If you have any issue with your purchase here's what to do!
This policy applies to all retail orders only.
If you are a trade customer, please contact us directly.
HOW DO I MAKE A RETURN?
If you have received your order but it doesn’t look how you imagined or there is an issue with your order:
If your order arrives and you are not happy with what you have purchased or you have received an incorrect item, then please, email us at firstname.lastname@example.org , or call us on 01273 682109. Include your order number if possible and a brief reason for your return. We will be more then happy to have the honey back. The product must be returned to us unopened and in the same condition as when it arrived. So please re-pack it with care using the original packaging or a suitable alternative. Please contact us and we will supply you with a freepost label.
Once we have the package back with us, we will issue you a full refund or replacement.
If the jar has been opened and you have consumed a portion of the honey and find you are not happy or there is a fault with the honey:
We hope that you will never be unhappy with any honey that you buy from us! But if in the rare occasion that this does happen, please do get in touch with us as soon as you can, and we will be happy to find a solution for you.
If your order has arrived damaged:
Dispose of any broken jars and glass safely and quickly. Please do not attempt to wash or clean the jars as there may be small chips that can cause cuts and we do not want that!
Contact us at email@example.com and let us know the details, including your order number and if possible, please attach pictures. These are helpful for us in terms of improving our processes and for any claims we may make against the carrier.
We will resolve this issue by either sending you a new product straight away or refunding your order in full.
If your order is a tin or tub over 1kg and arrives damaged:
Unfortunately, we cannot accept returns on bulk honeys. If your tub or tin arrives slightly damaged and leaking, we are happy to give you a partial refund on the amount of honey you feel has been lost. Unfortunately, we cannot replace whole tins or tubs unless more then 50% of the honey has been lost. We would then request you send us pictures so that we can assess the damage and agree the replacement.
Our Returns Policy
Provided no seals have been broken and the product has not been opened (i.e: it must be in 'new' condition) you can return your honey to us upto 35 days after you have made your order. This can be for any reason provided the item is complete and undamaged.
We will process your refund within 14 days of having received the returned good(s) or proof of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner. You will be refunded for the full cost of the product(s) as well as any original shipping fees paid.
If you are returning part of a larger order, you may only be refunded a portion of any shipping fees paid.
Please note that refunds on items bought as gifts can only be issued to the original purchaser.
The Raw Honey Shop reserves the right to apply and interpret this extended returns policy as it decides is most appropriate.
Consumer Contracts Regulations
If you have purchased our products online or over the phone, you will be covered by the statutory Consumer Contracts Regulations.
If the item(s) you receive is somehow faulty or otherwise not as described, your right to return your item(s) is covered under the Consumer Rights Act 2015.
If you have any questions or need assistance with this, please contact us at firstname.lastname@example.org or call on +44 (0) 1273 682109.