our delivery team to pick it up at your cost.
Need help?
Contact us at drinks@liquorhub.co.ke or call: +254 768 668 668 for questions related to refunds and returns.