Return & Refund Policy
Thanks for shopping at The House Of Spirits.
If you are not entirely satisfied with your purchase, we're here to help.
Kindly note that all our products listed are guaranteed genuine, and as per such we will not accept any refunds or returns on product sold.
Nevertheless, only under circumstances below are we able to entertain such requests, namely:
- The items were damaged in-transit before arriving at your doorstep;
- The items that you had received does not match the descriptions of your orders.
- Kindly note that you can only raise a return request within 48-hours upon receiving all your ordered product(s) AFTER 48 hours, no refund will be given.
- Your item must be unused/ unopened and in the same condition that you received it. Your item must be in the original packaging. Any unsealed products are considered sold and are not eligible for return and/or refund.
- However, we request that the customer understands the possible hazards during delivery and as such, will not hold us liable for any damages to the items that are sustained in transit.
- Your item needs to have the receipt or proof of purchase.
- Items must be returned in its pristine quantity and condition e.g. if the item consists of 2 bottles, ALL 2 bottles would be returned accordingly together with any packaging and accessories provided.
- House of Spirits reserves the right to not issue any refund if the items are subjected to improper care during their return back to our facilities.
- Our operation team will investigate and update your request status in 2 working days. You will be notify on the request status via registered email. We may contact you for further arrangements and follow-ups to your requests if necessary.
- If delivery has taken place, the refund will exclude delivery charges paid.
- Customers are to bear any bank charges due to money transfer between banks. 3% from the total value will be deducted for admin fee - if you choose to have the monetary refund.
- If your return is valid, we will process your refund or replacement, based on what you have indicated to our Customer First Team. If it's valid, we will reimburse you with a refund through the same mode of payment that was made in the original purchase.
- If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
- For full refund request, please note that the refund transfer period might differ depending on various reasons including, method of payment that you use on the original payment, bank operation hours etc. Hence, please allow 3 to 14 business days for the refund to be process.
- If your return is approved, the refunds will be credited to the account that is used to purchase the items at House of Spirits.
- Display unit, auction items and clearance goods are strictly non-refundable. You are required to make a complete inspection to assess the item before purchasing. These items are sold on "as is, where is" basis.
Return & Replacement Disclaimer
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- Please note that the items may be affected by heat and sunlight exposure, thus we advise that the customer exercises caution when packaging the items back for a return and/or refund.
- Shall there be any damages that had happened throughout the course of transit, the customer will bear the complete costs of the items.
S.O.P. for Return & Refund Request:
To make sure the return & refund request to resolve in accordingly, we advise you to email us as below content:
- Name of Customer :
- Email Address :
- Mobile Phone :
- Order ID :
- Damage Products :
- Reason of Return : (short description)
- Proof of damages / incorrect item : (Attach picture capture product damages or incorrect item as proof)
If you have any questions on how to return your item to us, Contact Us.