Refund policy
Last Updated: November 14, 2025
Thank you for shopping at First Phil Store. We want you to be completely satisfied with your purchase. Please read our return and refund policy carefully to understand your rights and our procedures.
Return Window
Standard Return Period
- 30 Days from the date of delivery for customers worldwide
European Union Customers - Right of Withdrawal
- 14 Days cooling-off period as required by EU Consumer Rights Directive 2011/83/EU
- You may cancel your order for any reason without justification
- This right applies in addition to our standard 30-day return policy
United Kingdom Customers
- 14 Days cooling-off period under Consumer Contracts Regulations 2013
- You may cancel your order for any reason without justification
- This right applies in addition to our standard 30-day return policy
Australia & New Zealand Customers
- Returns accepted within 30 days under our standard policy
- Consumer guarantees under Australian Consumer Law and New Zealand Consumer Guarantees Act apply separately and are not limited by this policy
Canada Customers
- 30 Days return period
- Provincial consumer protection laws apply where they provide additional rights
Eligibility for Returns
To be eligible for a return, your item must meet ALL of the following conditions:
✓ Returned within the applicable return window (see above)
✓ Unused, unworn, and in the same condition you received it
✓ In original packaging with all tags attached
✓ Include proof of purchase (order number or receipt)
Please inspect your order immediately upon receipt. Contact us within 48 hours if items are defective, damaged, or incorrect.
Non-Returnable Items
Due to the custom, print-on-demand nature of our products, the following items CANNOT be returned unless defective, damaged, or incorrect:
❌ Custom or personalized products made to your specifications
❌ Items marked as "Final Sale" or purchased during special promotions
❌ Gift cards or digital products
❌ Items damaged after delivery due to misuse or customer error
❌ Items without proof of purchase
❌ Items returned after the applicable return window
Note for EU/UK Customers: Your statutory right of withdrawal does not apply to personalized/custom-made goods under EU Directive 2011/83/EU Article 16(c) and UK Consumer Contracts Regulations 2013, Regulation 28.
Defective, Damaged, or Incorrect Items
We stand behind our quality. If you receive a defective, damaged, or incorrect item:
- Contact us immediately at phil@firstphilwhisky.com within 48 hours of delivery
- Provide your order number and clear photos showing the issue
- We will assess the issue and provide one of the following at no cost to you:
- Free replacement item
- Full refund (including original shipping costs)
- Store credit for future purchases
You will NOT pay return shipping for defective, damaged, or incorrect items.
Return Process
Step 1: Contact Us
Email us at phil@firstphilwhisky.com with:
- Your order number
- Reason for return
- Photos of the item (if defective or damaged)
Step 2: Receive Authorization
We will review your request within 2 business days and provide:
- Return authorization and instructions
- Return shipping address
- Return merchandise authorization (RMA) number
IMPORTANT: Items sent back without prior authorization will not be accepted.
Step 3: Ship Your Return
- Package items securely in original packaging
- Include your RMA number inside the package
- Ship to the address provided in your return authorization
Return Shipping Address:
First Phil Store Returns
84 Corson Avenue
Beckenham, Christchurch 8023
New Zealand
Return Shipping Costs
Customer Responsibility
You are responsible for return shipping costs for:
- Change of mind returns
- Incorrect size/color selection
- Any non-defective returns
We recommend using a trackable shipping service. We are not responsible for items lost in return transit.
Our Responsibility
We cover return shipping costs for:
- Defective items
- Damaged items
- Incorrect items sent by us
- EU/UK customers exercising their statutory right of withdrawal (we will provide a prepaid return label)
Refunds
Processing Time
Once we receive and inspect your return:
- You will receive email confirmation within 2 business days
- If approved, refunds are processed within 5 business days
- Refunds are issued to your original payment method
- Allow 5-10 additional business days for your bank/card issuer to post the refund
Refund Amount
- Full refund of the item price for approved returns
- Original shipping costs are non-refundable (except for defective/damaged/incorrect items)
- Return shipping costs are not reimbursed (except where we are responsible)
Partial Refunds
We may issue partial refunds if:
- Item shows signs of use beyond inspection
- Item is returned without original packaging
- Item is damaged due to customer mishandling (not manufacturing defect)
Late or Missing Refunds
If you haven't received your refund after the timeframes above:
- Check your bank account statement
- Contact your credit card company (processing may take additional time)
- Contact your bank
- If still unresolved, email us at phil@firstphilwhisky.com with your order number
If more than 15 business days have passed since refund approval, contact us immediately.
Exchanges
We do not offer direct exchanges. To ensure you receive your desired item quickly:
- Return your original item following the return process above
- Place a new order for the item you want
This ensures the fastest processing and delivery time.
Exception: For defective, damaged, or incorrect items, we will send a replacement at no charge.
Store Credit
As an alternative to refunds, we offer store credit which provides:
- Full item value retained (no restocking fees)
- Free shipping on your next order when using store credit
- 12-month validity period
- Transferable to friends or family
Email phil@firstphilwhisky.com if you prefer store credit over a refund.
Special Considerations
Color Variations
We take great care to ensure color accuracy. However, minor variations may occur due to:
- Different screen displays and settings
- Printing process variations
- Paper and material types
- Humidity and environmental factors
- Machine calibration
Slight color variations within industry-standard tolerances are not considered defects and are not eligible for return. Significant color discrepancies will be assessed on a case-by-case basis.
Print-on-Demand Products
Our products are custom-made to order using Gelato's global print-on-demand network. This means:
- Each item is produced specifically for you
- Production begins immediately after order confirmation
- This allows us to minimize waste and environmental impact
- Custom/personalized items cannot be returned unless defective
International Returns
Customs & Duties
- Customers are responsible for any customs duties, taxes, or fees imposed by their country
- These charges are non-refundable
- Refused shipments due to customs fees will not receive refunds for shipping costs
Return Shipping
- International customers are responsible for return shipping costs (except for defective/damaged items)
- Use a trackable service and retain proof of postage
- Returns may take longer to process due to international transit times
Consumer Rights
This policy does not affect your statutory rights, including but not limited to:
European Union: Consumer Rights Directive 2011/83/EU
United Kingdom: Consumer Rights Act 2015, Consumer Contracts Regulations 2013
Australia: Australian Consumer Law (Competition and Consumer Act 2010)
New Zealand: Consumer Guarantees Act 1993
Canada: Federal and Provincial Consumer Protection Acts
United States: State-specific consumer protection laws and FTC regulations
Where local laws provide greater protection than this policy, those laws will apply.
Contact Information
For all return and refund inquiries:
Email: phil@firstphilwhisky.com
Response Time: Within 24-48 hours during business days
Please include your order number in all correspondence.
Policy Updates
We reserve the right to update this policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our store after changes constitutes acceptance of the revised policy.
For orders placed before policy changes, the policy in effect at the time of purchase will apply.
Your satisfaction is our priority. If you have any questions or concerns about our return policy, please don't hesitate to contact us. We're here to help ensure you have a positive shopping experience.
This policy complies with Google Merchant Center requirements, Shopify's best practices, and international consumer protection regulations. All products are produced and fulfilled through Gelato's print-on-demand platform.
