Returns & Refunds Policy

At Amber Vault, we are committed to ensuring that every order is fulfilled with accuracy and delivered in excellent condition. This policy outlines our approach to cancellations, returns, refunds, failed deliveries, damaged goods, and import responsibilities.

Cancellations

Orders may be cancelled for a full refund within three days of purchase, provided the order has not yet shipped. Once an order has been dispatched, cancellations are no longer possible, and the order will be processed as confirmed.

Returns

Amber Vault accepts returns only in cases where products arrive with a manufacturer defect or have been damaged in transit. To be eligible for return, products must be unused, unopened, and remain in their original packaging. Returns cannot be accepted due to a change of mind, a change in taste, or a mistaken purchase. In addition, due to alcohol regulations, we cannot accept the return of goods purchased in error.

If you wish to request a return, you must notify us within 24 hours of delivery. This notification must include a short description of the issue, photographic evidence of both the defect or damage and the packaging, as well as proof of purchase such as an invoice or order confirmation. Once a request is submitted, Amber Vault will review the case within three business days. If the return is approved, we will arrange collection of the goods. Please note that products sold as part of a set must be returned in full. Sale and promotional items are strictly non-returnable.

Refunds

Refunds are processed only once a return has been approved by Amber Vault. If approved, refunds will be issued to the original method of payment. The time required for funds to appear will depend on the processing times of your bank. For orders paid in cash, we do not offer monetary refunds; instead, a store credit will be issued for the amount paid.

Refunds are not permitted for orders placed in error, for change of mind, or for orders that are delivered within the published delivery timeframes.

Failed or Returned Deliveries

In cases where an order cannot be delivered due to an incorrect address, a declined delivery, or multiple failed delivery attempts, the shipment may be returned to Amber Vault. Where this occurs, any repackaging or return costs incurred may be deducted from the refund amount.

Couriers will typically leave a delivery notice or door tag to advise of the failed attempt. It is the responsibility of the recipient to contact the courier to arrange redelivery or to collect the goods from the depot before they are returned. Amber Vault will always seek to resolve delivery issues in your favour wherever possible, but your cooperation may be required to complete the resolution process.

Damaged or Incorrect Shipments

Amber Vault has developed specialist packaging designed to ensure both protection during transit and a premium unboxing experience. In the unlikely event that your order arrives damaged or incorrect, you must notify us within seven days of delivery. If a replacement is available, we will arrange for an exchange. If no replacement stock is available, a refund will be issued once the affected products are returned in the same condition they were received.

In order to process such claims quickly, we require clear photographs of the affected product and the packaging. You should also retain the products, even in cases of breakage, as the courier or vendor may require their return for verification. If an order shows as delivered in the courier tracking system but has not been received, we must be notified within seven days of the stated delivery date. If tracking information shows no progress for a period of ten to fourteen days, you should also contact our team so we may assist.

Customs and Import Responsibility

Amber Vault exports internationally ; however, we cannot guarantee compliance with the import laws of every country. It is the customer’s responsibility to ensure that the importation of alcoholic products complies with local regulations before placing an order. Amber Vault cannot be held responsible for shipments that are seized, impounded, or delayed by customs authorities, nor for any duties, taxes, or additional fees that may be charged upon import.