Refund policy
1 · ABOUT THIS POLICY
This policy sets out how cancellation, returns and refunds operate when you purchase from Tikveš London Ltd.
If you open a bottle and find it is not to your taste, we will replace it or refund it, whichever you prefer, and you are not required to return it. Your legal right to cancel does not give you that. Section 5 sets out the terms in full.
This policy operates alongside the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Whichever gives you more, this policy or the law, that is what applies.
This policy applies to all products sold through our online store, for delivery to any address we deliver to. Our Shipping Policy lists those places.
In this policy, "order" means everything you bought in a single transaction. "Bottle" means one bottle, whether you bought it on its own or as part of a case. Where we refund a single bottle from a case, we refund what you paid for the case divided by the number of bottles in it.
2 · CANCELLING YOUR ORDER AND RETURNING UNOPENED BOTTLES
You may cancel your order without giving a reason at any time from the moment you place it until 14 days after the day it is delivered. This is a right given to you by law.
To cancel, email us at info@tikveslondon.uk, or use the model cancellation form at the end of this policy. Any clear statement that you are cancelling is sufficient. Your order number helps us deal with it quickly.
Once you have told us, return the unopened bottles within 14 days. You arrange the return and you pay for it. Section 7 explains how.
You are free to examine what you have bought as you would in a shop. Where bottles have been handled beyond that and their value has fallen as a result, we may reduce your refund by that amount, and we will tell you if we do. We do not refuse a refund because of the condition bottles come back in. An opened bottle has no resale value, so if you have opened one, our guarantee at section 5 gives you a better outcome than cancelling.
We refund the delivery charge you paid to receive your order. This applies whether you cancel all of your order or part of it. We offer one delivery service, so there is no upgraded option to account for. Section 4 explains when and how refunds are made.
3 · BOTTLES THAT ARRIVE DAMAGED, OR ARE FAULTY OR CORKED
DAMAGED IN TRANSIT
If your order arrives damaged, email us at info@tikveslondon.uk within 48 hours of delivery with your order number and photographs of both the bottle and the outer box. The photographs of the box matter as much as those of the bottle, because they show what happened in transit.
You do not need to return anything. We will replace or refund the affected bottles, whichever you prefer.
The 48 hours allows us to act quickly and to pursue the carrier. It is not a deadline on your legal rights. If you tell us later, a bottle that was damaged when it reached you is a faulty bottle, and the following applies.
FAULTY OR CORKED
Faults, including a corked bottle, are covered for six months from delivery. Email us at info@tikveslondon.uk with your order number and a description of the problem. We will replace or refund it, whichever you prefer.
You do not need to return the bottle and you do not need to prove anything to us. We may occasionally ask for a bottle to be returned so that we can examine it. Where we do, we pay the postage, and your replacement or refund is neither delayed nor conditional upon it.
BOTH OF THE ABOVE
Where a whole order is refunded, the delivery charge you paid is refunded with it.
You do not need to inspect your order at the door. Signing for a delivery costs you none of the rights above.
A damaged, faulty or corked bottle never counts against the guarantee in section 5.
Your legal rights in respect of faulty goods may run beyond six months. Section 8 sets them out.
4 · REFUND PROCESS
We refund to the payment method used for the original order. We do not charge a fee for issuing a refund.
Where you have cancelled and returned unopened bottles, we refund without undue delay and in any event within 14 days of receiving them back, or of your providing proof that you have sent them, whichever is the earlier.
Where nothing needs to be returned, we refund without undue delay and in any event within 14 days of confirming your claim. This covers a damaged, faulty or corked bottle and any claim under our guarantee.
Once a refund has been issued it is with your payment provider, and how quickly it appears on your statement is a matter for them. If it has not reached you and you believe something has gone wrong, email us at info@tikveslondon.uk and we will pursue it.
5 · OUR GUARANTEE
This guarantee is given by Tikveš London Ltd, 11 Redan House, 23 Redan Place, London W2 4SA. It applies to every order we deliver, to any address we deliver to. Our Shipping Policy lists those places.
If you open a bottle and find it is not to your taste, tell us within 14 days of the day your order is delivered. You may have a refund of the price you paid for it, or a different bottle of your choosing up to that value, whichever you prefer. You keep the bottle you opened and nothing is returned to us.
To claim, email info@tikveslondon.uk with your order number and a short description of what did not work for you.
The guarantee covers one bottle per order.
A bottle that arrives damaged, a bottle that is faulty or corked, an order that does not arrive, and the cancellation of an order under your legal rights are separate matters. They are covered by sections 2, 3 and 9, and none of them uses up this guarantee.
This guarantee is in addition to your legal rights and does not affect them.
6 · EXCHANGES
If a bottle arrives damaged, or is faulty or corked, and you would prefer a replacement to a refund, we will replace it with the same bottle. Section 3 applies and nothing is returned to us.
If you have opened a bottle and it was not to your taste, our guarantee allows you to choose a different bottle in its place. Section 5 applies.
If a bottle is unopened and you would simply prefer something else, cancel that part of your order under section 2 and place a new order. This keeps your refund and your new purchase separate, and it is usually quicker.
If you are unsure which applies, email us at info@tikveslondon.uk and we will tell you.
7 · RETURNING BOTTLES TO US
Bottles are returned to us where you have cancelled an order under section 2, or where we have asked to examine one under section 3. Otherwise nothing is returned.
Email us at info@tikveslondon.uk before sending anything back, so that we can match your parcel to your order.
Returns address:
Tikveš London Ltd
11 Redan House
23 Redan Place
London
W2 4SA
United Kingdom
Please pack the bottles as they reached you. We recommend a delivery service with tracking, and that you keep your proof of postage. Proof of postage is one of the two events that start the 14 days for your refund under section 4, and it is usually the earlier of the two.
You arrange and pay for the return, and we do not refund the cost of returning bottles to us. This does not apply where we have asked for a bottle back so that we can examine it, or where we sent you something you did not order. In both of those situations we cover the cost.
If we send you a bottle you did not order, tell us and we will send the one you ordered or refund it, whichever you prefer. It will cost you nothing either way.
8 · CONSUMER RIGHTS
Nothing in this policy affects your legal rights.
Everything we sell must be of satisfactory quality, fit for purpose and as described.
If it is not, you may reject it and ask for a full refund within 30 days of delivery. After that you may ask us to replace it, and where a replacement is not possible or does not resolve the problem, you may ask for a refund or a reduction in the price.
Where a fault appears within six months of delivery, it is treated as having been present at delivery unless we can show otherwise.
You also have the right to cancel a distance purchase within 14 days, whether or not anything is wrong with what you bought. Section 2 sets out how.
For free and impartial advice on your rights, you can contact Citizens Advice.
9 · IF YOUR ORDER DOES NOT ARRIVE
Until your order reaches you, it remains ours. Risk passes to you when your order comes into your physical possession, or into the possession of a person you have identified to us to receive it on your behalf.
Every order is signed for. We do not authorise delivery to a safe place, to a porch or other unattended location, or to a neighbour, and we do not offer collection from a delivery locker or a parcel shop. Our Shipping Policy explains how delivery works and who may accept your order.
If your order does not arrive, tell us and we will replace it or refund it. Pursuing the carrier is our responsibility and not yours.
If your order is left somewhere without a signature, it has not been delivered to you. The risk is still ours. Tell us and we will replace it or refund it, and you do not need to look for it, chase it or prove anything to us.
Where delivery could not be completed and your order came back to us, our Shipping Policy sets out what happens next.
10 · ORDERS WE REFUSE OR CANCEL
We sell alcohol only to persons aged 18 or over. Where we cannot confirm that, we will refuse or cancel the order and refund it in full.
Where we cancel an order for any other reason, including where we are unable to supply what you ordered, we refund it in full.
11 · GIFTS
Claims and refunds are dealt with through the person who placed the order. If you received a bottle as a gift, ask the buyer to email us and we will take it from there. Refunds are issued to the payment method used for the order. With the buyer's agreement, a replacement can be sent directly to you.
12 · GIFT CARDS
A gift card can be used against anything we sell. It cannot be exchanged for cash.
You may cancel the purchase of a gift card within 14 days of the day you buy it and have your money back in full, as long as it has not been used. Email us at info@tikveslondon.uk.
A gift card is valid for 24 months from the day it is issued. Where a card is used on an order worth less than its value, the balance stays on the card and can be used again until the card expires.
Where you paid for an order with a gift card and that order is refunded, the refund is returned to you as gift card value to the same amount, and the expiry date of the original card carries over. Where you paid partly by gift card and partly by another method, we refund each part to where it came from.
None of this affects your legal rights, or your rights under our guarantee at section 5, on anything bought with a gift card. A bottle paid for with a gift card is treated exactly like any other bottle.
13 · ORDERS PLACED WITH A DISCOUNT CODE
Where a discount code was used on an order, refunds are based on the amount actually paid rather than the full price. Where part of an order is returned, the refund reflects the discounted price paid for those bottles.
14 · THIS POLICY AND OUR TERMS OF SERVICE
Our Terms of Service carry the legal detail of your contract with us. Nothing in them removes this policy or the guarantee at section 5.
Where this policy and our Terms of Service differ, the position more favourable to you applies.
15 · COMPLAINTS
If something has gone wrong and you are not satisfied with how we handled it, email us at info@tikveslondon.uk. We will look at it again and reply.
16 · WHO WE ARE
Tikveš London Ltd
11 Redan House
23 Redan Place
London
W2 4SA
United Kingdom
Registered in England and Wales, company number 07356331.
VAT registration number 227226129.
info@tikveslondon.uk
17 · CHANGES TO THIS POLICY
We may change this policy. The version that applies to your order is the version published at the time you placed it.
This policy was last updated on 23 August 2026.
MODEL CANCELLATION FORM
Complete and return this form only if you wish to withdraw from the contract. You do not have to use it. Any clear statement that you are cancelling is sufficient.
To Tikveš London Ltd, 11 Redan House, 23 Redan Place, London W2 4SA, United Kingdom. Email: info@tikveslondon.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
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Ordered on: Received on:
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Name of consumer(s):
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Address of consumer(s):
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Signature of consumer(s), only if this form is notified on paper:
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Date:
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Delete "I/We" and "my/our" as appropriate.