The Whisky Ark Returns and Refunds Policy

Faulty Products

If you purchase a product from The Whisky Ark that is faulty, damaged (excluding damage caused by misuse), wrongly described, or breaches a consumer guarantee, we will be happy to refund your money, exchange the product, or repair it where possible.

For high-value products, The Whisky Ark reserves the right to assess the product for acceptable quality before discussing a suitable remedy with you. If the product cannot be assessed in-store, we will arrange for it to be sent to the manufacturer or a relevant repair agent. It may be more convenient for you to liaise directly with the manufacturer, and our Customer Care Team is happy to provide you with their contact details to assist you.

To make a claim under our faulty returns policy, please contact:

  • For online or in-store purchases: Visit The Whisky Ark store in the Queen Victoria Building or contact our Customer Care Team via our website.

We will ask you for valid proof of purchase when returning a faulty product. Acceptable proof of purchase includes your original receipt, tax invoice, a credit card statement clearly showing your purchase at The Whisky Ark, or your purchase history in your online account. If your purchase incurred a delivery fee, we will also cover the cost of delivery for the return.

Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Change of Mind Return

The Whisky Ark happily offers a refund or exchange if you change your mind about a purchase, provided that the product is:

  • Returned within 90 days of purchase
  • Within its use-by or best-before date
  • Still in its original packaging (e.g., an unopened carton)
  • Not opened or damaged, and in a re-saleable condition

Please also bring your proof of purchase (e.g., original receipt, tax invoice, or a credit card statement showing your purchase at The Whisky Ark) when returning a product under the change of mind policy. Please note that the delivery fee incurred will not be refunded if a purchase is returned as part of the change of mind policy.

How to Return or Exchange?

The fastest way to obtain a return or replace your purchase is to visit The Whisky Ark store in the Queen Victoria Building, where our team will assist you immediately. If visiting the store is not convenient, please contact our Customer Care Team via our website to discuss available options.

If your product needs to be returned to our fulfillment center, please allow 2-3 business days for your refund to be processed after the product has been received at the fulfillment center.

Rainchecks

If an advertised product is out of stock during a promotional period, please ask our team at The Whisky Ark store whether we can offer you a raincheck or another acceptable alternative. Advertised products include any product advertised for sale or part of a promotion in-store. Please note that rainchecks are not offered for online sales and for products clearly marked “limited stocks only” or “while stocks last.”

Contact Us

For any further assistance or to make a return, please visit The Whisky Ark store in the Queen Victoria Building or contact our Customer Care Team via our website.

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