Política de reembolso
REFUND, RETURNS & CANCELLATION POLICY
Last updated: July 2026
This Policy applies to purchases made through nadpremium.com under:
NAD*PREMIUM — premium alcohol-free beverages;
BEYOND* — selected alcoholic wines.
It applies primarily to consumer purchases. Returns, cancellations and refunds for B2B orders, specially sourced products or commercial supplies are governed by the relevant quotation, order confirmation or written agreement.
Nothing in this Policy limits any mandatory consumer rights.
1. Consumer right of withdrawal
Consumers purchasing online may generally withdraw from the contract within 14 days after receiving the goods, without giving a reason.
For an order delivered in several separate parcels, the period normally begins when the final parcel or item is received.
To exercise the right of withdrawal, the Customer must send a clear statement within the applicable period to:
Email: info@nadpremium.com
Contact form: nadpremium.com/contact
The communication should include:
- the Customer’s full name;
- order number;
- products concerned;
- date of receipt;
- an unequivocal statement requesting withdrawal.
A model withdrawal form may be used but is not mandatory.
After notifying us, the Customer must return the goods within the further period prescribed by applicable law, normally 14 days.
The UK and EU distance-selling regimes generally recognise a 14-day cancellation period for online purchases without requiring justification.
2. Return authorisation and address
Returns must be requested before goods are sent back.
After reviewing the request, we will provide:
- return authorisation;
- the correct return address;
- packaging and shipping instructions;
- any reference that must appear on the parcel.
Products must not be returned to the registered office or to a supplier, producer or logistics partner unless expressly instructed.
The return location may vary according to product origin, fulfilment arrangements and the Customer’s country.
Unauthorised returns may be refused, delayed or redirected at the Customer’s expense where permitted by law.
3. Condition of returned products
Returned products must be:
- unopened and unused;
- complete and in their original saleable condition;
- contained in the original bottle, can or other primary packaging;
- provided with seals, capsules, labels and closures intact;
- returned with any accessories or included materials;
- packed securely to prevent damage during transport.
The Customer may inspect the goods only to the extent reasonably necessary to establish their nature and characteristics, as they could in a physical shop.
Opening, tasting, consuming, altering, relabelling, damaging or improperly storing a beverage may make it unsuitable for resale and may result in a lawful reduction of the refund, including up to its full value where justified.
The original outer shipping carton need not always be intact, but suitable protective packaging must be used for the return.
4. Return shipping costs
For a withdrawal based solely on a change of mind, the direct cost and responsibility for returning the goods normally rest with the Customer, provided this was communicated before purchase.
The Customer must use a suitable tracked service and packaging designed for bottles or fragile goods.
We are not responsible for a Customer-arranged return until it is received at the authorised return location. Proof of dispatch should be retained.
Where products are defective, damaged in transit, incorrect or otherwise non-conforming, reasonable return costs will be borne or reimbursed by us where required by law.
A prepaid return label is therefore not automatically provided for every return.
5. Products excluded from voluntary or statutory return
A return or withdrawal may be excluded where permitted by applicable law, including for:
- products made to the Customer’s specifications or clearly personalised;
- products that deteriorate or expire rapidly;
- sealed products that cannot be returned for genuine health-protection or hygiene reasons once unsealed, where the legal conditions for that exception are satisfied;
- products inseparably mixed with other goods after delivery;
- services fully performed after the Customer expressly requested immediate performance and acknowledged the applicable consequences;
- other goods excluded under mandatory legislation.
A wine, beer, spirit or alcohol-free beverage is not automatically excluded merely because it is a drink. The relevant statutory exception must actually apply. Rapidly perishable food or drink may be excluded, but ordinary bottled products with normal shelf life cannot automatically be treated as such.
Opened or partly consumed beverages cannot normally be accepted as change-of-mind returns because their condition, integrity and resale suitability can no longer be verified.
6. Promotional, discounted and gift purchases
A promotional or discounted price does not remove mandatory rights relating to withdrawal, defective goods or non-conformity.
Where a product is sold with a clearly disclosed defect or special condition, the Customer cannot claim a remedy solely for that specific condition if it was expressly accepted before purchase, without prejudice to other legal rights.
Refunds for gifts are normally issued to the original payment method and purchaser.
Gift cards or vouchers, where offered, are governed by their specific terms and any applicable statutory rights.
7. Damaged, defective, missing or incorrect products
The Customer should inspect the shipment promptly after delivery.
Visible damage, leakage, breakage, missing products or incorrect items should be reported as soon as reasonably possible to: info@nadpremium.com
The report should include:
- order and tracking number;
- description of the issue;
- photographs of the external parcel;
- photograph of the shipping label;
- photographs of the internal packaging;
- photographs of each affected product and its label or batch details.
Products, bottles, closures, packaging and shipping materials must not be discarded until instructions are provided.
Depending on the circumstances and applicable law, the available remedy may include:
- replacement;
- refund;
- partial price reduction;
- another appropriate solution agreed with the Customer.
A minor variation in vintage, packaging, label design or natural appearance does not necessarily constitute a defect where the product’s essential characteristics and value remain consistent with the order.
8. Customs refusal, failed delivery and returned shipments
Where a shipment is returned because the Customer or recipient:
- refused delivery;
- failed to cooperate with customs or the carrier;
- failed to provide required documentation;
- failed to complete age verification;
- provided incorrect or incomplete delivery details;
- did not pay lawfully imposed duties, taxes, excise or clearance charges;
- did not collect or accept the parcel,
a refund will not be assessed until the shipment has physically returned and its condition has been inspected.
Where legally permitted, the following actual costs may be deducted:
- original shipping costs;
- return transport;
- customs, excise or clearance charges;
- storage and handling;
- address correction or additional delivery attempts;
- administrative costs directly incurred;
- loss in value where the products are damaged, deteriorated or no longer saleable.
No refund may be due for goods lawfully destroyed, abandoned, confiscated or rendered unsaleable because of the recipient’s failure to comply with import or delivery requirements, subject to mandatory consumer law and the circumstances of the case.
A customs assessment under dispute does not automatically entitle the Customer to refuse the parcel without financial consequences. We will provide reasonable documentary assistance, but customs decisions remain under the authority of the destination country.
9. Cancellation before dispatch
Cancellation requests must be submitted as soon as possible.
An order can normally be cancelled without shipping deductions if the request is received before product sourcing, customised preparation, protective packaging, export or customs documentation, carrier booking or dispatch has begun.
Once operational processing has commenced, cancellation cannot always be guaranteed.
For B2B orders, specially sourced products, personalised supplies or services already requested, reasonable and non-recoverable costs may be deducted in accordance with the order confirmation or commercial agreement.
For consumers, this section does not limit any mandatory right of withdrawal.
10. Exchanges
We do not guarantee direct product exchanges.
The clearest procedure is normally:
- request and complete an authorised return;
- place a separate order for the replacement product.
A replacement may be offered directly where the original product was damaged, defective, incorrect or missing, subject to availability and applicable consumer law.
Price differences, shipping charges, customs duties and taxes for a new voluntary order remain payable.
11. Refund amount
For a valid consumer withdrawal, the refund normally includes:
- the price paid for the returned products;
- the original standard delivery cost, where required by law.
Where the Customer selected an express, premium or more expensive delivery method, we are not required to refund the additional amount exceeding the least expensive standard delivery offered.
The refund may be reduced where legally permitted for:
- diminished value caused by handling beyond what was necessary to inspect the goods;
- missing products or components;
- damage caused by inadequate return packaging;
- costs attributable to a failed delivery or non-compliance by the Customer;
- other deductions expressly permitted by applicable law.
Customs duties, import VAT, excise and clearance charges paid directly to public authorities or third parties are not collected by us and cannot normally be refunded by us. Any recovery request must generally be addressed to the body that received the payment.
12. Refund timing and payment method
We will confirm receipt and inspection of the returned goods and communicate the outcome of the request.
Refunds will be made without undue delay and within the period required by applicable law.
For UK consumer withdrawals, refunds must generally be made within 14 days after receiving the returned goods. Under EU rules, reimbursement is generally due within 14 days from notice of withdrawal, but may be withheld until the goods are received or evidence of return is provided.
Refunds are normally issued to the original payment method. Processing time after issuance depends on the bank, card issuer or payment provider and is outside our control.
No refund will be issued before the return where we are legally entitled to await:
- physical receipt of the goods; or
- adequate evidence that they have been dispatched.
If a refund does not appear after the payment provider’s normal processing period, the Customer should contact: info@nadpremium.com
13. B2B and specially sourced orders
The statutory consumer right of withdrawal does not apply to B2B purchases.
Returns, cancellations and refunds concerning:
- professional or commercial orders;
- wholesale quantities;
- bespoke quotations;
- specially sourced products;
- reserved vintages or batches;
- personalised packaging;
- export or customs services already performed,
are accepted only where provided by the applicable quotation, order confirmation or separate written agreement.
Deposits, sourcing expenses, preparation costs, transport bookings and other non-recoverable costs may be retained or deducted where contractually and legally permitted.
14. Contact
For withdrawals, returns, damages, cancellations or refunds:
Email: info@nadpremium.com
Contact form: nadpremium.com/contact
Please specify whether the request concerns NAD*PREMIUM or BEYOND* and include the order number.
Do not send products before receiving return instructions and the authorised return address.
Related policies: Terms and Conditions · Shipping, Delivery and Customs Policy · Privacy Policy
NAD*PREMIUM — The 0.0% State of Mind
BEYOND* — Wine Beyond Convention