Refund Policy
At The Highstreet Offlicence, customer satisfaction is important to us. Please read our refund policy carefully before making a purchase.Welcome to The Highstreet Offlicence. By accessing or using our website, you agree to be bound by these Terms & Conditions. If you do not agree with any part of these terms, please do not use our website.
Eligibility for Refunds
Refunds may be considered under the following conditions:
- The item received is damaged, defective, or incorrect
- A refund request is made within 7 days of receiving the order
- Proof of purchase (order receipt or confirmation) is provided
Non-Refundable Items
Due to legal, health, and safety regulations, the following items are non-refundable:
- Alcoholic beverages
- Tobacco products
- Vapes and disposable vape products
- Lottery tickets and scratch cards
- Opened or used items
- Perishable goods
Orders & Payments
- To request a refund, please contact us within 48 hours of delivery
- Provide your order number, reason for the refund, and clear photos if the item is damaged or incorrect
- All refund requests are subject to inspection and approval
Approved Refunds
- Once approved, refunds will be issued to the original payment method
- Refund processing may take 5–7 working days, depending on your payment provider
- Shipping charges are non-refundable, unless the return is due to our error
Late or Missing Refunds
If you have not received your refund after the processing period:
- Check your bank or card statement again
- Contact your bank or payment provider
- Contact your bank or payment provider
Order Cancellations
- Orders can only be cancelled before dispatch
- Once an order has been dispatched, it cannot be cancelled or refunded
In-Store Purchases
- Refunds for in-store purchases are handled at the store manager’s discretion
- Receipt is required for any refund or exchange
