Refunds & Returns Policy

At Booze Express Luton, we aim to provide fast, reliable delivery and high-quality products. This Refunds & Returns Policy explains how refunds, replacements and returns are handled for alcohol, drinks, snacks, groceries and tobacco products. Please read this page carefully before placing an order.

1. General Policy Overview

Due to the nature of alcohol, food items and age-restricted products, we operate a strict returns and refunds policy in line with UK law. Most items cannot be returned unless they are damaged, incorrect or faulty at the time of delivery.

This protects both the customer and our business.

2. Items That Cannot Be Returned

We cannot accept returns on the following:

  • Alcohol products

  • Opened drinks or food items

  • Tobacco products

  • Perishable groceries (milk, bread, eggs, etc.)

  • Items damaged after delivery

  • Items no longer in their original condition

  • Products purchased for someone under 18

These restrictions comply with UK hygiene and alcohol-licensing laws.

3. Wrong or Missing Items

If you receive the wrong item or if something is missing:

  • Tell the driver immediately, or

  • Contact us as soon as possible after delivery

We will arrange one of the following:

  • A replacement item

  • A refund for the missing or incorrect item

  • An alternative product if agreed

Proof (photo or video) may be required.

4. Damaged Items

If an item arrives damaged (e.g., broken bottle, leaking drink):

  • Inform the driver straight away, or

  • Contact us within a reasonable time with a photo of the damage

We will offer:

  • A refund, or

  • A replacement item on the next delivery run

Damage reported long after delivery may not be eligible.

5. Refund Method

Approved refunds are issued by:

  • Bank transfer only

We do not issue cash refunds, online refunds or card refunds.

Refunds are typically processed within 1–3 working days after approval.

6. When Refunds Are Not Provided

Refunds will NOT be issued if:

  • You cannot provide a valid ID for age verification

  • The order is refused due to intoxication

  • You change your mind after the driver has left

  • The item becomes damaged after successful delivery

  • Products are opened or consumed

  • You provided incorrect delivery details

  • You fail to answer the driver or accept the delivery

These rules ensure compliance with UK alcohol licensing regulations.

7. Customer Responsibilities

Customers agree to:

  • Check items at the time of delivery

  • Report issues promptly

  • Provide accurate details when ordering

  • Have a valid ID ready if requested

  • Ensure the person receiving the order is 18 or over

Failure to meet these responsibilities may affect refund eligibility.

8. Cancellations

Orders can be cancelled only before dispatch.
Once the driver has left with your order, cancellations are no longer possible.

If the cancellation is due to a stock issue on our side, a refund will be issued.

9. Contact For Refunds or Issues

To report a problem or request a refund, please contact us:

📞 07395 520886
✉️ info@boozexpress.co.uk

Please include your name, phone number, and a brief explanation of the issue.

10. Policy Updates

We may update this Refunds & Returns Policy at any time.
The latest version will always appear on this page.

07395 520886
07395 520886
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