Table of Contents
- What to Do Before Contacting About a Faulty Non-Alcoholic Beverage
- Your Faulty Goods Refund Rights in the UK
- How to Complain About a Faulty Product and Request Resolution
- Frequently Asked Questions
Last Updated: 12 October 2026
What to Do Before Contacting About a Faulty Non-Alcoholic Beverage
Gathering the right information first makes your request to refund faulty non-alcoholic beverages much smoother.
Check what's wrong, a damaged bottle, broken seal or leaked contents, and take clear photos of the damage, label and product code as evidence.
Keep the original packaging and receipt as proof of purchase, and note the delivery date, the problem and the batch or product code.
Keep the product name and order number handy so the seller can identify the exact item.
Your Faulty Goods Refund Rights in the UK
In the UK, the Consumer Rights Act 2015 gives you the right to reject faulty goods and claim a refund.
Whether bought in-store or online, a non-alcoholic beverage that arrives damaged, leaked or with a broken seal fails to meet expected quality standards, entitling you to a refund for faulty non-alcoholic beverages, or request a replacement or repair.
The retailer is liable for goods arriving in good condition, even if damage happened in transit, and must refund, replace or repair at no cost to you.
How to Complain About a Faulty Product and Request Resolution
Contact the seller directly first. Email or use their contact form, stating the problem, delivery date and whether you want a refund or replacement.
Include your order number, photos and product details, and be specific: "The bottle arrived with a cracked seal and the contents had leaked."
Use email or a tracked method to create a record; if you call, follow up with an email summarising what was agreed.
Give them a reasonable chance to respond, most reply within 5-7 working days, then escalate if they refuse without good reason.
Escalate if needed. If the seller won't help, you can contact your payment provider (your bank or credit card company) and ask them to dispute the charge. You can also report the issue to Citizens Advice Consumer Service, which can help resolve disputes.
Keep copies of all messages to protect you if the dispute goes further.
At the Alcohol Free Drinks Company, we stand behind the quality of every product we supply. If you've ordered from us and received a faulty alcohol-free beer, non-alcoholic beer, alcohol-free wine, non-alcoholic wine, alcohol-free gin, or any 0% drinks, contact us straight away with photos and your order details. We'll make it right. For trade customers needing to discuss faulty goods or supply issues, get in touch with our team and we'll resolve it quickly. If you're looking for quality replacements, our sale section offers excellent value on booze free drinks from independent brands we're proud to stock.
What to expect from a good seller: quick acknowledgement, a replacement or refund within 14 days, no quibbling over clear faults, and clear communication throughout.
Frequently Asked Questions
Can I get a refund for a faulty non-alcoholic drink?
Yes. Under the Consumer Rights Act 2015, you have the right to a refund if your alcohol-free beer, wine, or 0% spirit arrives faulty or damaged. The retailer must provide a refund or replacement within a reasonable timeframe. If the product is genuinely defective, tastes off, contains visible contamination, or arrived damaged, document it and contact the seller with photos and your order details.
What should I do if an alcohol-free drink arrives damaged?
Photograph the damage immediately, including the packaging and the product itself. Note the delivery date and check your order number. Contact the retailer with your evidence. Most sellers will offer either a replacement or a full refund. If ordering from independent brands stocked through specialist retailers, ask whether they prefer a replacement or refund, many will replace damaged goods quickly to maintain quality.
How long does a retailer have to respond to a faulty product complaint?
Retailers should respond to your complaint. If they don't, you can escalate to the relevant ombudsman or consumer protection body. If you're unhappy with their response, you have the right to pursue the matter further through consumer dispute resolution channels.
If a seller refuses to help or ignores your complaint, remember you have legal backing. The Consumer Rights Act is on your side. Don't accept poor service, faulty goods deserve a full resolution.
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