TERMS & CONDITIONS, SHIPPING & RETURNS POLICY

Symbiote’s The Underground Whisky Club

Last Updated: 24th June 2026

1. General

1.1 These Terms and Conditions govern all purchases made from Symbiote’s The Underground Whisky Club (“we”, “us”, “our”) via our website or sales channels.
1.2 By placing an order, you confirm that you have read, understood, and agreed to these Terms.
1.3 We reserve the right to update these Terms at any time. Continued use of the website constitutes acceptance of any changes.

2. Legal Age & Compliance

2.1 By purchasing from this website, you confirm that you are 18 years or older.
2.2 We reserve the right to request valid identification upon delivery or collection.
2.3 We will not supply alcohol to any person who appears intoxicated or underage.
2.4 All transactions are subject to applicable South African liquor laws.

3. Pricing & Payment

3.1 All prices are in South African Rand (ZAR) unless otherwise stated.
3.2 Prices may change at any time without prior notice.
3.3 Errors and omissions excepted (E&OE).
3.4 Products remain our property until paid in full.

4. Product Availability

4.1 All products are subject to availability.
4.2 Due to limited stock, items may sell out during checkout.
4.3 In the event of overselling, a full refund will be issued.

5. Pre-Orders

5.1 Release dates are estimates and may be affected by supplier or regulatory delays.
5.2 Customers must pay any outstanding balance within 14 days of stock arrival notification.
5.3 A reminder and extension of an additional 14 days will be provided if no response is received.
5.4 Failure to complete payment or collect within 30 days will result in:

  • Order cancellation 
  • Forfeiture of any deposit

6. Shipping & Delivery

6.1 Delivery Areas

We deliver within South Africa only unless otherwise agreed.

6.2 Processing & Delivery Times

  • Orders are processed within 1–3 business days after payment confirmation. 
  • Delivery timelines depend on courier services and location. 
  • We are not responsible for delays beyond our control.

6.3 Delivery Requirements (Alcohol)

  • Delivery will only be made to persons 18 years or older. 
  • Valid ID may be required upon delivery. 
  • We reserve the right to refuse delivery if age cannot be verified or the recipient appears intoxicated

6.4 Signature on Delivery (Mandatory)

  • All deliveries require a signature upon receipt. 
  • The person signing must be 18 years or older and may be required to present valid identification. 
  • By signing for the delivery, the recipient confirms that: 
    • The parcel has been received in good condition (unless noted otherwise), and 
    • The correct items have been delivered 
  • Once signed for, delivery is deemed successful and responsibility transfers to the customer.

6.5 No PO Box Deliveries

  • We do not deliver to PO Boxes. 
  • A valid physical street address must be provided. 
  • Orders with PO Box addresses may be delayed or cancelled.

6.6 Failed Deliveries

If delivery fails due to:

  • Incorrect address 
  • No recipient available 
  • Failed age verification 
  • Refusal to sign 

Additional delivery fees may apply for re-delivery.

6.7 Risk & Ownership

  • Risk passes to you upon successful delivery and signature. 
  • Ownership remains with us until full payment is received.

7. Packaging & Tamper Protection

7.1 All orders are packed using protective and tamper-evident packaging where reasonably possible.

7.2 Tamper-evident measures may include:

  • Sealed outer packaging 
  • Security tape or labels 
  • Protective internal cushioning 

7.3 Customers must inspect packaging upon delivery. If the package shows signs of:

  • Tampering 
  • Opening or resealing 
  • Significant damage 

The customer must:

  • Note the issue with the courier before signing, or 
  • Refuse delivery where appropriate 

7.4 We may decline claims where tampering is not reported at the time of delivery.

8. Breakage in Transit (Courier Clause)

8.1 We take reasonable care to package all products securely.

8.2 If your order arrives damaged or broken in transit, you must:

  • Notify us within 48 hours of delivery 
  • Provide clear photographic evidence of: 
    • The damaged product 
    • Outer packaging 
    • Inner packaging 

8.3 Customers are encouraged to note visible damage with the courier at the time of delivery.

8.4 Failure to report within the required timeframe may result in rejection of the claim.

8.5 Once verified, we will:

  • Replace the item (subject to availability), or 
  • Issue a refund at our discretion 

9. Shipping Insurance & Claims

9.1 Where applicable, shipments may be covered by courier insurance.

9.2 All insurance claims are handled solely by The Underground Whisky Club with the courier provider. Customers may not submit claims directly unless expressly authorised.

9.3 Approval of claims is subject to:

  • Compliance with reporting timeframes 
  • Adequate supporting evidence 
  • Courier assessment and acceptance 

9.4 We are not liable for claim rejections by the courier where:

  • Packaging inspection procedures were not followed 
  • Damage was not reported within required timeframes 
  • Incorrect delivery information was provided 

9.5 Any replacement or refund remains at our discretion, taking into account courier outcomes and compliance with this policy.

10. Returns & Refunds

10.1 General

Returns are limited due to the nature of our products but comply with the Consumer Protection Act.

10.2 Eligible Returns

Returns are accepted only where:

  • The product is defective 
  • The product is damaged on delivery 
  • The incorrect product was supplied

10.3 Reporting

  • Claims must be submitted within 7 days of delivery 
  • Proof may be required

10.4 Non-Returnable Items

We do not accept returns for:

  • Change of mind 
  • Opened or consumed products 
  • Improper handling after delivery 
  • Limited releases or pre-orders (unless defective)

10.5 Return Shipping

  • We cover return shipping for valid claims 
  • Otherwise, the customer is responsible

10.6 Refunds

  • Refunds are processed after inspection and approval 
  • Shipping fees and deposits may be non-refundable 
  • Refunds are issued via the original payment method where possible

11. Exchanges

Exchanges are only offered for defective or incorrect items.

12. Cancellations

  • Orders cannot be cancelled once dispatched 
  • Pre-dispatch cancellations may incur fees

13. Warranty

13.1 A limited 7-day warranty applies to defects or missing items.
13.2 This excludes:

  • Breakage after delivery 
  • Misuse or improper storage 
  • Theft or loss

14. Limitation of Liability

We are not liable for:

  • Courier delays or failures 
  • Supplier or manufacturer delays 
  • Indirect or consequential damages

15. Privacy

We process personal information in accordance with the Protection of Personal Information Act.

16. Policy Updates

We reserve the right to update these Terms at any time.

17. Contact Us

The Underground Whisky Club
Email: admin@symcorp.co.za
Phone: 082 688 9010

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