Gran Patron Piedra

Returns & Refunds

You can cancel your purchase at anytime before it has been despatched. You will receive a full refund, less the payment transaction fee which is 1.75%. Please notify us of your cancellation request by emailing info@premium-tequila.co.uk

Once your order has been despatched you retain the right to cancel your order for purchased goods within 14 days of the purchase date, excluding perishable or personalised items or those explicitly marked as non-returnable.

You are responsible for the cost of returning products to us unless the items being returned were delivered in error or the items were damaged or defective. You are also responsible for insuring all returns as we might claim against you should damages be sustained.

We only use tracked, fully insured delivery postage services, our couriers keep a detailed log of the delivery process, and will attempt delivery twice and additionally make contact with you directly to notify you of the delivery attempts and take your instructions. If the courier is still unable to complete your delivery due to not receiving instructions by the receiver or no one being present at the address then the parcel will be returned to Premium Tequila. In this instance we are not able to get a refund on the postage fee from the courier and so a postage fee of £4.99 will be deducted from a refund, alternatively if you would still like us to resend the parcel back out to you then an additional delivery fee of £4.99 will be applied.

Before you return an item please make contact with us by emailing info@premium-tequila.co.uk. We will only accept returns when you have contacted us before sending the item back, this is to enable us to give you very clear instructions on how to securely pack and post your return item, this is very important to safeguard against potential damage during transit for which the sender will be liable. 

We only accept returns by post, you will bear responsibility for any damage to the product(s) until we formally acknowledge receipt of the returned items.

Return address:

Premium Tequila

11 Sussex Place

New Malden

KT3 3PU 

All refunds will be paid within 14 days of receiving the returned product(s) minus the initial delivery costs.

All parcels are tracked and the courier will provide you with updates, if the courier attends your premises and is unable to complete the delivery then this could result in the parcel being returned to us. If the parcel is returned to us, due to no fault of ourselves or our couriers, then you will need to pay a separate postage fee to enable us to send the parcel back out. If however you would prefer a refund then the initial postage fee will be deducted from any refund. 

Damaged or Incorrect Orders:

We strive for all our customers to receive their orders in flawless condition; however, damages can sometimes happen.

If a parcel is broken in transit then our couriers do not deliver it, on the rare occasion that they do then you must notify us within 24 hours. You must also keep the damaged item(s), all the original packaging, including the box, postage label and internal packing filler as these items will be requested and we can not validate the damage without these items.

If a parcel is broken in transit then our couriers do not deliver it, on the rare occasion that they do then you must notify us within 24 hours.

We are committed to resolving any issues with faulty items as swiftly as possible, but it's crucial that you inform us as soon as you discover the fault to facilitate a prompt resolution.

Please provide as much information as possible regarding the damage. Additionally, we may request photographs capturing any damage, encompassing the entire packaging including shipping label for insurance purposes.

• Include detailed images highlighting the damage or issues with the items. Ensure there is a clear picture displaying the intact seal on any damaged or broken bottle.
• Retain both the product and all packaging until further instructions are provided by us. Your cooperation in supplying comprehensive details and images will aid us in efficiently addressing and resolving the matter.

If your parcel clearly shows signs of damage or leakage at the time of delivery, it should not be accepted. Please ask the courier to return the goods to us.

If you have received an incorrect item in your order, let us know straight away by emailing us.

We will provide you with a prepaid DPD postage label that you can attach to the parcel.

When your item is despatched you will receive an automatic tracking update by email, it is important to monitor your tracking. You must notify us within 5 days of your item shown as delivered if you have not received it, this allows us to open a claim with the couriers who will instruct the same delivery driver to return and locate the parcel.

To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. Once your return has been received, a refund will be processed.

To start a return, you can contact us at info@premium-tequila.co.uk. We will then send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Once a return has been authorised you have a maximum of one month to ensure that we receive your returned purchase.

You can always contact us for any return question at info@premium-tequila.co.uk.

Please inspect your order upon reception and contact us within 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.