Refund policy
Returns Summary
- Returns are accepted within 30 days of purchase.
- Customers are responsible for return shipping costs.
Refunds, Returns & Replacements
We take great pride in the quality of our products, ensuring they meet the highest international food and safety standards before shipping. However, if you encounter an issue with your order, please review the following guidelines.
Change of Mind
Please choose carefully, as we do not offer refunds, returns, or replacements for change-of-mind purchases.
Faulty or Damaged Items
If your order arrives damaged or is found to be faulty, you can initiate a return request through your customer account or contact us via the methods listed on our website.
After reviewing your case, we may offer a refund, replacement, or store credit, depending on the nature of the issue.
Return Process:
- Customers are responsible for return shipping costs and insurance.
- We strongly recommend using Registered Post with tracking to ensure safe delivery.
- We are not liable for returns lost or damaged in transit.
Understanding Our Honey
Our Manuka honey is pure, raw, and unprocessed, preserving its maximum bioactive properties. Because it is minimally processed:
- Crystallisation may occur in cooler temperatures—this is a natural process and does not affect the honey’s quality, taste, or efficacy.
- If you prefer a smoother consistency, simply place the jar in a bowl of warm (not boiling) water to gently decrystallise.
International Orders & Customs Responsibilities
Before placing an international order, please check your country's import regulations, as we cannot accept liability for:
- Customs clearance fees, import duties, or taxes imposed by your country.
- Delays, confiscations, or rejections by customs or government authorities.
- Return-to-sender postage costs or fees incurred due to customs restrictions.
Customer Satisfaction
Your satisfaction is important to us. If you have any concerns about your order, please reach out, and we’ll do our best to assist.