Last updated: November 17, 2025

1. Our Commitment to Quality

At Spirited Bar Ltd, we are dedicated to providing you with exceptional bespoke spirits, crafted to your unique specifications. Each product is a personal creation, and we take great care to ensure it meets the highest standards of quality, from the spirit itself to the bottle, closure, and your custom-designed label. This policy outlines your rights and our commitments regarding returns.

2. Your Statutory Rights

Our returns policy is in full compliance with UK law, including the Consumer Rights Act 2015. Your statutory rights are not affected by this policy. Under the Act, goods must be of satisfactory quality, fit for purpose, and as described. Our policy for bespoke products operates within this legal framework.

3. Understanding Bespoke Products

3.1. Consumer Contracts Regulations Exemption

The Consumer Contracts Regulations 2013 grant consumers a 14-day right to cancel for most online or distance sales (the "cooling-off period"). However, Regulation 28(1)(b) provides a specific exemption for goods that are "clearly personalised or made to the consumer's specifications."

 

As all Spirited Bar Ltd products are custom-made based on your selection of spirit, bottle, closure, and personalised label design, they fall under this legal exemption. Therefore, the right to cancel simply because you have changed your mind does not apply to any order placed with Spirits Studio. Your right to a refund or replacement remains fully protected if the product is faulty, damaged, or incorrect, as detailed in Section 4.

 

Due to the highly personalised nature of our products, they are classified as bespoke and custom-made. This includes any product where you have made a selection of:

• The spirit type
• The bottle shape or size
• The closure type (e.g., cork, screw cap)
• A personalised label design, including any text, images, or branding you have provided or approved.

Under the Consumer Contracts Regulations, which govern distance (online) sales, bespoke and personalised items are exempt from the standard 14-day "cooling-off" period. This means you do not have a right to a refund if you simply change your mind.

 

4. When Returns Are Accepted

We will accept returns and offer a resolution for bespoke products only under the following circumstances:

• The product is faulty: This includes issues with the quality of the spirit itself, or a defect in the bottle or closure that compromises the product (e.g., a leaking seal).
• The product is not as described: If the final product does not match the specifications you ordered and approved (e.g., wrong spirit type, incorrect bottle).
• The product is damaged in transit: If your order arrives with clear damage sustained during shipping.

 

5. What Is Not Covered

We cannot accept returns or offer refunds for the following:

• Customer errors in personalisation: This includes spelling, grammar, or punctuation errors on your custom label design that were present in the final design you approved.
• Dislike of the approved design: Once you have approved the label design, we cannot accept returns because you have changed your mind about the design.
• Minor variations: Minor variations in colour on the printed label, or slight variations in the glass of the bottle, which do not affect the overall quality or use of the product.

 

6. How to Report an Issue and Initiate a Return

Should you need to return a product due to a fault, damage, or an error on our part, please follow these steps:

1. Contact us within 14 days of receiving your order. Please email us at info@spiritsstudio.co.uk with your order number and a description of the issue.
2. Provide photographic evidence. To help us assess the issue quickly, please attach clear photographs of the fault, damage, or error. For damage in transit, please include photos of the packaging as well.
3. Await instructions. Do not return any items until you have heard back from us. We will review your claim and provide you with instructions on how to proceed.

 

7. Inspection and Resolution

Once we have received the returned item and confirmed the issue, we will offer one of the following resolutions:

• A replacement: We will create and ship a replacement product to you at no additional cost.
• A full refund: If a replacement is not possible or desired, we will issue a full refund to your original method of payment. Refunds will be processed within 14 days of our confirmation that the return is valid.

We reserve the right to inspect all returned items. The product must be returned in its original, unopened condition to be eligible for a refund or replacement, unless the fault is a defect in the spirit itself. If we determine that the product is not faulty, damaged, or incorrect, we will return the item to you at your cost.

 

8. Shipping Costs for Returns

If your return is accepted due to a fault, damage, or an error on our part, we will cover the cost of the return shipping. We will provide you with a prepaid shipping label.

 

9. General Provisions

• Proof of Purchase: We require a valid order number as proof of purchase.
• Original Buyer: Returns will only be accepted from the original purchaser.
• Statutory Fault Period: Please note that under the Consumer Rights Act 2015, you have a right to claim for a fault that was present at the time of purchase for up to 6 years (5 years in Scotland). Our 14-day reporting window is for initial damage or immediate faults, but your long-term statutory rights remain.

 

10. Contact Us

For any questions about our returns policy, please contact us at info@spiritsstudio.co.uk