The Glenlivet Distillery Online Shop Terms & Conditions

The Glenlivet Distillery online shop at is a website (the “Site”) operated by Chivas Brothers International Limited (“Chivas”, "we" or “us”). We are registered in Scotland under company number SC646563 with our registered office at Kilmalid, Stirling Road, Dumbarton, G82 2SS. Our registered VAT number is GB 743052164

This page (together with the documents referred to on it) tells you the terms and conditions on which we will supply any of the products or experiences listed in our online shop to you as a consumer (“you” or “user”) (the “T&Cs”). Your use of the Site is also governed by the terms and conditions of use at (the “Site Terms and Conditions”).

You must be over the age of 18 to buy any of the products or experiences available through the Site.

Please read these T&Cs carefully before ordering anything including experiences from our online shop. You should understand that by ordering from our online shop including the purchasing of experience tickets, you agree to be bound by these T&Cs. If products or experiences are purchased on behalf of others, you accept that these terms will apply to each person.

You should print a copy of these T&Cs for future reference.

The T&Cs governing any use or purchase will be those in effect as at the date of such use or purchase. You should check prior to each use or purchase to ensure that you understand the exact terms and conditions applicable to your use or purchase. If you have any questions relating to these T&Cs you should contact


The Site is solely for the promotion of our products and experiences in the United Kingdom.

Orders from the Site will only be accepted where delivery is to an address in the UK.

The purchase of gift certificates or experience tickets can be made both within and outside of the United Kingdom but can only be redeemed in the UK either online at the Site or in person at the Brand Home.


By placing an order, you warrant that:

a) you are legally capable of entering into this binding contract;
b) you are at least 18 years old;
c) all details provided on your order for the purpose of purchasing the goods are correct;
d) the credit/debit card you are using is your own and there are sufficient funds and/or sufficient unused credit limit available to cover the cost of the goods;
e) you are a consumer and not a business; and
f) you have read and accept these T&Cs.


Purchases from our online shop on the Site must be placed via the online shop using the following process:

  • you add the items you wish to purchase to your shopping basket;
  • you supply your delivery address, billing address and any requested payment information;
  • you carefully read and then accept these T&Cs;
  • before submitting your order you review the items in your basket and prices including the additional costs for delivery (if you are purchasing bottle products) as well as the information you have supplied; and
  • you click ‘buy now’ to finalise and submit your order.

Gift vouchers can be redeemed within the Brand Home, this can include the purchase of experience tickets, products from the whisky shop or our bar. Where gift vouchers are able to be redeemed online, you will be provided with a unique code to use in the online shop.

Any order placed by you via any of the above means shall be subject to these T&Cs. All other terms and conditions other than the Site Terms and Conditions, express or implied by statute or otherwise, are excluded to the fullest extent permitted by law. Nothing in these T&Cs shall affect the statutory rights of any consumer. In order to make a purchase you will be required to provide the following information:

  • your name, address, email address and contact telephone number;
  • confirmation that you are aged over 18;
  • payment details;
  • delivery address; and
  • products required

All orders shall be deemed to be an offer by you, the buyer, to purchase goods pursuant to these T&Cs. You, the buyer, shall be responsible for ensuring the accuracy of the details provided in your order and we will not be obliged to accept an order unless all details requested have been provided correctly.

The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. The packaging of the product may vary from that shown in images on our website.

Where you are purchasing a product which includes access to an online tasting event, all event details including registration or participation details will be set out in the Dispatch Email (as defined below) once your order has been confirmed and stock availability has been approved.



The price of any goods including experiences will be as quoted on our online shop from time to time except in cases of obvious error. We are under no obligation at any time to provide goods to you at an incorrect (lower) price if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a pricing error. All prices shown against our goods are inclusive of VAT but exclusive of delivery costs. We reserve the right to vary the prices of any goods at any time and without prior notice. Once an order has been acknowledged the prices quoted for that order will not be changed. You will be responsible for any additional customs duties and taxes that may be charged if the goods are purchased for onward transmission outside United Kingdom.


We accept Visa and MasterCard credit cards, Visa Delta and Maestro debit cards. Details of the card will be sent through the web to a secure payment gateway with Barclaycard EPDQ using encrypted email. By placing an order, you consent to payment being charged to your credit/debit card. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If your card issuer does not authorise payment we will not be liable for any delay or non-delivery. All transactions in our online shop are made in GBP Sterling. Title to the goods will pass to you on payment in full of the price of the goods except in respect of pre-ordered goods.


The prices shown in our online store do not include postage and packaging. We deliver through the DHL ‘tracked and signed’ service. This comes at a rate of £10 per package. Two bottles maximum per package. If you wish to purchase multiples of more than 2 then please contact the Brand Home who may be able to help with an alternative postage method and will advise you as to the applicable costs.



Gift vouchers can only be redeemed by persons aged 18 years in the Brand Home unless you have ordered a voucher which is also redeemable online, in which case the gift voucher can be redeemed either online or in person at the Brand Home

Gift vouchers are valid for 12 months from the date of purchase.

In order to redeem a gift voucher it must be presented at the time of redemption in the Brand Home or online using the unique code provided.

Gift vouchers are transferable and can be purchased as gifts but cannot be exchanged for cash.

Please note that if you wish to use your gift vouchers in relation to booking an experience, the purchase of a gift voucher does not guarantee a reservation and advance booking is advisable as these are subject to availability. Bookings can be made up to 30 days in advance at the times of 9 – 5pm Monday – Friday. If you wish to use a voucher to book a tour or tasting on the day this will be subject to availability and will require presentation of the voucher for it to be redeemable.

We are not liable for gift vouchers which are lost, stolen or damaged.

We reserve the right to refuse to redeem gift vouchers which we reasonably believe to have been tampered with, duplicated or otherwise affected by fraud.



Please note that all persons will be subject to an age challenge at the start of the experience where photographic ID may be requested.

Please ensure that if you are buying an experience for someone else that that person is of at least 18 years of age.

If, on challenge, you or the relevant person are under 18 you or such person will be refused entry or asked to leave the experience. No refund will be given. Entry to any experience will be subject to you agreeing to the conditions of entry to the experience as at the date of the experience.

The health & safety of you, our staff and all visitors is of paramount importance. You may be refused entry if you have any of the following Covid-19 symptoms: a high temperature, a new continuous cough or loss of, or change in your sense of smell or taste.

You agree that will contact us as soon as practicable in the event that you begin to develop any of the above symptoms prior to the date of your Brand Home experience.


For gift vouchers and/or experience bookings you will receive an automated confirmation email.

For all bottle product purchases (whether as part of a tasting event or not) you will receive email confirmation within 3 days of your order. For the avoidance of doubt, such confirmation email does not constitute acceptance of your order.


All products are subject to availability. The order confirmation e-mail you receive is only confirmation that we have received your order and not a guarantee of stock availability.

If we are able to fulfil your order, we will email you confirming dispatch (“Dispatch Email”). If we unable to fulfil your order we will contact you within 2-3 working days from the date of the confirmation e-mail.


Once we have checked stock availability, we will deliver the products to you as soon as reasonably possible. Please allow up to 7 working days from confirmation of order for delivery. We will email you to confirm dispatch. We can only deliver to addresses within the United Kingdom. Orders are generally sent via DHL but we reserve the right to make alternative arrangements.


The goods will be delivered to you at the address provided by you in your order. Delivery of bottle products must occur within normal licensing hours and if you are not at home when your goods are delivered, it is your responsibility to ensure that a person aged 18 or over is there to receive the delivery.

Delivery charges will be indicated on the order pages when you place your order. Please note that for certain goods, we may contact you to advise of the final delivery cost before accepting your order.

For security reasons we cannot deliver to a BFPO (British Forces Post Office) address.

We reserve the right not to deliver to a specified address if, in our absolute discretion, we deem that the address may not be secure, such as a PO Box No, or if we have any other reasonable concerns. In the event that we decide not to deliver to a specified address we will notify you as soon as reasonably practicable and shall issue a refund of all sums received by us in respect of the relevant order to the credit/debit card from which those sums were received.

Any dates quoted for delivery of the goods are approximate only and we shall not be liable for any delay in delivery of the goods however caused. Products purchased by you will be your responsibility from the time of delivery to the delivery address provided to us.

You confirm that you will inspect the goods as soon after delivery as is reasonably practicable and will notify us of any shortages, defects in the goods or any other complaint in respect of them within three (3) working days from the date the goods were delivered to you. Save in respect of any shortages or defects if you, the buyer, fail to comply with this clause we will not be held legally liable in respect of any other complaint which should have been brought to our attention within this period.


Please note that the contract between us is completed upon dispatch of the goods ordered by you unless it has been cancelled in accordance with the stated procedure (below) or where we have informed you that your order has not been accepted.

Non-acceptance of your order may occur due to (but not limited to): stock unavailability, goods description error, lack of payment authorisation, failure to meet all or any part of the required order eligibility criteria as set out herein.




Please note that you are entitled to cancel this contract if you so wish provided you do so within fourteen (14) days from the day after receipt by you of the goods. The goods must be returned intact and in original, undamaged packaging and we reserve the right to withhold a percentage of the refund value of the goods if they are damaged in any way. The goods must be returned to us without undue delay and in any event within 14 days after the date this contract is cancelled. Provided that the goods have not been opened or damaged we will refund your credit/debit card with the original purchase price of the returned goods including original delivery costs and return postage within 30 days of receipt by us of the goods returned by you. This provision does not affect your statutory rights.


Please note that you are entitled to cancel this contract if you so wish provided you do so at least 48 hours prior to the commencement of the selected experience.

To cancel the experience you must phone us to cancel on +44 [0]1340 821720 or email giving us at least 48 hours’ notice of the start of the selected experience in order to receive a full refund.

In the event that we cancel or stop providing the experience you have purchased we will let you know by contacting you using the contact details provided at the time of your order.


In addition to cancelled orders and returns within 14 days as described above we offer a full refund in respect of any damaged, incorrect or incomplete orders. Your statutory rights are unaffected. Upon receipt of the returned goods we shall examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective goods. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us. We will usually refund any money received from you to the same credit/debit card originally used by you to pay for your purchase. If you are returning anything to us, please ensure that it is safely packaged in the original packaging to prevent damage in transit.


Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the goods you purchased and any losses which are a foreseeable consequence of us breaching the agreement. Losses are foreseeable where you and we could contemplate them at the time your order is accepted by us.

We are not responsible for any loss of profit or any indirect, special or consequential loss, damage, costs, expenses or other claims which arise out of or in connection with the supply of goods and which are not foreseeable by you and us.

We are not liable for business losses. We only supply the products for domestic and private use. If you use or purchase the products for any commercial, business or resale purposes, you confirm that we have no liability to you for any loss of profit, loss of business or loss of business opportunity.

Notwithstanding the foregoing, nothing in these T&Cs limits in any way our liability:

  • a) For death or personal injury caused by our negligence;
  • (b) Under section 2(3) of the Consumer Protection Act 1987;
  • (c) For fraud or fraudulent misrepresentation; or
  • (d) For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.


We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these T&Cs that is caused by events outside our reasonable control ("Force Majeure Event"). Our performance under these T&Cs is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under these T&Cs may be performed despite the Force Majeure Event.



In the course of your use of the Site, you may be asked to provide and we may collect certain information about you and your use of the Site. Chivas' information collection and use policies with respect to such User Information are set forth in the Privacy Policy. By using the Site, you agree to be bound by the Privacy Policy and you acknowledge and agree that you are solely responsible for the accuracy, content and updating of your User Information.

Changes To The Online Shop.

We will attempt to ensure that the information available on the online shop at any time is accurate. However, we will not be held liable for any errors or omissions. We will use reasonable endeavours to correct errors and omissions as quickly as practicable after becoming aware of these. We reserve the right to:

  • Modify or withdraw the online shop or any part of it either temporarily or permanently without notice to you;
  • Change these T&Cs from time to time. Please note that your continued use thereafter of the online shop shall be deemed to be your acceptance of such change;
  • Withdraw from sale or alter the price of any product or ancillary cost such as delivery at any time; and/or refuse to process a transaction or refuse service to anyone for any reason and at any time at our sole discretion.


If you would like to contact us, our online shop contact details are:

The Glenlivet Distillery

Telephone: 01340 821720



If any provision of these T&Cs is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these terms and conditions and the remainder of the provision in question will not be affected.

These T&Cs and any document expressly referred to in them constitute the whole agreement between you and us and supersede any previous arrangement, understanding or agreement between you and us relating to the subject matter of these T&Cs.

Any contract between you and us pursuant to these T&Cs will be binding on you and us and on our respective successors and assigns.

All copyright, trademarks and all other intellectual property rights in all material or content supplied as part of this website shall remain at all times vested in us or our licensors. You may not copy, reproduce, transmit, publish, display, distribute, commercially exploit, use or create derivative works of any material data and content on the site.

You may not transfer, assign, charge, sub-contract or otherwise dispose of any such contract, or any of your rights or obligations arising under such a contract, without our prior written consent.

We may transfer, assign, novate, charge, sub-contract or otherwise dispose of any such contract, or any of our rights or obligations arising under such a contract, at any time.

These T&Cs are governed by and construed in accordance with English Law and you agree, as we do, to submit to the non-exclusive jurisdiction of the English Courts.


These T&Cs were most recently updated on 09 November 2020. Where necessary, we may change these terms and conditions from time to time, so please check back regularly and before any purchase to keep informed of these updates.

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