The below policy applies to all retail orders. If you are a trade customer, please contact us directly for more information on returns.
This is our Returns Policy, as of 26th March 2020.
Because of the difficulty in getting products from our suppliers and being seriously short staffed with packers as a result of covid-19, the coronavirus, we have had to temporarily end our no-questions asked' 90 days returns policy and revise our whole policy. This means if you do not like the honey you cannot return it, so please be sure you want the honey before buying. Raw honey is not like processed honey, the flavours are often much stronger.
A NOTE TO YOU FROM THE RAW HONEY SHOP TEAM.
We are a tiny operation of 3 people and we are extremely stretched at the moment. Please be absolutely sure that you want to order.
What we are finding is that many people are ordering but then changing their minds and wanting to cancel the order. Quite often the order has already gone out.
This presents a problem. At the moment we are finding that returns are not coming back to us - probably because this is not a priority for the Royal Mail and courier services, who are short staffed and under extreme pressure.
Because we cannot issue a refund until we have received your item back this might mean that you will not receive a refund until this crisis is over. Or the item might not ever return to us.
So it is important that you are 100% sure you want to order from us. Thank you for your understanding.
Tim, Claire & Ilinca - The Raw Honey Shop Team
Conditions for return and/or refunds
If you need to return an item to us because it is not as described then please contact us within 7 days of receiving the item telling us that you would like to return the item, and we will assist you with the free return of your product.
In the case of breakages with photographic evidence or lost parcels we can only issue complete refunds (including delivery charge) at the moment and not replacements.
Any refunds issued as a result of orders being damaged in transit will be processed within 7 days of The Raw Honey Shop being contacted by the customer with details of the issue. If we are issuing a refund this will be a refund for the full cost of the product(s) as well as any original shipping fees paid. Sometimes it takes a while for the refund to go back to your credit card account. The amount of time taken for your refund to clear in your account is dependent on your banking/payment provider. If you have any problems with your refund, please let us know, and we will do our best to assist, though we are not able to contact your payment provider on your behalf.
Please note that - apart from damage or loss - we do not offer refunds on any tubs or tins which are 3kg, 5kg and 20kg. You must be absolutely sure that you want a larger container if you order this size. Because we cannot see inside the container we cannot say absolutely whether it is crystallised or runny. We normally make a judgement based on the smaller sizes but this may not always be correct.
How to Return Items to Us
A returns form with all necessary instructions will be sent to you. Please fully complete this form in order to ensure timely processing of your return.
We will provide you with a Free Post address to which you must ship your product. This way, you will not incur extra charges in order to return your item.
If you send the product back to us via an alternative method, please be aware we will not be able to refund you the cost of the return shipping.
Prior to sending, please ensure the product is packaged securely so it will not break while in transit. It is generally best to reuse the packaging in which you received the item in order to ensure against damage and reduce waste.
We are unable to provide additional packing materials for your return.
If we receive a return from you, and it is determined that your returned item(s) is not eligible for replacement or refund under our returns policy, you will be responsible for the shipping costs associated with sending the parcel back to you. If you do not wish to pay these shipping costs, we will hold your returned item(s) in our warehouse for a maximum of two weeks from the date of receipt before it is destroyed.
Consumer Contracts Regulations
If you have purchased our products online or over the phone the following statutory provisions under the relevant Consumer Contracts Regulations apply.
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.
We must warn you that under the present covid-19 coronavirus situation, the Royal Mail are under extreme pressure and returns will take a lot longer to get back to us.
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.
Abuse of our returns policy may result in action being taken by The Raw Honey Shop.
If you are dissatisfied with the resolution of any issue you have had with our products, you can make use of the EU's independent dispute resolution body. You can find more information on this here: Online Dispute Resolution.
If you have any questions or need assistance with this, please contact us at [email protected] or call on +44 (0) 1273 682109