Refund policy
Done — here's the MoonshineStill.com policy with The Distillery Network Inc. inserted as the legal entity throughout. I left the email/phone as blanks for you to fill (you didn't specify which contact to use for this site).
MoonshineStill.com
Refund, Return & Cancellation Policy
MoonshineStill.com is operated by The Distillery Network Inc. ("we," "us," "our"). By completing a purchase on MoonshineStill.com, you acknowledge that you have read, understood, and agreed to this policy in full.
1. All Sales Are Final (With Limited Exceptions)
All sales are considered final unless the product is defective or damaged upon arrival, or unless otherwise expressly stated in this policy. By placing an order, you agree to this policy in its entirety.
2. Handcrafted, Made-to-Order Products & Production Timeframes
Our products are handcrafted and, in many cases, made to order. Any production or shipping timeframe we provide is a good-faith estimate only — not a guarantee, a deadline, or a binding term. Actual timeframes may be significantly longer due to order volume, customization, material availability, supply-chain conditions, or other factors within or beyond our control.
You expressly acknowledge and agree that:
- All orders will be fulfilled. A longer-than-estimated lead time does not mean an order has been abandoned, canceled, lost, or is in default.
- Time is not of the essence. No delay of any length shall constitute a breach, a failure to perform, or "non-delivery," nor shall it be grounds for cancellation, refund, chargeback, or any claim for damages.
- You agree not to initiate a chargeback, bank dispute, or "item not received" claim while your order is still in production or transit. Your remedy for a delayed order is to contact us and await fulfillment.
- We offer no discount, credit, or compensation for orders that take longer than estimated.
3. Order Cancellations
Orders may be canceled only if they have not yet entered processing or production. If a cancellation is approved, it may be subject to a restocking/cancellation fee of up to 30%.
Once an order has entered processing, production, or shipment, it cannot be canceled. Late cancellations, including those requested after processing has begun, may still be subject to a minimum 30% restocking fee, even if the order is not fulfilled.
4. Return Eligibility
Returns may be accepted only if all of the following conditions are met:
- The item is unused and in its original condition
- The return is requested within 7 days of delivery
- The return is approved by us in advance
We reserve the right to deny any return that does not meet these conditions.
5. Non-Returnable Items
The following are not eligible for return or refund under any circumstances:
- Used or installed equipment
- Modified or altered products
- Custom-built or made-to-order items
- Items returned without prior approval
6. Buyer's Responsibility
Refunds will not be issued for:
- Buyer's remorse
- Misunderstanding of product use
- Lack of knowledge of applicable laws or regulations
- Inability to use the product
It is your sole responsibility to ensure the product meets your needs, and that its ownership and use are lawful in your jurisdiction, before purchasing.
7. Nature of Handmade Products
Each item is individually handcrafted and may vary slightly in finish, patina, weight, dimensions, or appearance from photos or descriptions. These variations are normal characteristics of handmade work and are not defects, and are not grounds for return or refund. Copper naturally oxidizes and requires ongoing care; we are not responsible for oxidation, patina development, water spotting, or similar changes that occur after delivery.
8. Return Process
To request a return:
- Contact us within 7 days of delivery
- Provide your order number and reason for return
- Wait for written approval before shipping the item back
Unauthorized returns may be refused, discarded, or returned to sender at your expense, with no refund issued.
9. Return Shipping Costs
- You are responsible for all return shipping costs
- Return shipping costs are non-refundable
- Original outbound shipping charges will not be refunded
10. Restocking Fee
Approved returns may be subject to a restocking fee of up to 30%.
11. Damaged or Defective Items
If your item arrives damaged or defective:
- Notify us within 48 hours of delivery
- Provide clear photos of the product and its packaging
We will evaluate the claim and, at our discretion, may replace the item or issue a partial or full refund. Failure to notify us within 48 hours, or to provide the required photos, may void eligibility for any remedy.
12. Title, Risk of Loss & Shipping Damage
Title and risk of loss pass to you at the time your order is delivered to the carrier. The Distillery Network Inc. is not responsible for, and disclaims all liability for, any loss, theft, damage, delay, misdelivery, or non-delivery caused by carriers, weather, customs, or incorrect or incomplete shipping information you provide. Because copper is a soft metal, minor surface marks, dents, or dings may occur in transit; these are cosmetic, do not affect functionality, and are not grounds for a refund or return.
13. Refund Processing
If a refund is approved, it will be issued to the original payment method. Please allow 5–10 business days for processing, and additional time for the funds to post depending on your bank or payment provider.
14. Refused or Undeliverable Orders
If an order is refused or returned to us due to an incorrect address, failure to accept delivery, or failure to claim the package, you may be charged:
- Return shipping costs
- Original outbound shipping costs
- A minimum 30% restocking fee
15. Assumption of Risk & Limitation of Liability
By purchasing and using our product, you expressly agree not to hold The Distillery Network Inc., its owners, officers, or affiliates liable for any damage, injury, harm, loss, or expense of any kind arising from the possession, use, misuse, storage, or installation of our product.
- Assumption of all risk: You assume all risk associated with the product and its use. It is your sole responsibility to operate the product safely and to comply with all applicable federal, state, and local laws, which vary by jurisdiction.
- No liability for outcomes: We are not responsible for any outcome resulting from the use of our product, including property damage, personal injury, or legal consequences.
- Waiver of claims: To the fullest extent permitted by law, you waive all product liability claims, and agree that the maximum liability of The Distillery Network Inc., if any, shall not exceed the amount you paid for the product.
- Warranties: Improper use, modification, or installation voids any and all implied warranties to the fullest extent permitted by law.
16. Chargebacks & Disputes
By placing an order, you agree to contact us and allow a reasonable opportunity to resolve any concern before initiating a chargeback.
- The Distillery Network Inc. actively contests chargebacks filed without attempted resolution, using delivery confirmation, your acceptance of this policy, order records, and communications with us as evidence that the transaction was authorized and the product accepted.
- If a chargeback is found invalid or is reversed, you agree to be responsible for all fees, administrative expenses, and legal or banking costs we incur defending the dispute.
- Initiating a chargeback without legitimate cause — including any dispute based on a delay while your order is still in production or transit — constitutes a breach of this policy. To the fullest extent permitted by law, you forfeit any right to a refund and may be held responsible for the full order amount plus processing and collection fees.
17. Dispute Resolution
By placing an order, you agree that any dispute arising from a purchase with The Distillery Network Inc. shall be resolved through binding individual arbitration, and you waive any right to participate in a class action, to the fullest extent permitted by law.
18. Policy Acceptance
By completing a purchase on MoonshineStill.com, you acknowledge that you have read, understood, and agreed to this Refund Policy in full and agree to be bound by all of its terms.
19. Contact
For return or refund requests:
📧 Owner@PrimeStills.com
📞 1-603-997-6786