Shop Policies
Your consumer rights
If you are a consumer and have made a purchase via our Website, you will generally be entitled to a statutory 14-day cancellation period (the Cooling-off Period), during which time you can change your mind and receive a full refund. However, please note that the length of the Cooling-off Period and whether or not it applies differs depending on what you have purchased. Your statutory cancellation rights are described in more detail below.
Please note that nothing in these terms restricts your rights under general consumer law, for example if we have broken the contract, or if we have misdescribed our goods or services.
Bottles of whisky
a. After purchasing a bottle of whisky from our website, you will have 14 days starting from the date you receive the item to cancel the order and receive a full refund.
b. If you wish to exercise your right to cancel during this Cooling-off Period, just let us know by contacting us at info@platinumcask.com. You must post the item(s) back to us at 1st Floor Fah Mai Holding T/A Whiskybull & Platinum Cask, No. 4 Davis Way, Fareham, Hampshire, United Kingdom within 14 days of telling us you wish to end the contract. We will provide a full refund within 14 days of receiving your returned item(s) in the post using the same payment method that you used to pay. This will also include a refund of any basic (but not premium) delivery costs you paid at the point of sale. We will not refund the cost of returning the item(s) to us.
c. Please note that, for health and hygiene purposes, you will lose the right to cancel the contract and receive a refund during the Cooling-off Period if you open the bottle of whisky after delivery. We may also apply a fair deduction to the refund if you have damaged the bottle while it is in under your control.
d. Once the Cooling-off Period described above has expired, you will no longer be entitled to change your mind and receive a refund in relation to bottles of whisky. If, however, the product does not match the description, or if it is not of satisfactory quality, please let us know by contacting us at info@platinumcask.com. You may be entitled to a refund or replacement. Please note that we will only provide refunds in cases where there is a genuine product defect or quality issue.
Return Shipping
If you return the order the initial shipping costs will be deducted from your refund even on free shipping offer.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. If the item is lost during shipping process, we do not take responsibility and will not grant a refund or a replacement.
Refunded payment
If you are approved based on Returns conditions, then your refund will be processed, and a credit (excluding the shipping costs) will be applied to your credit card or original method of payment, within 15 business days, or once your return is received and inspected.
There are certain situations where only partial refunds are granted: Any item that is returned and not in its original condition, is damaged or missing parts for reasons not due to our error is not eligible for a refund.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. 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 info@platinumcask.com or call +66 (0) 2-1071047, +44 (0) 8000-588-705
Price and Payment
The Price for the products(s), including Spirit, is as shown on our website.
For casks, we will invoice you following acceptance of your Order Form. You must pay our invoice in full and cleared funds within the period set out in the invoice prior to ownership of your Cask(s) being transferred to you. We accept payment by debit card, credit card with (3% Surcharge) and bank transfer.
If you think an invoice is wrong, please contact us promptly to let us know.
If an invoice is not paid within 14 days that we reserve the right to cancel the order and redistribute the allocation (whether it is a bottle or cask)
You must pay all amounts due to us under this Agreement in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
Delivery
a. If you purchase a Product, the costs of delivery will be displayed to you on our Website when you do so. We will give you an estimated delivery date when we confirm receipt of your order.
b. Delivery of an order shall be completed when:
i. our carrier delivers the Product; or
ii. you (or someone else on your behalf) collect(s) the Product from us or from our carrier,
and the Product will be your responsibility from that time. If you are informed about a failed delivery attempt but do not re-arrange delivery of a Product or collect that Product from the carrier’s depot we (or the carrier) will contact you for further instructions and we may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may charge you reasonable compensation for the net costs which we incur. We may deduct that compensation from the bank account which you used to pay for the Product. We may make that deduction from that bank account in more than one payment.
c. You own the Products once we have received payment in full, including all applicable delivery charges, value added taxes, import duties, administration charges and taxes which are payable by us.
Customs, Duties & Taxes
We deliver to all countries listed on the Website. The buyer is the importer of product in their own country and must therefore comply with all laws and regulations of the destination country. Orders may be subject to import taxes, customs duties and fees charged by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are imposed once a shipment reaches the buyers country. Additional charges for customs clearance must be fulfilled by the buyer; Fah Mai Holdings t/a Whisky Bull Auction & Platinum Cask has no control over these charges, nor can Fah Mai Holdings t/a Whisky Bull Auction & Platinum Cask predict what they may be. Fah Mai Holdings t/a Whisky Bull Auction & Platinum Cask is therefore not responsible for these charges.
Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.