WE DO NOT GUARANTEE THAT ANY PURCHASE OF A WHISKY BLIND BOX WILL CONTAIN ULTRA-RARE OR RARE SERIES. WE ALSO CAN NOT GUARANTEE THE EXACT WHISKY OF THE BLIND BOX THAT WILL BE MAILED TO YOU, AND THE WHISKY THAT YOU RECEIVE ARE RANDOM.

We do not offer any refund or exchange because of a change of mind on your purchase.

1. Binding Agreement

By purchasing a Dram5 whisky blind box, you agree to this policy. We reserve the right to amend these terms at any time, at our sole discretion, without prior notice. Continued use of the Site constitutes acceptance.

2. No Returns/Exchanges for Preferences

Blind Box Nature: Purchases are final. No refunds, exchanges, or returns are permitted due to dissatisfaction with the whisky received, including but not limited to: Flavour profile, rarity, or brand preferences; Duplicate bottles within a collection; "Change of mind" or buyer's remorse.

Limited Stock: Rare/limited-edition whiskies are explicitly excluded from returns, even if defective, if replacement stock is unavailable.

3. Defective Products: Strict Eligibility

Replacements/refunds only for: Broken, unsealed, or leaking bottles (proof required); Contamination (proof required and verified by Dram5).

No claims accepted for: Minor label imperfections, packaging wear, or "natural variations" (e.g., colour differences); Bottles opened, tampered with, or damaged post-delivery.

4. Mandatory Evidence for Claims

To minimise disputes regarding refunds or exchanges, customers are strongly advised to video record the entire unboxing process of the whisky blind box, ensuring the footage clearly shows:

• The unopened, sealed packaging (including shipping labels and tamper-proof seals).
• The shipping sheet and the parcel condition should be clearly included in that video.
• The full unboxing sequence without cuts or edits.
• A visible timestamp proving the video was recorded within 2 working days (48 hours) of delivery.

This proactive measure helps resolve potential issues efficiently. Failure to provide such video evidence may result in claim denial.

5. Returns Process & Refund Limitations

All returns for defective products require pre-approval. Customers must contact support@dram5.com within 5 business days (excluding weekends and public holidays) of delivery to initiate a claim. Return shipping costs are the buyer's responsibility unless the defect is conclusively proven to result from our error. Return shipping costs for verified defects will be reimbursed. Customers may be asked to pay upfront, with reimbursement provided upon claim approval. Original, intact packaging is mandatory—opened bottles with broken seals or signs of tampering will be rejected.

Upon receipt, all returns undergo rigorous inspection. Refunds or replacements are denied if:

• The defect falls outside our eligibility criteria (e.g., minor cosmetic flaws, buyer's remorse); if there are serious defects, you can apply for after-sale service support@dram5.com with the related order number and the pictures of the related figure within five (5) working days after receiving your goods.
• There is evidence of mishandling, tampering, or damage caused post-delivery.
• Original packaging or proof of purchase is missing.

Refund deductions apply for orders refused due to unpaid taxes/fees or buyer error:

• Shipping, restocking, and handling fees (up to 30% of the order value) will be deducted.
• Cross-border orders are non-returnable due to alcohol import/export regulations; refunds are processed only where legally permissible.
• Promotional, discounted, or limited-edition items are final sale and excluded from refunds, except where legally required.

Final determinations regarding defect validity, refund eligibility, and deductions are made at our sole discretion and are binding. Failure to comply with these terms voids all claims.

FAQ

Can I cancel my order after I have placed it?

An order could only be cancelled before its shipment. Once the parcel is shipped, the order is irreversible and cannot be cancelled. The after-sales rules of Limited Edition Products shall be subject to the specific notice of event publicity.

What if the item I received is damaged?

For this situation, please kindly reach us support@dram5.com with the related order number and the pictures or unpacking video of the related products within Five (5) WORKING DAYS from the date of delivery.