Returns & Refunds
We carefully check and securely pack every order. If something is not right, or you need to arrange a return, please contact us before sending any items back.
Please contact us first
Do not send an order back without contacting our customer service team. We will review the circumstances and explain the appropriate next steps.
Email customer services
Contact us before returning anything and include your order number, the reason for the return and any relevant information.
Return items unopened
For a change-of-mind return and a full product refund, cider and other products should be returned unopened, unused and in resaleable condition.
Return complete gift sets
Gift products such as Pub in a Box must be returned complete. This includes all drinks, snacks, packaging, gift contents and other items supplied as part of the product.
Changed your mind?
Please tell us within 14 days of receiving your order that you wish to cancel. You then normally have a further 14 days to return the goods. This policy does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.
A simple four-step process
Please contact us before sending anything back so we can confirm the correct next steps for your order.
Email us first
Contact our customer service team with your order number, the reason for the return and any relevant photographs.
Wait for confirmation
We will review your message and confirm whether the order should be returned, together with any useful instructions.
Pack it securely
Return all approved items safely packed. Gift products must include every item supplied as part of the original gift.
Send the return
Use a suitable tracked service and retain your proof of postage until the return has been received and refunded.
What needs to be returned?
The condition of the returned goods will depend on the reason for the return, but change-of-mind returns must be complete, unopened and suitable for resale.
Change-of-mind returns
For a change-of-mind return, the goods should be returned:
- Unopened and unused
- In their original packaging
- In resaleable condition
- Securely packed for the return journey
- With all included items and accessories
Unless otherwise agreed, the customer is responsible for the cost of returning change-of-mind items.
Gift boxes and mixed products
Gift products must be returned as the complete product originally supplied.
For example, a Pub in a Box return must include all of the ciders, snacks, packaging, gift materials and any other contents included in the box.
We may reduce the refund where items are missing, opened, used or damaged beyond what is reasonably necessary to inspect the product.
Opened or used products
Opened cider, consumed products and partially used gift sets cannot normally be accepted as change-of-mind returns.
This does not affect your rights where an item is faulty, damaged, incorrectly supplied or not as described.
Return postage
Please use a suitably insured and tracked postal or courier service when returning goods.
You remain responsible for the parcel until it reaches us, so please retain the receipt and tracking information.
Where goods are faulty, damaged or incorrectly supplied, we will confirm the appropriate return arrangements with you.
Damaged or incorrect orders
We carefully check and securely pack each order, but if something arrives damaged, missing or incorrect, please let us know as soon as possible.
Please email us with photographs
Include your order number, a clear description of the problem and photographs showing:
- The outer delivery box
- Any damage to the packaging
- The affected products
- The delivery label where relevant
- All contents received if an item is missing or incorrect
Please keep the goods and packaging until we have reviewed the issue and confirmed what should happen next.
Do not dispose of damaged items or return them without contacting us first, as the courier may need further information or photographs.
What happens after a return?
Once an approved return reaches us, we will check the items and process the appropriate refund.
Refund timing
We normally process an approved refund within 7 days of receiving and checking the returned goods.
Refunds are normally sent back to the original payment method used for the order.
Your bank or payment provider may take additional time to show the refund in your account after we have processed it.
Return address
Only send goods back after receiving confirmation from our customer service team.
The Online Cider Shop ReturnsUnit 16, The Sidings
Station Road
Guiseley
West Yorkshire
LS20 8BX
Please include your order number inside the parcel so the return can be identified quickly when it arrives.
Original delivery charges
Where an entire online order is cancelled within the applicable cancellation period, the standard outbound delivery charge will be refunded where required.
Additional delivery costs chosen above the standard service, where applicable, may not be refundable.
Your statutory rights
Nothing on this page limits your legal rights where goods are faulty, damaged, not as described or incorrectly supplied.
We will assess each issue fairly and explain the available resolution after reviewing the details you provide.
Returns & Refunds FAQs
Everything you need to know about cancelling an order, returning products and receiving your refund.
How do I arrange a return?
Please email our customer service team before sending anything back.
Include your order number, the reason for the return and any relevant photographs. We will review the details and confirm the appropriate next steps.
How long do I have to cancel an online order?
You should normally tell us within 14 days of receiving your order if you wish to cancel it.
You then normally have a further 14 days to return the goods after notifying us.
Can I return opened bottles?
Opened cider, consumed products and partially used gift sets cannot normally be accepted as change-of-mind returns.
This does not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.
Do gift boxes have to be returned complete?
Yes. Gift products must be returned with all the items originally supplied.
For example, a Pub in a Box return must include all cider, snacks, packaging, gift materials and any other contents included as part of the product.
Who pays the return postage?
For a change-of-mind return, the customer is normally responsible for the cost of returning the goods.
Where an item is faulty, damaged or incorrectly supplied, please contact us first. We will review the issue and confirm the appropriate return arrangements.
What should I do if my order arrives damaged?
Please email us as soon as possible with your order number, a description of the problem and clear photographs of the products and packaging.
Please keep the damaged products, outer delivery box and packaging until we have reviewed the issue.
What should I do if an item is missing or incorrect?
Please contact us with your order number, details of the missing or incorrect item and photographs of everything received.
We will check the order and explain how the issue will be resolved.
Should I return damaged or incorrect items immediately?
No. Please contact us before returning or disposing of any products or packaging.
We may need photographs or further information to resolve the issue with the courier.
How should I package a return?
Products should be carefully and securely packed to protect them during the return journey.
Please include your order number inside the parcel and use a suitable tracked and insured delivery service. Retain your proof of postage until the return has been completed.
Where should an approved return be sent?
Once your return has been approved, it should be sent to:
The Online Cider Shop Returns
Unit 16, The Sidings
Station Road
Guiseley
West Yorkshire
LS20 8BX
Please do not send goods back before receiving confirmation from our customer service team.
How long will my refund take?
We normally process an approved refund within seven days of receiving and checking the returned goods.
The refund will normally be sent to the original payment method. Your bank or payment provider may take additional time to show the money in your account.
Will my original delivery charge be refunded?
Where an entire online order is cancelled within the applicable cancellation period, the standard delivery charge will be refunded where required.
Additional costs paid for an enhanced or premium delivery service may not be refundable.
Need Help With Your Return?
Please contact our customer service team before sending anything back. Include your order number and, where relevant, photographs of the issue. We'll explain the next steps and help resolve your return as quickly as possible.
Email Customer Services