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Return for Physical Goods

Returns are only permissible for damaged or incorrect items which have been packaged by factory manufacturing.

Returned items may be exchanged only for, in the case of incorrect items, the correct items OR, in the case of damaged items, for replacement items of the same or as close as possible (at KARLS Group discretion) to the originally ordered item.

For health and safety reasons, returns are not permissible under any circumstances for perishable/fresh items, in-house pre-mixed cocktails which have not been manufacturer factory sealed.

Returns, exchanges or refunds are not permissible if you have changed your mind.

Returns are permissible for unopened and undamaged beverages only and items must be returned in the same condition and packaging in which you received them.  Returns, refunds or exchanges are not permissible for damage or missing parts not due to our error.

Requests for Returns must be notified to us within seven (7) days of receipt of your delivery. Unfortunately, if more than seven (7) days have elapsed since receipt of your purchase, we cannot offer you a return, refund or exchange.

To complete your return, we require a receipt or proof of purchase.  Once received by us, verified and approved, we will advise you of the next steps.  Requests for returns must be made to [email protected]

To complete your exchange, we require a receipt or proof of purchase.  Approved returns will be processed as soon as possible with exchanged goods processed within 14 days.  If there is delay anticipated to that timing for any reason, we will notify you.  Requests for exchanges must be made to [email protected]

Deals/Gift Cards

Returns, changes or refunds are not permissible for any reason.

Experience Tickets

Experience Tickets bought are refundable, subject to KARLS Group or organiser discretion. To request a refund, you will need to get in touch with us or email us at [email protected]

We will need the organiser’s written approval in order to process any refunds.

The experience will be deemed to have been delivered in its entirety as soon as it starts. From that point on, no refund requests will be entertained.


Refunds, returns or exchanges are not permissible if you have changed your mind.

Once your approved return is received and inspected, we will send you an email to notify you that we have received your returned item and to advise the next steps.  

We will also notify you of the approval or rejection of your refund or exchange.

In the case of a refund, if your return is approved, your refund will be processed, and a credit for the purchase price of the specific item will automatically be applied to your credit card or original method of payment, within 30 days.

In the case of an exchange, if your return is approved, your exchange will be processed and we will attempt to deliver your exchange items within 14 days.

Late or missing refunds (if applicable)

If you haven’t received an approved refund within 30 days, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].


If the item you received was sent to you as a gift from a third party, all conditions relating to returns and refunds and exchanges as detailed above apply.

You are not entitled to a return, refund or exchange if you do not want the item.

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