Returns
Returns & Refunds Policy
Last updated: Dec 2025
This Returns & Refunds Policy applies to all online sales made by Pips Cider LTD (“we”, “us”, “our”) to consumers in the United Kingdom.
We sell cider and related alcoholic products. Nothing in this policy affects your statutory rights under UK consumer law.
1. Your Statutory Rights
Under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers have certain rights when buying goods online.
Where goods are faulty, damaged, not as described, or unfit for purpose, you are entitled to a repair, replacement, or refund in accordance with the law.
2. Cancellation Rights (Change of Mind)
You have the right to cancel your order within 14 days of receiving the goods, without giving any reason, except where exclusions apply (see Section 3).
How to Cancel
To exercise your right to cancel, you must notify us clearly (for example by email) within 14 days of delivery.
Once cancelled, you then have 14 days to return the goods to us.
3. Exclusions from the Right to Cancel
The right to cancel does not apply to:
- Perishable goods, including cider and other drinks with a limited shelf life
- Sealed alcoholic products which have been opened after delivery
- Goods that are custom-made or personalised
- Goods returned in a condition that makes them unsuitable for resale
Where an exclusion applies, returns will only be accepted if the goods are faulty or incorrect.
4. Condition of Returned Goods
Where a return is permitted:
- Goods must be unused, unopened, and in their original packaging
- Bottles, cans, or boxes that have been opened or tampered with will not be refunded unless faulty
- You are responsible for taking reasonable care of the goods while they are in your possession
If returned goods show signs of use, damage, or leakage, we reserve the right to reduce the refund to reflect any loss in value.
5. Return Postage Costs
- Change-of-mind returns: You are responsible for the cost of return postage
- Faulty or incorrect goods: We will reimburse reasonable return postage costs
We recommend using a tracked delivery service, as you are responsible for the goods until they reach us.
6. Refunds
- Refunds will be issued to the original payment method
- We will process refunds within 14 days of receiving the returned goods or proof of return
- Original delivery charges are refundable only where required by law
7. Faulty or Damaged Goods
If your order arrives damaged, leaking, incorrect, or faulty, please contact us within 48 hours of delivery with photographs where possible.
We may offer:
- A replacement
- A partial refund
- A full refund
This does not affect your longer-term rights under the Consumer Rights Act 2015.
8. Alcohol Sales
We operate a Challenge 25 policy. By placing an order, you confirm that you are aged 18 or over. We reserve the right to refuse delivery or cancel orders where age verification fails.
9. How to Contact Us
For all returns and cancellations, please contact:
Pips Cider LTD
Email: sales@pipscider.com
Address: Mill Cottage, Dorstone, Hereford, HR3 6BN
10. Governing Law
This policy is governed by the laws of England and Wales.