Refund & Returns Policy
Comprehensive guarantees for rare whisky bottles, transit insurance claims, and temperature-controlled collection protocols.
100% Provenance Guarantee
Every bottle undergoes capsule and fill inspection. If proven non-authentic, 100% refund is guaranteed immediately.
Transit Damage Cover
All Australian couriers carry full transit insurance. Damaged or cracked bottles are replaced or fully reimbursed.
7-Day Inspection Window
Report any shipping discrepancy or seal fault within 7 days of verified courier signature delivery.
1. Australian Consumer Guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
2. Transit Breakage & Delivery Claims
Due to the rare and fragile nature of vintage spirits, all shipments are packed in custom high-density molded foam containers. If a package arrives visibly damaged:
- Take clear photographs of the outer carton, tracking label, and damaged bottle seals before discarding any materials.
- Notify our Sydney Concierge at sales@doctorsofwhisky.com.au or via WhatsApp within 48 hours of physical receipt.
- Once verified, we will arrange a replacement bottle from our private reserve or initiate an immediate full refund to your original settlement method (PayID, Bank EFT, or Crypto).
3. Vintage, Cork & Seal Condition Disclaimers
For antique and vintage bottles older than 20 years, fill levels (ullage) and natural cork degradation are evaluated prior to listing and clearly stated in product descriptions. As per Australian industry standards, natural cork failure or ullage consistent with vintage age is not deemed a manufacturing defect unless bottle integrity is compromised prior to dispatch.
4. Change of Mind Policy
Under Australian liquor licensing regulations and climate-controlled storage standards, we do not accept change-of-mind returns on alcohol once the shipment has been accepted by the customer. This ensures that the provenance and storage conditions of every bottle in our catalog remain 100% untampered.
5. Refund Processing Timelines
Approved refunds are processed within 24 to 48 business hours. Funds will return via:
- PayID / Osko: Same business day.
- EFT Bank Transfer: 1–2 Australian banking days.
- Cryptocurrency (BTC / USDT): Immediate blockchain confirmation once wallet address is verified.
Have a question regarding your order?
Our Sydney concierge team is on standby to assist with authentication inquiries and claims.