Refund policy
Last updated: 2 October 2026.
We deliver in our own vans, so if something is wrong with your order it is usually ours to fix. Tell us and we will sort it out.
Nothing in this policy takes away the rights you have under Singapore law, including the Consumer Protection (Fair Trading) Act.
1. When to tell us
| What happened | Tell us within |
|---|---|
| An item arrived damaged, leaking or dented | 48 hours of delivery |
| You got the wrong item | 48 hours of delivery |
| An item is missing, or a carton is short | 48 hours of delivery |
| An item is short-dated | 48 hours of delivery |
| The whole delivery never arrived | 7 days of the date we said it would |
Short-dated, as a fault, means the item has less than 30 days of shelf life left when it reaches you and was not sold as short-dated. We also sell some stock short-dated on purpose: when its best-before date is less than 60 days away, the product page and the product tile say "Short-dated", usually with a lower price, and buying it that way is not a fault. Where a product page states a best-before date, it is the date we are shipping.
Check your cartons when the driver hands them over if you can. Damage is easiest to settle on the spot, and the driver can take the carton straight back.
2. How to tell us
Message us through our contact page or at drinksnation@gourmetsupplies.com.sg, with:
- your order number,
- what is wrong, and
- a photograph of the item and, for damage, of the outer carton.
The photograph is not us doubting you. It is what lets us claim from the supplier or the driver and settle your case the same day instead of sending someone out to look.
We reply as soon as we can, in our customer service hours: Monday to Friday, 8am to 5pm, and Saturday, 8am to 12pm, excluding public holidays.
3. What we will do
For a damaged, wrong, missing or short-dated item, you choose:
- A replacement on our next run to your area, at no charge, or
- A refund of what you paid for that item.
We arrange collection of the affected item ourselves, in one of our own vans, at no cost to you. Do not post anything back to us and do not pay a courier — we will not be able to reimburse a shipping cost we did not agree to.
If a returned item takes your order below a threshold you had crossed — free delivery at S$65 of drinks, or a bulk discount band — we do not claw back the difference. The refund is worked out on what you actually paid for that item, discount included.
4. How the money comes back
Refunds go back to the original payment method. We cannot send a refund to a different card, account or person.
Once we approve a refund it takes 5 to 10 working days for us to process it. Your bank or card issuer may take longer than that to show it on your statement, and that part is outside our control.
If we cancel your whole order, or the whole order is returned before we deliver it, the delivery fee and the small-order service fee are refunded with it. On a partial return the delivery fee is not refunded, since the van still made the trip.
5. What we cannot take back
- Chilled and refrigerated goods. Once they have left our van we cannot verify they were kept cold, and we cannot resell them. If a chilled item arrives in poor condition, that is a damaged item under section 1 and it is covered.
- Opened cartons. A carton that has been opened, split, or had units taken out of it cannot be returned, unless the fault is what made you open it — a leaking can inside, for example. In that case tell us and we will deal with the affected units.
- Items damaged after delivery, including by how they were stored.
- Items no longer in the condition we delivered them in, including cartons with the outer packaging removed or the labels torn off.
We do not accept returns for a change of mind. Once a carton has left our temperature-controlled storage we cannot resell it, so this policy covers faults only: items that arrive damaged, wrong, missing or short-dated.
6. The container deposit on a return
The deposit is refundable, but you can only be refunded it once. So:
- If the drinks come back to us unopened, you never got the containers, so the deposit comes back with the refund. It shows as its own line on the credit, the same way it did on the invoice.
- If you keep the drinks, the deposit stays on your order. You get it back the normal way, by returning the empty bottles and cans to a Beverage Container Return Scheme return point.
- If we replace an item rather than refund it, the deposit stays as it was. The replacement carries the same containers, so there is nothing to adjust.
We cannot refund the deposit on containers you have already returned to a return point, and we cannot pay it out on empties brought to us — a return point does that, not us. How the deposit works.
7. If you disagree with us
If you are not happy with how we settled your case, say so and ask for it to be looked at again. We would much rather fix it than have you chase it elsewhere.