Hello
Last updated: 26 October 2026
Honey is a food, so jars don't go back to the beekeeper. Instead, we sort out refunds from your photos and the beekeeper's records. This policy sits alongside your legal rights and doesn't replace them.
You can ask for a refund if your jar is:
lost or damaged, for example a broken jar, a leak or a broken tamper seal;
significantly not as described, meaning a real difference from the listing, such as a different weight, a different type of honey, foreign objects, an off smell, signs of fermentation or missing label details;
not what the beekeeper declared, meaning you have good reason to think it has had anything added, is not honey from the beekeeper's own hives, or is mislabelled.
Honey that has set solid is natural and isn't a fault.
Email hello@honeyhive.uk within 2 calendar days of your jar being delivered or collected. This gives us the best chance to check with the beekeeper while it's fresh.
Include your order number, photos of the jar and the problem, and the batch code on the label (for example HH-0001).
Keep the jar and its label. We may ask you to hold on to it for a few weeks in case a sample is needed.
You're welcome to talk to the beekeeper first and agree a fix between you. If you can't, we'll decide, usually from your photos and the beekeeper's records.
For a successful claim we refund the price of the jar and the delivery fee you paid, to the payment method you used. We'll do this without delay, and always within 14 days of agreeing your refund.
We may not be able to refund if you report a problem late, if we decide the jar was as described, if you'd already told us it was fine, or if you can't give us the photos or information we ask for.
Stop eating the honey, keep the jar and its batch code, and tell us at once. Contact your local council's environmental health team too. We'll let the beekeeper know and may pause their listings while it's checked.
Your statutory rights are not affected by this policy. Honey must be as described, of satisfactory quality and fit for its purpose. If it isn't, your legal rights apply even if you're outside the 2-day window above. Changed your mind instead? See our return policy.
HoneyHive is a trading name of Honey Hive UK Ltd, registered in England and Wales (company number 17536040). Registered office: 1 Hook Cottages, Hook Farm Drive, Bridgnorth, WV16 4RD.