It is always unfortunate when an order needs to be cancelled. Cancellations affect both the seller and Whiskybase, and the buyer may also face extra costs to return the bottle. We encourage buyers to consider their decision carefully and try to prevent cancellations whenever possible.

As a buyer, you can cancel your order before the bottle ships or within seven days of receiving the package. You must always provide a valid reason for the cancellation.

TABLE OF CONTENTS

• 1. Cancelling before the bottle ships
• 2. Cancelling after the bottle arrives
• 3. If your parcel arrives damaged or leaking
• 4. Examples of cancellation situations
  • Example 1: Cancelling before the seller ships
  • Example 2: The bottle arrives damaged
  • Example 3: The wrong bottle was delivered
  • Example 4: Hidden damage found after delivery
  • Example 5: The parcel was lost during shipping
  • Example 6: You changed your mind after the parcel shipped
  • Example 7: Refusing a damaged parcel at the door

1. Cancelling before the bottle ships

To cancel your order before it has shipped:

1. Go to Market → My Marketplace → Bought

2. Open the order

3. Select Cancel

4. Write a short message explaining why you want to cancel

Note: If the bottle has not yet shipped, your refund request is submitted immediately. Refunds usually take five to ten working days.

2. Cancelling after the bottle arrives

If the package has been delivered, your order page will show two options:

• Accept the order if everything is correct
• Cancel the order if there is a problem with the shipment or the bottle

If you want to cancel after the seller has already shipped the package, first arrange the return with the seller through the messages on the order page. Keeping communication inside the platform helps both sides coordinate the return smoothly.

When you select "Cancel," explain what went wrong and add the return tracking information. If the bottle was lost during transit and cannot be returned, add the tracking information you received from the seller instead.

Note: The party responsible for the cancellation pays the shipping costs.
If you are returning a bottle, please pack it securely in the same way it was delivered.

3. If your parcel arrives damaged or leaking

If the parcel looks wet, damaged, or smells of whisky:

• Do not accept the parcel
• Refuse it at the door so it returns to the seller automatically

The seller can claim the shipping costs from the courier.

If you find damage after accepting the parcel:

1. Contact the seller through the order page

2. Take clear photos of the damaged bottle and packaging

3. Upload the photos to the order page

4. The bottle does not need to be returned when it is damaged or leaking

Whiskybase will review the case and mediate when needed. The buyer is usually reimbursed for the order and shipping costs. The seller can file a claim with the courier. You can contact us through the support form on the Marketplace.

Refunds normally take five to ten working days.

Depending on the situation, you may receive a full refund, a partial refund, a discount, or a replacement bottle.

4. Examples of cancellation situations

Below are common situations to help you understand how cancellations work.

Example 1: Cancelling before the seller ships

You ordered the wrong bottle by mistake.
You select Cancel and explain the situation.
Your refund request starts right away.

Example 2: The bottle arrives damaged

You receive the parcel and the bottle is cracked and leaking.
You message the seller and upload photos.
You select Cancel and describe the issue.
You do not need to return the bottle.
Then you contact the Whiskybase Team to issue the refund.

Example 3: The wrong bottle was delivered

You ordered a Glen Ord 2017 but received a different release.
You message the seller, agree to return the bottle, and ship it back.
You select Cancel and add the return tracking number.
After the return is confirmed, you contact the Whiskybase Team to issue the refund.

Example 4: Hidden damage found after delivery

The parcel looked fine, but the cork is broken.
You upload photos and request a cancellation.
The bottle does not need to be returned.
After cancelling, you contact the Whiskybase Team to issue the refund.

Example 5: The parcel was lost during shipping

Tracking never updates and the seller confirms the parcel was lost.
You select Cancel and add the tracking number provided.
Then you contact the Whiskybase Team to issue the refund.

Example 6: You changed your mind after the parcel shipped

The seller has shipped the bottle, but you no longer want it.
You arrange the return with the seller and send the bottle back.
You select Cancel, explain the situation, and upload the return tracking number.
You pay the return shipping cost.
After the seller receives the return, you contact the Whiskybase Team to issue the refund.

Example 7: Refusing a damaged parcel at the door

The parcel arrives wet and smells of whisky.
You refuse it and it returns automatically to the seller.
On the order page, you select Cancel and explain the issue.
You do not pay any shipping costs in this case.

You can contact the Whiskybase team here.