Refund and Returns Policy

Order Cancellations

Once our handling partners receive the goods, the order cannot be cancelled, and we reserve the right to uphold this policy. Before this point, orders may be cancelled by contacting us at info@houseofales.co.uk.

Incorrect or Out-of-Stock Items

While we strive to ensure all orders are accurate and complete, occasionally the system may permit orders for items that are out of stock. In such cases, we will inform you about potential replacements or process a refund for the unavailable product.

Wrong Goods or Missing Items

If you receive incorrect items or if any items are missing from your order, please contact us at info@houseofales.co.uk with photographic evidence and your order number. We will arrange for a replacement, refund, or shop credit as appropriate.

Returned Items

Returned items will be refunded in full provided they are not damaged or tampered with. We reserve the right to decline a refund if items are returned in unsatisfactory condition.

If any items in the returned package are damaged, tampered with, or missing, you will only receive a refund for the items that are returned in accordance with our policy. The value of the affected items will be deducted from the total refund amount.

Items returned to us as a result of failed delivery attempts, including failure to arrange depot collection within the courier’s specified timeframe, will be processed in accordance with the Failed Deliveries section below.

Failed Deliveries & Depot Collection

Where delivery has been attempted multiple times and cannot be completed due to no response at the delivery address or neighbouring addresses, no eligible (18+) recipient being available, or failure to arrange redelivery or collection from the local depot, the parcel may be returned to us.

In the event of a failed delivery:
Any additional costs incurred due to failed delivery, return handling, redelivery, or re-shipping may be deducted from the refund or charged separately.

A refund will be issued for the cost of the goods only, once the returned items have been received and inspected.

Original shipping costs are non-refundable.

Damaged Goods

Damaged goods will be eligible for a refund if the product quality is compromised or there is a risk to your health and safety. Please send photographic evidence to info@houseofales.co.uk along with your order number. We will instruct you to destroy the damaged goods and safely dispose of the packaging. If an item is destroyed before receiving our instructions, a refund will not be issued.

For your safety, please dispose of the entire damaged product without attempting to remove the liquid if there is a safety risk. We are not liable for injuries resulting from disregarding this advice.

Refunds for Breakages

We will issue refunds for items broken during shipping but will not provide replacements. Please report such incidents within 7 days of receiving your order, including photographic proof of the damage. Refunds will be processed based on this evidence without requiring the return of the broken items.

Return Shipping Costs

Customers are responsible for the cost of returning items. We recommend using a recorded delivery service to ensure the items reach us safely, as we cannot refund items that are not received. Return shipping costs are non-refundable, except where items are incorrect or damaged.

Original Shipping Costs

The cost of shipping the item to you will not be refunded, except in cases where the items were incorrect or damaged.

Shipping costs are also non-refundable for orders returned due to failed delivery attempts or failure to arrange depot collection.

Refund Processing

Refunds are processed within 14 days of our confirmation of the return or report of damage. We recommend that you return items via recorded delivery, as we cannot refund items that are not received. The carrier used for returns will be liable for items lost in transit.

To return any goods, please send them in the original packaging with proof of purchase to ensure that your refund can be processed efficiently.

Return Address
House of Ales,
Mauds Yard,
Pontefract,
West Yorkshire,
WF8 1AQ