Refund policy

Refund Policy

**Last updated: April 2026**

We stand behind every beer we send out. If something is not right, we want to know about it and we will make it right. Here is how.

### Damaged or incorrect orders

If your order arrives damaged, with broken or leaking cans or bottles, or if we have sent you the wrong items, please get in touch within 48 hours of delivery. Send us an email at beer@moorbeer.co.uk with:

- Your order number.
- A photo of the damaged or incorrect items.
- A brief description of the issue.

We will arrange a replacement or a full refund -- your choice. We will not ask you to return damaged goods.

### Cancellations

You may cancel your order for a full refund provided we have not yet dispatched it. To cancel, email us at beer@moorbeer.co.uk with your order number as soon as possible.

Once an order has been dispatched, it cannot be cancelled. You may still be eligible for a refund under the damaged or incorrect orders section above if there is a problem on arrival.

Under the Consumer Contracts Regulations 2013, perishable goods are exempt from the 14-day cooling-off period. Because beer is perishable, we are unable to accept returns of beer that has been delivered in good condition. This does not affect your statutory rights if the product is faulty or not as described.

### Quality concerns

We take the quality of our beer seriously. If you believe there is a genuine quality issue with a beer you have received -- for example, it tastes off or has been compromised in some way -- please contact us. We will investigate and, where we agree there is a fault, offer a replacement or refund.

Live beer is a natural product. It contains live yeast, may have natural sediment, and can vary slightly from batch to batch. These are characteristics of the beer, not faults.

### Refund timeline

Refunds will be processed within 5-10 working days of approval and returned to your original payment method. You will receive an email confirmation when your refund has been issued. Please allow additional time for your bank or card provider to process the refund at their end.

### Non-returnable items

The following items cannot be returned or refunded unless faulty or damaged:

- Beer and other perishable products that have been delivered in good condition.
- Items that have been opened or consumed.

### Exchanges

If you would like to exchange an item (for example, you ordered the wrong beer), please contact us. Where stock allows, we are happy to arrange an exchange. You may need to return the original item to us unopened and in good condition at your own cost before we dispatch the replacement.

### How to contact us

For any refund, return or exchange queries:

Email: beer@moorbeer.co.uk

Moor Beer Co
Days Road, St Philips, Bristol, BS2 0QS

We aim to respond to all enquiries within 2 working days.