Delivery and Returns Policy

DELIVERY AND RETURNS POLICY

CUSTOMER SATISFACTION

At Urbanature Distilling Co. (“Urbanature”) we pride ourselves in providing a quality and all-round AWESOME service to all our customers. We believe that you will absolutely love your delivery, but if for any reason you are not 100% satisfied with your purchase, please contact us on myorder@urbanature.co.za.

DELIVERY WITHIN SOUTH AFRICA

Urbanature will always do our absolute best to ensure you receive your order promptly and within stipulated timeframes. Once our fulfilment team have processed your order, you will receive a confirmation email with the order details and tracking number.

All orders will be dispatched within 2 days of ordering, unless ordered over a weekend or public holiday, in which case there may be a potential delay in dispatching your order.

Free delivery is automatically applied on all orders of R 700 or more, unless specifically stated otherwise during checkout. In some cases, Urbanature will endeavour to subsidise a portion of the shipping cost, however this will also be specified during checkout.

Urbanature reserve the right to use more than one courier service provider as we deem necessary. We will specify which courier service will be utilised during each order and will provide delivery instructions on our website and at checkout to ensure there is no hiccups in the delivery of your AWSOME product. However, Urbanature does recommend each of our valued clients to double-check the delivery requirements as it relates to documents required and sign-off procedures of your package from the respective courier service provider’s website.

Every order has a tracking number, which can be used to trace your parcel online, through the courier service or you can contact the couriers directly.

We do not offer delivery to embassies or similar institutions due to the extra charges by the courier companies, should your order be processed and the address fall into this category, we will contact you directly to either change the address or to refund your order.

INTERNATIONAL DELIVERY

Urbanature would love for everyone to experience our extraordinary products. Therefore, we will consider fulfilling international orders. However, we will provide any international customers with a shipping estimate which will be added to the order cost. Should you require clarity on the procedures please contact as on myorder@urbanature.co.za.

FREE PICK-UPS AT OUR DISTILLERY

All customers have the option to collect your goods from our distillery at a scheduled date and time. Just select the pick-up option when you check out and you won’t be charged a courier fee. You will be notified via email as soon as your order have been processed, packed and is ready for collection. Once you have received this notification, will you be able to collect at our distillery.

SHORTAGE AND TRANSIT DAMAGE

During pick-up, Urbanature will always ensure that one of our staff will inspect the Goods at our distillery in the presence of the receiver who collects the order. Once the order has been checked, the box sealed and the receiver of the Goods have signed the order sheet, it is unconditionally accepted by both parties that the order left the distillery premises in good order, without defects or breakage, and completely fulfilled.

In the execution of a delivery via a courier service to a customer, Urbanature will always ensure that one of our staff will inspect the Goods at our distillery in the presence of the courier service representative or staff member prior to the order leaving our premises. Once the order has been checked, the box sealed and the courier company representative have signed the order sheet, it is unconditionally accepted by both parties that the order left the distillery premises in good order, without defects or breakage, and completely fulfilled.

Once the customer receives the order, you must inspect the Goods at the place and time of delivery and notify us of any shortages, defects in the Goods, or of any other complaint immediately and in any case within two working days from the date the Goods were delivered, failing which the Goods will be deemed to have been accepted and to be in good working order. Our liability for short delivery is limited to making good the shortage.

IF YOU RECEIVED THE WRONG ORDER

If the item you received is not what you originally ordered, please email us at myorder@urbanature.co.za immediately, quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement.

We’ll then advise on how to proceed with the return. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

This returns policy does not affect your statutory rights. The items must be returned in their original packaging with any enclosed documentation. Returns and exchanges apply only to purchases from the Urbanature Distilling Co. website, and do not apply to items purchased at any retail location or from our stockists.

RETURNS

At Urbanature we pride ourselves in providing a quality and all-round AWESOME service to all our customers. We believe that you will absolutely love your delivery, however, should you feel it necessary to return an item, we aim to make the return process as simple as possible.

As soon as you have decided to return the Goods, please inform us at myorder@urbanature.co.za.

Goods must be returned unopened, sealed and in the original packaging. Goods must be returned within 14 days of receipt.

Goods can be delivered by hand to the distillery or sent back to us via a courier service provider of your choice.

The postage of the return is the responsibility of the purchaser and is your responsibility until it reaches us. We recommend that you send the parcel using a delivery service that insures you for the value of the goods as Urbanature will be unable to refund you if the goods have been damaged or missing.

Unfortunately, we will not be able to refund the cost of the return, either of your original order or the return unless the item is faulty. For faulty items we will resend a replacement at no extra cost.

SALE ITEMS

Items purchased where a price reduction is indicated may not be returned for refund or exchanged for other products. Sale of these items is final.