Refund policy
Your right to cancel (online purchases only)
If you purchased from our online store (shop.awakenedlondon.com), you have the right to cancel your order within 14 days of receiving your goods without giving any reason. This right is provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To exercise this right, notify us before the 14-day period expires by emailing hello@awakenedlondon.com with your order number and a clear statement that you wish to cancel. Once you have notified us, you have a further 14 days to return the goods to us.
Condition of returned goods
To be eligible for a return, items must be:
-
Unopened, with the original tamper seal and cap fully intact.
-
In their original, undamaged packaging.
-
In the same condition as when you received them.
We cannot accept returns of opened bottles. Awakened Aperitivo is a sealed consumable drink product. Under the Consumer Contracts Regulations 2013 (Regulation 28(1)(e)), goods supplied in a sealed container which are not suitable for return due to health protection or hygiene reasons — where the seal has been broken after delivery — are excluded from the right to cancel. Once the bottle cap has been opened, we are unable to accept the product back.
Return shipping costs
You are responsible for the cost of returning goods to us unless they are faulty or not as described (see below). We recommend using a tracked delivery service, as we cannot accept liability for items lost or damaged in transit. Original delivery charges are non-refundable unless you are returning a faulty item.
Refunds
Once we have received and inspected your return, we will process your refund within 14 days. Refunds will be issued to your original payment method. We will email you to confirm once processed.
Faulty or damaged goods
If your order arrives damaged, faulty, or not as described, email hello@awakenedlondon.com within 48 hours of receiving it with:
-
Your order number.
-
A clear description of the issue.
-
Photographs showing the damage or fault.
We will either replace the item or issue a full refund, including any delivery costs you paid, at our discretion. You are not required to return faulty items unless we ask you to.
Your rights under the Consumer Rights Act 2015 (goods must be of satisfactory quality, fit for purpose, and as described) apply to all purchases and are not affected by this policy.
Wholesale and B2B orders
Orders placed by businesses (stockists, wholesale accounts, or trade buyers) are not covered by the Consumer Contracts Regulations 2013, which applies to consumer purchases only. All wholesale and B2B orders are final and non-returnable except in the case of faulty, damaged, or misdescribed goods. Please inspect your order on arrival and notify us within 48 hours of any issue at hello@awakenedlondon.com with photographs.
In-person and event purchases
Purchases made in person at events, markets, pop-ups, or private functions are not covered by the right to cancel under the Consumer Contracts Regulations 2013, which applies to distance contracts only. We do not accept returns on in-person sales.
If your product is clearly faulty or damaged at the point of in-person purchase, please let us know immediately or email hello@awakenedlondon.com within 48 hours with photographs. We will assess on a case-by-case basis.
Your statutory rights under the Consumer Rights Act 2015 apply to all purchases regardless of where they were made.
How to make a return
-
Email hello@awakenedlondon.com with your order number and the reason for your return.
-
We will reply with a returns authorisation and the return address.
-
Pack the item securely and send it using a tracked delivery service.
-
Once received and inspected, your refund will be processed within 14 days.
Awakened London Ltd, 17 Green Lanes, London N16 9BS. hello@awakenedlondon.com
This policy does not affect your statutory rights.
Awakened London Ltd Last updated: 10 June 2026