Refund Policy

ORDER AMENDMENTS, RETURNS, CANCELLATION & EXCHANGE

Returns
Our primary objective is to ensure that all Products arrive in perfect condition and that you are completely satisfied with your order. You have the right to cancel your order at any time without being charged for the Products ordered within 14 days of purchasing.  If you have already received your order and wish to make a return, we will issue a refund provided that you let us know your intention to return the Products within a period of 14 days from the date of the order being delivered.  

Where the Product is customised/personalised, we will not be able to accept any return for it whatsoever. Please make sure to check the details at the time of check-out or in the Product description. Where the Products are a part of a set of items, it cannot be returned by itself and only as the entire set. We will reimburse you for the full cost of the Product only. No compensation will be paid. 

Please note that while we can accept returns of certain Products, we will not cover the cost of returning the Products unless the wrong Products were delivered or the Products were damaged or otherwise defective. Where returns are made, all Products must be in good condition, unopened, supplied in the original packaging and with the seal intact. 

All refunds will be paid within a period of 28 days of receiving the returned Products. 

Unless the Products shipped to you were defective, incorrect, or damaged you are responsible for all costs relating to returning Products to IV creative. This includes postage and insurance. To make a return please email our Customer Services team at orders@drinkladya.com and ship the Products insured to an adequate value to the below address:

IV CREATIVE
Unit 18
Sleaford Business Park
Sleaford
NG34 7EQ
 

When making a return please be sure to pack returned Products securely in the same packaging that it arrived in and include the original invoice you received with the shipment, highlighting on this invoice the Products that you are returning and the reason for the return. Should you have any questions please contact our Customer Services team at orders@drinkladya.com

Cancellations
You have the right to cancel your order at any time up to fourteen days (14) from the date of the order first being placed unless the order includes Products that have been customised/personalised or that we have otherwise specified as being non-returnable. Products that are part of a set of items can only be cancelled as the whole set and not by itself. To cancel your order, please inform us in writing before the expiry of the cancellation period by contacting us at orders@drinkladya.com

If you have already taken delivery of the order, you must return the Products to us. You will be liable for the full cost of returning the Products and will be liable for any damages to the Product until they are received by us in all instances except where the Products returned were damaged, defective, or delivered in error.

Amending an order
If you need to change your name or delivery address, please contact the Customer Services team as soon as possible and we can amend your order details providing that your order has not been shipped. Should you wish to change your order please contact a member of our team at orders@drinkladya.com.

Exchanges
We will exchange Products if you inform us of your intention to return the Products within ten working days of the goods being delivered. In such instances you must accept the cost of returning the Products with adequate insurance in place and a full refund against the exchanged Products will only be given in cases where the Products received by IV Creative are returned in original condition.

Should you choose to exchange a Product that exceeds the value of the replacement Product, we will refund the difference via your original payment method. Should you exchange a Product that is less than the value of the replacement Product, additional payment will be required. You cannot exchange or cancel customised/personalised Products. Items that are part of a set of items can only be exchanged as the whole set and not by itself.

Customers making exchanges will become liable for charges relating to the shipping and insurance of the replacement Products. We will notify you of these charges in advance and will accept payment by credit card.

 

DAMAGED & WRONG PRODUCT

DAMAGED PARCELS
We use a limited number of highly regarded and well-established businesses to ship and deliver all orders, however on rare occasion parcels may become damaged in transit. Should your parcel show signs of damage on delivery, please refuse the parcel on these grounds and ask the courier to return the order to the sender.

DAMAGED PRODUCT
We want all our customers to receive their orders in perfect condition so in the unlikely event of a fault with or damage to the Product you have received, please let us know straight away by contact our Customer Services team at orders@drinkladya.com. We will aim to resolve any issue with the Product as quickly as possible but we need you to tell us as soon as you discover the fault or damage so we can resolve the issue for you.

Please include as much information as possible. We will also require photographs of any damage including all the packaging for insurance purposes.

We will also need a picture that clearly shows the seal intact on the damaged or broken bottle. Please retain the Product, box and all packaging until instructed otherwise by us.

WRONG PRODUCT
If you have received an incorrect Product in your order, let us know straight away by emailing our Customer Services team at orders@drinkladya.com

LOST PRODUCT
In the unlikely event that Product are misplaced on their way to you, we will arrange for a replacement to be sent directly to you, if available.

Where a replacement Product is not available due to it being discontinued or the original item being a "One Off", we will reimburse you for the full cost of the Product only. No compensation will be paid.

All discrepancies with the contents of your order must be reported to our Customer Services team at orders@drinkladya.com within 48 hours of receipt of your order.