How buyers can request a cancellation or refund

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. It can be a time-consuming process for everyone, so we encourage buyers to consider their decision carefully and try to prevent cancellations whenever possible. 

As a buyer, you have the option to cancel your order before the bottle ships or within 7 days after receiving the package, but you must provide a valid reason for the cancellation.

To cancel your order, go to Market → My Marketplace → Bought, click on the order you want to cancel, and select “Cancel order” on the right-hand side of the page. You will be prompted to write a short message explaining the reason for your cancellation. If the bottle has not yet shipped, your refund will be requested right away. This process usually takes 5 to 10 working days. 

If the bottle has already arrived, you will see two options on your order page:

• Accept the order if everything is correct, or

• Cancel the order if there is an issue with the shipment or the condition of the bottle.

If you choose "Cancel," please describe what went wrong so the seller understands the reason for the return. You should then arrange the return of the bottle directly with the seller through the order page messages. Keeping communication clear and within the platform helps both sides coordinate the return smoothly.

Note: Shipping costs must be paid by the party responsible for the cancellation. In this case, the buyer is responsible for covering the return shipping costs.

If you are returning a bottle to the seller, please make sure to pack it securely, similar to how it was delivered to you.

If your parcel arrives damaged or leaking

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

• Do not accept the parcel. Refuse it upon delivery so it will be returned to the seller automatically at no cost.

• You can claim the shipping costs directly with the shipping company.

If you discover damage after accepting the parcel:

• You will need to pay for the return shipping.

• Take clear photos of the damaged bottle and packaging.

• Upload the photos to the order page in the Whiskybase Marketplace.

• The damaged bottle itself does not need to be returned.

In these situations, the Whiskybase Team will review and mediate between both parties. In most cases, the buyer will be reimbursed for the order and shipping costs, and the seller can file a claim with the shipping company. You can contact us by completing the following form. 

Note: After requesting a cancelation, the refund process usually takes between 5 to 10 working days before the amount shows up in your account.

Depending on the agreement, you may return the bottle and receive a refund, agree on a discount or partial refund, or have the bottle replaced with a new one.

We understand that cancelling an order can be disappointing, and our goal is to make the process fair and straightforward by giving you the right tools to manage your Marketplace experience confidently and maintain trust within the Whiskybase community.