refunds & exchanges
Faulty order or damaged package:
If your order is faulty, incorrect or arrived damaged, please contact us as soon as you can with a photo by email to firstname.lastname@example.org or call our office number 0203 198 9972, we are available Monday to Friday from 8.30am to 5.30pm. Please ensure you have your order or voucher reference ready so we may track the progress of your order quickly.
Exchange & Refund
As per the Distant Selling Regulations, you have 14 days from date of purchase to request a refund. Please note that if your package is on its way or has reached you already, we will request that you return it to us before we can process a refund, and return postage may be at your own cost. Your refund will be processed within 14 days from us receiving the package back and may be processed minus any shipping costs incurred by Hiver Beers.
Our return address is Hiver Beers Ltd, Arch 56 Stanworth Street, London SE1 3NY.
For experience vouchers, unless the voucher has already been redeemed, you may request a refund with 14 days of purchase. Please contact us by email on email@example.com with your order number, or call our office number 0203 198 9972, we are available Monday to Friday from 9am to 5pm. Refunds will be processed minus any shipping or postage costs incurred.
If your experience voucher has already been used, we cannot offer you a refund.
Experience cancellation policy
You have booked a date for your experience with us and can no longer make it due to another commitment. We understand, life happens… If you let us know before 14 days of your experience date, we’ll be happy to move your booking to a different date. Please note that we only offer one change per booking, to ensure we can manage enough capacity to welcome all guests who want to join us.
For any last minute change (within two weeks of your session), please contact by email on firstname.lastname@example.org with your booking number, or call our office number 0203 198 9972, we are available Monday to Friday from 9am to 5pm. We’ll endeavour to deal with your query within 2 working days but based on capacity and potential lost revenue to Hiver, we will only be able to make a change to your booking if there is a waiting list for your session time.
In the eventuality that you were unable to join us on the day, but forgot to let us know, we will not be able to offer you to book on a new date, and you will have to purchase a new experience from us. Please contact us by email exclusively, on email@example.com; with your booking number, and we’ll endeavour to deal with your query within 5 working days.