What is ullage?

Ullage refers to the beer that cannot be sold due to a defect. It could be a keg or cask that pours flat, tastes off, or has a fault with the container. When this happens, we record the details and pass them to the brewery so they can review and arrange the right outcome.

If the beer you have on tap isn't right, this is the fastest way to get it sorted. Use the link below to tell us what’s wrong and we will get back to you quickly with next steps.

PLEASE NOTE: This form is only for draught beer issues — keg or cask — not for bottled or canned products.

What counts as a keg or cask issue

Typical reasons to submit this form include:

Beer pouring flat or lifeless
Hazy when it should be bright
Off flavours or aromas
Fobbing excessively
Suspected infection or contamination
Seal or spear faults

If you are unsure, report it anyway; we will advise.

Before you submit - please carry out some quick checks

These simple cellar checks can rule out service issues and save you time:

Lines recently cleaned and fully rinsed
Correct coupler fitted and gas on
Cellar temperature within the recommended range
Another keg or cask pouring fine on the same line
Cask has been given 24 – 48 hours to settle and vent properly

If you have done these and the problem persists, it is time to report it.

Ullage criteria and FAQs

How long will the process take?

Once we have collected your container, we will send it to the supplier. When the producer has received the ullage and investigated the fault, a credit will be applied should they concur with the reported fault and adhere to the conditions below. This process can take up to three months, and we are unable to expedite the process.

Ullage criteria
Credit may only be given if LESS THAN 3 GALLONS are drawn from the container. In some instances, credit may be given for the quantity returned in the barrel; therefore, the credit would be pro rata. This applies to any size container.

Credit is NOT considered where:

The product is below the minimum contents required.
The container label is not intact or is illegible.
The best-before date has expired.
The container has been tampered with.

In addition to the above, a credit for the full content of the container will be given without consideration of the minimum contents criteria in the following circumstances:

The container was reported to be faulty at the time of delivery.
There is an acknowledged production fault.
The container is leaking.
The container has an extractor fault and cannot be broached/used.

If your product doesn't meet these criteria, please call us at 01789 488008 or email us ullage@inn-express.com

What we need from you

The more detail we get, the quicker we can resolve your claim:

Product name and size
Quantity affected
Best before date and batch/gylenumber (if visible)
Photos/video evidence of the problem
A brief description of the fault and when you first noticed it

IMPORTANT: Please keep the container until we confirm the report. Please also make sure this is clearly marked and away from your empties so it doesn't get collected