Terms of service

Last updated: [date of publishing]

These are the terms for buying our drinks from counterculturedrinks.com. We've kept them as short and plain as we can. They sit alongside our Shipping policy, Refund policy and Privacy policy. Nothing in them affects your legal rights as a consumer.

1. Who we are

counterculturedrinks.com is run by Counter Culture Drinks Ltd, a company registered in England and Wales (company number 13509128). Our registered office, VAT number and other company details are in our Legal notice.

To get in touch, email hello@counterculturedrinks.com or call +44 117 486 9001. If we need to contact you, we'll use the email address or phone number you gave us with your order.

2. Who these terms are for

These terms apply when you buy as a consumer, for your own use. To place an order you need to be 18 or over, with a delivery address in one of the areas listed in our Shipping policy.

Buying for a business, café, shop or venue? Trade and wholesale orders are handled separately. Email wholesale@counterculturedrinks.com and we'll agree terms with you directly.

3. How your order works

You'll see the full price of your order, including delivery, before you pay. You can check and correct your order at checkout before you confirm it.
Once you've paid, we'll email to confirm we've received your order. That email isn't our acceptance of it yet.
Our contract with you starts when we dispatch your order and email to say it's on its way.

Occasionally we can't accept an order: for example if something's out of stock, we can't deliver to your address, there's a pricing error, or the order looks like it's for resale. If that happens, we'll tell you and refund you in full.

4. Prices and payment

Our prices are in pounds sterling and include VAT. Delivery charges are set out in our Shipping policy and shown at checkout before you pay. There are no other fees.

We take payment when you place your order. Payments are processed securely by our payment providers, and we never see or store your full card details.

If we get a price wrong and the correct price is lower, we'll charge you the lower amount. If the correct price is higher, we'll contact you before dispatch and you can go ahead at the correct price or cancel for a full refund.

Discount codes can only be used on the conditions they were issued with. They can't be exchanged for cash or added to an order after it's been placed. Unless we say otherwise, it's one code per order.

5. Our drinks

We take care to describe and photograph our drinks accurately. We update our can artwork and packaging from time to time, so what arrives may look slightly different from the pictures.

Ingredients, nutrition and allergen information are on each product page and printed on every can. The can is the definitive source, so please check it before drinking, especially if you have an allergy. If you have a question, email us before you order.

Please store your drinks as directed on the can and enjoy them before the best-before date printed on it.

Mixed packs contain the flavours listed on the product page. If one isn't available, we'll get in touch before sending anything different, and you can cancel for a full refund.

6. Delivery

Where we deliver, what it costs and how long it takes are all in our Shipping policy.

Next-day delivery is our courier's target, not a guarantee. If there's a delay, we'll let you know. If we haven't delivered within 30 days of your order, or by a delivery date we agreed with you as essential, you can cancel and we'll refund you in full.

Your order is our responsibility until it reaches you, or the neighbour, safe place or ParcelShop you've chosen. It becomes yours once it's delivered and paid for.

If your order arrives damaged, goes missing or isn't what you ordered, tell us and we'll replace it or refund you. See section 8.

7. Changing your mind

The law gives you 14 days from delivery to cancel your order for any reason. We give you 30. To cancel, email hello@counterculturedrinks.com with your order number, or use the cancellation form at the end of these terms. You don't have to use the form.

Cans need to be unopened and in their original packaging. Our drinks are sealed for hygiene reasons, so we can't take back opened cans.
Send the drinks back within 14 days of telling us you're cancelling. Our Refund policy explains how. If you've changed your mind, return postage is on you.
We'll refund the price of the drinks, plus the standard delivery charge if you're returning your whole order, no later than 14 days after we receive them back or you show us you've sent them. We'll refund to your original payment method.
If the drinks come back damaged because they've been handled more than necessary, we may reduce your refund to reflect that.

8. If something's wrong

Under the Consumer Rights Act 2015, our drinks must be of satisfactory quality, fit for purpose and as described. If they're not:

within 30 days of delivery, you can reject them for a full refund
after 30 days, you can ask for a replacement, and if that doesn't put things right, a refund

We'll cover the cost of returning anything that's damaged, faulty or wrong. Please tell us as soon as you can, with your order number and a photo, as our Refund policy explains. The sooner we hear, the sooner we can sort it and claim from the courier, but reporting later doesn't take away your legal rights.

9. Our responsibility to you

If we break these terms or are negligent, we're responsible for loss or damage you suffer that was a foreseeable result. We're not responsible for loss that wasn't foreseeable.

We don't exclude or limit our liability where it would be unlawful to do so. That includes death or personal injury caused by our negligence, fraud, breach of your legal rights as a consumer, and defective products under the Consumer Protection Act 1987.

We sell our drinks for personal use, so we're not liable for business losses such as lost profit or business interruption.

If something outside our reasonable control, such as a courier failure, extreme weather or a supply problem, delays your order, we'll tell you and do what we can to limit the delay. If the delay is significant, you can cancel and we'll refund anything you've paid for drinks not yet delivered.

10. Using our website

Everything on this site, including our name, logos, words and photography, belongs to us or to the people who license it to us. The artwork on our cans is by Marta Zubieta, © Marta Zubieta, licensed to Counter Culture Drinks Ltd. Please don't copy or reuse any of it commercially without our written permission. Sharing photos of your cans is welcome.

If you create an account, keep your login details private and tell us if you think someone else has used it.

Don't misuse the site: no hacking, scraping, introducing viruses or using it for anything unlawful. We may update the site or take it offline for maintenance, and we can't promise it will always be available.

We link to other sites, such as Trustpilot and our social channels. We're not responsible for their content or how they handle your data.

11. Reviews

We collect customer reviews through Trustpilot. We don't write reviews ourselves, pay for positive ones or hide negative ones. If we ever offer an incentive for leaving a review, we'll say so clearly alongside it.

12. Your personal data

We use your personal information only as set out in our Privacy policy.

13. Complaints

If you're not happy, email hello@counterculturedrinks.com with your order number and what's gone wrong. We'll reply within two working days and aim to resolve it within 14 days.

If we can't sort it out between us, we'll tell you in writing, including details of an alternative dispute resolution provider and whether we'll use it. You can also get free, independent advice from Citizens Advice in England and Wales, or Advice Direct Scotland in Scotland.

14. The legal bits

We may update these terms from time to time. The version on this page when you place your order is the one that applies to it.
We may transfer our rights and obligations under these terms to another organisation. If we do, it won't affect your rights.
These terms are between you and us. Nobody else has any right to enforce them.
If a court finds any part of these terms invalid, the rest still applies.
If we don't enforce a term straight away, we can still enforce it later.
These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts there.

Cancellation form

If you want to cancel, you can copy this into an email to hello@counterculturedrinks.com. You don't have to use it.

To: Counter Culture Drinks Ltd, 6 Skyline Park, Bristol BS4 5EN, United Kingdom hello@counterculturedrinks.com
I give notice that I cancel my contract for the sale of the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Signature (only if sent on paper):
Date: