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RETURNS INFORMATION – Hong kong online shop


Upon receipt, please carefully inspect all Products before signing your proper goods receipt acknowledgement. The courier must be informed of breakages or shortages at the time of delivery.  Edrington Hong Kong may not (at their sole discretion) accept any claims for breakages or shortages unless they are stated on the courier’s documentation. Photographic evidence is required by the courier company if an item has been damaged during transit.

You may return a Product when you receive a product that is fundamentally different in nature from the Product specified in the Order; or receive a faulty or damaged Product. 

To notify us of your intent for a refund, please contact: [email protected].

After notifying us of your intent to refund, you have a further 14 working days to return the item(s) to us for a full refund.

Orders of personalized items or perishable goods are not refundable unless they are faulty, incorrect or damaged upon delivery.


A refund or replacement will be provided for any Products which are damaged or faulty upon receipt, provided that notification of damage or fault is received in accordance with applicable law. All refunds are conditional upon our acceptance of a valid return of the Product. We do not offer refunds for bottles that have already been opened or with incomplete / damaged associated accessories included in original delivery.

All refunds and reimbursements will be processed within 30 days after Edrington Hong Kong’s acceptance to do so and after the safe receipt of the returned goods. Any Product returned must be within its original packaging, contain the relevant paperwork and be adequately packed to avoid any possible damage. The cost and risk of returning the product is the responsibility of the customer and a proof of delivery service must be used.

In the event of a wrong amount refunded, please write in to [email protected] and provide proof of transaction and order number.


Where a replacement item is not available, due to it being discontinued or the original item being a "One Off," Edrington Hong Kong will reimburse customers for the full cost of the item and any shipping costs. No additional compensation will be paid.  

Subject to applicable law, we reserve the right to modify the mechanism of processing refunds at any time without notice.

This policy applies only to the original purchaser of the Product that was purchased from Edrington Hong Kong Limited.

For further information about the return and replacement of products purchased direct from Edrington Hong Kong, please click here


If you have purchased a product directly from Edrington Hong Kong (not from a retailer or third party as set out above), which you discover to be faulty, then you will be required to send us photographs of the product with an explanation of the fault/s, and proof of purchase of the product.

If you contact us within 6 months after you have purchased the product, we will offer you a replacement or a repair.  If we are unable to repair or replace the product, you will be entitled to a full refund.

We will only provide a refund or a replacement product after we have received the faulty product, and we have carried out authenticity and other testing as we deem appropriate to verify your claim.

You will only be entitled to a refund, repair or replacement in the event that you are able to demonstrate that the product is authentic, and a fault has occurred.

Please note, instances where Edrington Hong Kong is not liable in providing a replacement, repair or refund:

  • Taste complaints where a significant amount of liquid has been drunk
  • Accidental damage
  • Wear and tear


To the extent permitted by applicable law(s), we shall not be liable for any loss or damage caused to you resulting from your placement of order for the product(s) hereunder and other matters relevant to such order.


If the quality of liquid or authenticity is returned for testing, Edrington Hong Kong reserves the right to retain the returned product if testing reveals that the product is counterfeit or that the liquid has been adulterated or tampered with.  In such instances, The Macallan shall not provide a replacement product.