Refund policy

Our approach

We want you to be genuinely happy with your comb honey. This policy explains when we offer refunds, replacements or exchanges, and when we can't — and it sits alongside, not instead of, your statutory rights as a UK consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy limits those rights.

Food safety: opened, consumed or tampered items

Because comb honey is a natural, unpasteurised food product, we cannot accept returns, exchanges or refunds for items that have been opened, tasted, consumed, or where the packaging seal has been broken, except where the product is faulty, damaged, or not as described. This is a hygiene and food-safety measure, not an attempt to avoid a genuine claim — once a food item's seal is broken, we cannot verify its condition or safely resell or redistribute it, and reselling opened food is not something we're willing to do regardless of the commercial cost to us.

If your comb arrived faulty, contaminated, or significantly different from its description, this exclusion does not apply — see "Faulty, damaged or not as described" below.

Right to cancel (14-day cooling-off period)

If you are a UK consumer buying online, you normally have the right to cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts Regulations 2013. However, this right does not apply to goods that are sealed for health protection or hygiene purposes once unsealed after delivery, or to goods liable to deteriorate or expire rapidly — both of which describe raw comb honey. In practice, this means you may cancel an unopened, unsealed order within 14 days, but once the seal is broken the cooling-off right no longer applies. This does not affect your rights regarding faulty or misdescribed goods.

Faulty, damaged or not as described

If your order arrives damaged, is faulty, or is not as described, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015, regardless of whether the packaging has been opened — we may need you to open it to assess the issue. Please contact us within 48 hours of delivery with your order number and photos of the product and packaging, and we will resolve this promptly, normally by offering a replacement or a full refund of the affected item, including reasonable return postage where applicable.

Weight and appearance variation

Each comb is cut by hand from a natural product, not manufactured to a fixed specification. Weights listed for each size (Sample Piece, Quarter Comb, Half Comb, Whole Comb) are approximate, and individual pieces may vary by up to around 10% above or below the stated weight. Colour, crystallisation pattern, and cell appearance will also vary naturally between batches and seasons. These variations are normal characteristics of raw, minimally processed comb honey and are not, on their own, grounds for a refund. A refund or replacement remains available where a weight or condition falls substantially outside what's reasonable, or where the product is otherwise faulty.

Backorder and pre-order items

Where a size is shown as available on backorder, this is made clear at checkout before you complete your order, along with the fact that dispatch will happen once stock is available rather than immediately. Ordering a backordered item is not, on its own, grounds for cancellation once dispatch timing was disclosed at the point of sale — though your standard cancellation and statutory rights described above still apply.

Non-delivery

If your order does not arrive within a reasonable time of the dispatch window we provide, please contact us. If we're unable to locate it or arrange redelivery within a reasonable further period, we will offer a full refund or replacement.

How refunds are processed

Approved refunds are issued to your original payment method, normally within 5–10 business days of approval. Where a return is required, we will confirm this and provide instructions — please do not send items back to us without confirmation first.

Allergen information — please read before ordering

Honey and comb honey are natural products harvested from a working apiary, not manufactured in a controlled allergen-free facility. Despite our best efforts, we cannot guarantee that any product has not come into contact with pollen, propolis, beeswax, or other substances naturally present in or around the hive, and comb honey specifically is raw and unfiltered, so trace amounts of pollen and other bee-derived material are an inherent, unavoidable part of the product rather than a defect or contamination.

If you have a known allergy or sensitivity to bee products, pollen, propolis, royal jelly, or any other substance that may be present, please contact us before ordering so we can answer your questions honestly — we would rather help you decide in advance than process a return afterwards. Honey, including comb honey, must not be given to children under 12 months old due to a rare but serious risk of infant botulism. If you are pregnant, immunocompromised, or unsure whether this product is safe for you, please consult a healthcare professional before consuming. An allergic reaction or a decision not to consume the product after purchase is not, on its own, grounds for a refund once the item has been opened — this is exactly why we ask you to check with us first.

Wholesale and bulk orders

Wholesale orders are subject to the terms agreed directly with the buyer at the time of the order; where no separate agreement exists, this policy applies.

Contact us

To start a claim, please use our contact page with your order number and, where relevant, photos of the issue.

This policy does not affect your statutory rights as a consumer. Nothing here excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded.