Refund policy

RETURNS AND CANCELLATIONS POLICY

We hope you love your order from The Netherfield Estate. If, however, you need to return or cancel an item, please follow the terms outlined below.

This page covers our policies on Order Cancellation, Returns, and Events Outside Our Control. For full details on shipping and delivery, please visit our Shipping Info page.

1. Order Cancellation (Before or After Dispatch)

A. Cancellations Before Dispatch (Recommended)

If you need to cancel your order before it has been dispatched, please contact us immediately for the quickest refund.

• Action: Email us at info@thenetherfield.com.
  
  
• Timeframe: We recommend doing this within 24 hours of placing your order, as some items may be dispatched quickly.
  
  
• Amendments: If you wish to partially cancel or amend an order (e.g., change a bottle), it may be necessary to cancel the entire order and place a new one for the correct items.

B. 14-Day Right to Cancel (After Receipt)

You have the statutory right to cancel your order and return the product for a full refund within 14 days of the day you received it. This is often referred to as the "cooling-off period."

2. Returns and Condition of Goods

We cannot facilitate direct exchanges; if you wish to change a product, you must return the original item for a refund and place a new order.

A. Damaged or Faulty Items (Critical Instructions)

Please inspect your order immediately upon arrival.

• Refuse Delivery: If the parcel appears visibly damaged upon arrival, we strongly recommend you refuse the delivery and notify us immediately at info@thenetherfield.com.
  
  
• Report Immediately: If you believe an item is faulty or has been damaged, you must contact us immediately upon receipt.
  
  
• Photographic Proof: We require photographic proof of any damage or fault before you open the product.
  
  
• Sealed Products: Do not break the seal on any item you believe to be faulty or damaged. Breaking the seal may void your right to a refund/replacement as it prevents us from confirming the original nature of the fault.

B. Change of Mind Returns (Unwanted Items)

If you are unhappy with any product (and it is not faulty or damaged), you may return it within the 14-day cancellation period.

• Timeframe: You must inform us of your intention to return the products and ship them back to us no later than 14 days after the day on which you notified us.
  
  
• Condition of Returned Items: We expect returned items to be in the same condition as received. We reserve the right to reduce the value of your refund (potentially to zero) to reflect any reduction in the item's value if it has been handled in a way that wouldn't be permitted in a shop (e.g., opened, seals broken). We recommend using an insured and tracked return service.

C. Return Address

Please send your returns, along with your original order paperwork (or a note showing your name, address, and order number), to the following address:

Netherfield Bond Ltd

Coachman’s Cottage,
Netherfield House,
Glassford, Strathaven,
ML10 6TB.

3. Refunds

A refund will be issued once the returned item has arrived back at our warehouse and been inspected. Refunds can take up to 10 business days to be processed.

Refund Scenarios:

• Faulty, Damaged, or Wrong Product: We will refund the item cost, the original delivery fee you paid, and cover the cost you incur in returning it to us.
  
  
• Change of Mind (Unwanted): We will refund the item cost. We will not refund the original delivery fee, and you are responsible for the cost of returning the order to us.

4. Events Outside Our Control

We will not be liable or responsible for any failure to perform, or delay in the performance of, any of our obligations that is caused by an Event Outside Our Control.

• An Event Outside Our Control means any act or event beyond our reasonable control, including (but not limited to) strikes, civil commotion, war, fire, flood, natural disaster, a pandemic, or failure of public networks.
  
• Cancellation by Customer: If an Event Outside Our Control affects your order and has continued for more than 30 days, you may cancel by contacting us at info@thenetherfield.com. If you cancel, you must return (at your own cost) any item already received, and we will refund the price you have paid, including original delivery charges for the item(s) sent to you (but not the cost of returning them).

We reserve the right to cancel an order and/or inform law enforcement agencies if we believe you are attempting to obtain an item through fraudulent means.