Refunds Policy

Refunds & returns policy

We want you to be completely happy with your order. If you need to return something, here's what to know:

• Timeframe: returns must be requested within 30 days of receiving your order.
• Condition: items must be returned in their original, unused condition and packaging, unless the product arrived damaged.
• Return shipping: customers are responsible for return shipping costs, which vary by courier.
• Refunds: once we have received your returned items, or where our customer care team has agreed a resolution without return, we will process your refund within 5–7 working days to your original payment method, minus the return shipping cost.

Damaged, incorrect or quality issues

If your order arrives damaged, contains the wrong item, or you have a concern about the quality of the liquid, please contact us within 7 days of receiving your order. In most cases we just need a photo — no need to return the item. For any quality or taste concerns, please have the LOT number to hand, which can be found printed on the pouch packaging.

To start a return or report an issue, please contact our customer care team.

Late or missing refunds

If you haven't received your refund yet, we'd suggest checking your bank account first, then contacting your card provider — it can take a few days for a refund to be officially posted. If you've done both and still haven't heard anything, drop us a line at hello@nio-cocktails.com and we'll look into it straight away.