Returns Information

Consumer Rights Act 2015

Products Purchased direct from The Macallan Online Shop

When you have purchased a product from The Macallan Online Shop or Distillery and Visitor Experience, you have a statutory right to return your product at any time up to 14 calendar days from the day after you receive the product/s.  

Any returned products must be returned to us in good condition, with all packaging intact. All refunds and reimbursements will be arranged within 30 days of our acceptance to do so and after the safe receipt of the returned goods. Any product returned must be within its original packaging, unopened, contain the relevant paperwork and be adequately packed to avoid any possible damage.

To notify us of your intent to cancel, please contact: [email protected]

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

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

Orders of personalised items or perishable goods may not be cancelled unless they are faulty, incorrect or damaged upon delivery.

This policy applies only to the original purchaser of the Product that was purchased from The Macallan.

For further information about the return and replacement of products purchased direct from The Macallan Online Shop, please click here

Products Purchased direct from The Macallan Visitor Experience

When you have purchased a product from The Macallan Visitor Experience, you have a statutory right to return your product at any time up to 14 calendar days from the day after you purchased the products. 

Any returned products must be returned to us in good condition, with all packaging intact. All refunds and reimbursements will be arranged within 30 days of our acceptance to do so and after the safe receipt of the returned goods. Any product returned must be within its original packaging, unopened, contain the relevant paperwork and be adequately packed to avoid any possible damage.

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

Orders of personalised items or perishable goods may not be cancelled unless they are faulty, incorrect or damaged upon delivery.

This policy applies only to the original purchaser of the Product that was purchased from The Macallan.

Products purchased from retailer or third party

Under the Consumer Rights Act any claims should be made against the retailer where the product was purchased. Where the product has been purchased through an auction or third party retailer, The Macallan does not lawfully have to provide a replacement, repair of refund.

Faulty Goods

If you have purchased a product directly from The Macallan (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 30 days of purchase of the product you will be entitled to a refund or a replacement of the product. 

If you contact us after 30 days but before 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 The Macallan 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

Limitation of damages

Except to the extent prohibited by applicable law, The Macallan shall not be liable for any incidental, indirect, special, or consequential damages.

Liquid Quality and Authenticity

If the quality of liquid or authenticity is returned for testing, The Macallan 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.