Shipping Policy – Mates Spirits B.V.

1. Delivery area

We deliver to the countries and regions listed during checkout. We reserve the right to refuse delivery to certain destinations.

2. Processing time

Orders are usually processed within 1-2 working days.

3. Delivery times

Estimated delivery times shown on our website are indicative only and may vary depending on destination, carrier capacity, holidays, customs or external circumstances.

4. Shipping costs

Shipping costs are shown during checkout before the order is completed.

5. Alcohol delivery

Orders containing alcohol may only be delivered to persons aged 18 years or older. Age may be checked at the door. If the recipient cannot prove legal age, delivery may be refused. Dutch enforcement guidance requires age checks before purchase completion and supports age control at delivery.

6. Incorrect address details

Customers are responsible for providing correct delivery information. Additional costs caused by incorrect or incomplete address details may be charged to the customer.

7. Damaged parcels

If your parcel arrives visibly damaged, please contact us as soon as possible via info@drinkwithmates.com and, where possible, include photos of the package and product.

Returns & Refund Policy – Mates Spirits B.V.

1. Consumer returns

If you are a consumer purchasing at a distance, you generally have the right to cancel your order within 14 days after receiving it, unless an exception applies. Dutch consumer guidance confirms that distance purchases usually come with a 14-day cooling-off period.

2. Return procedure

To start a return, contact us via info@drinkwithmates.com within the applicable withdrawal period. Please include:

• your name
• order number
• product(s) concerned
• reason for return, if applicable

3. Condition of returned products

Returned items should, where reasonably possible, be unused and returned in original packaging. We may reduce the refund if the product has been used beyond what is necessary to inspect it.

4. Exclusions

Returns may be excluded or limited for:

• opened or unsealed consumable products where return is not appropriate for health or hygiene reasons
• custom-made or personalized products
• products damaged through misuse

5. Refunds

Approved refunds will be processed within a reasonable period after receipt and inspection of the returned goods.

6. Faulty or incorrect products

If you received the wrong item or a defective product, please contact us promptly. Consumers also have rights relating to conformity and legal guarantees if goods do not match what was agreed.