Refund policy

Last updated: 28 October 2026

If something is wrong

Please email contact@gordonshoneyco.co.uk with your order number and a description of the problem. Photographs of the jar, packaging or bees can help, if safe to take, but are not a condition of your legal rights. Do not eat honey from a broken or damaged jar.

If goods are faulty, damaged, unsafe or not as described, you have the remedies available under consumer law. These may include a refund, replacement or other appropriate remedy. We cover reasonable return costs where we are responsible for the problem. Please contact us before sending broken glass or live bees.

Changing your mind about honey bought online

For an eligible distance purchase, tell us you wish to cancel within 14 days after the day you receive the goods. For one order delivered in separate parts, the period normally runs from receipt of the last part. You then have a further 14 days to send the goods back. You may also cancel before dispatch.

Email us or send a clear cancellation statement to our business address. You do not need to give a reason or use our cancellation form. Keep proof of sending your cancellation.

For a change-of-mind return, please keep jars unopened with their tamper seals intact. Where opening sealed food makes it unsuitable for return for health protection or hygiene reasons, the statutory change-of-mind right no longer applies. This does not remove your rights if the honey is faulty or not as described.

You pay the direct cost of a change-of-mind return, unless we agree otherwise. Pack glass securely. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to inspect the goods.

We refund the goods and, if you cancel the whole order, the original standard delivery cost. Any extra cost of a more expensive delivery service is not refundable under the statutory cancellation rules. Refunds use the original payment method, without a refund fee, within 14 days of receiving the goods back or evidence that you sent them, whichever is earlier. If nothing was dispatched, we refund within 14 days of being told you are cancelling.

Bee nuc cancellations and deposits

The £50 deposit reserves a colony and counts towards its total price. It is not an additional charge.

If you cancel outside any applicable statutory cancellation right, we may retain up to £50 to cover reasonable, demonstrable loss directly caused by your cancellation. We take account of costs saved and whether we can resell the reservation, explain any deduction, and refund the remainder. The deposit is not automatically forfeited in every case.

If we cannot supply your colony, or you exercise an applicable statutory right to cancel, we refund the sums due to you, including the deposit. Paying a deposit or ticking a reservation box does not waive your consumer rights. If a change-of-mind cancellation right applies to the live-bee order, the same 14-day notification period described above applies. Contact us immediately if the bees have already been dispatched so safe return arrangements can be discussed. Do not send live bees back without arranging safe transport with Gordon.

Honey crystallisation and natural differences between apiaries are normal, as explained on the product page. They do not in themselves mean honey is faulty.

Optional cancellation form

To: Gordon Humphreys trading as Gordon’s Honey Co, Winifred Cottage, Whitchurch Road, Bangor-on-Dee, Wrexham, LL13 0AY; contact@gordonshoneyco.co.uk.

I/We give notice that I/we cancel my/our contract for the following goods:
Goods and order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if sent on paper):

These policies do not limit your statutory rights. Separate statutory rights apply to goods bought in person; the distance-selling change-of-mind period does not automatically apply to an in-person purchase.