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Refunds & Returns Policy

Last updated: 27th February 2026

We want you to be completely happy with your purchase. Please read the information below carefully, as different products are subject to different returns conditions.

This policy applies to purchases made through our website.

1. Honey & Honey Products

(Honey, Soft Set / Creamed Honey, Raw Cut Comb Honey)

Due to the perishable nature of food products, we are unable to accept returns once an order has been dispatched, unless the item is faulty, damaged, or incorrect.

We will offer a refund or replacement if:

  • The product arrives damaged

  • The wrong product is received

  • The product is faulty or unfit for consumption on arrival

We cannot offer refunds if:

  • You change your mind after dispatch

  • The product has been opened or partially consumed

  • Damage occurs due to incorrect storage after delivery

What to do if there is an issue:
Please contact us within 48 hours of delivery with:

  • Your order number

  • A clear photo of the product and packaging

  • A brief description of the issue

Once reviewed, we will offer either a replacement or refund where appropriate.

2. Overwintered Nucs (Live Bees – Collection Only)

Due to the nature of this product, overwintered nucs are non-returnable and non-refundable, except in the circumstances outlined below.

Deposits

  • Deposits paid to secure an overwintered nuc are non-refundable

  • Deposits are transferable to another date or season at our discretion, subject to availability

On Collection

Please inspect the nuc at the point of collection. By collecting the nuc, you confirm that:

  • The colony is alive and in satisfactory condition

  • You are happy to accept the nuc as supplied

Refunds or Replacements may be considered if:

  • The nuc is not viable at the agreed collection date

  • We are unable to supply the nuc due to unforeseen circumstances

In these cases, we will offer:

  • A full refund or

  • Transfer to a future availability date

No refunds can be issued after the nuc has left our premises.

3. Shipping Issues

If your order has not arrived within the expected delivery timeframe, please contact us and we will investigate with the courier.

We are not responsible for delays caused by:

  • Courier disruption

  • Incorrect delivery information supplied at checkout

  • Events outside of our control (e.g. extreme weather)

4. How Refunds Are Processed

  • Approved refunds will be issued to the original payment method

  • Refunds are typically processed within 5–10 working days

  • Shipping costs are non-refundable unless the item is faulty or incorrect

5. Contact Us

If you have any questions about returns or refunds, please contact us:

Email: hello@beesnhoney.co.uk