Refund and Returns Policy
1. About this policy
This policy applies to products purchased online from Jon the Beekeeper.
Jon the Beekeeper is a trading name of JB Creative Marketing Limited, registered in England and Wales under company number 15872385.
Please read this policy alongside our Terms of Sale.
Nothing in this policy affects your statutory consumer rights.
2. Cancelling your order
You may cancel your order at any time before it has been dispatched by emailing hello@jonthebeekeeper.co.uk.
If the order has not been dispatched, we will cancel it and issue a full refund.
If your order has already been dispatched, the change-of-mind return provisions below will apply.
3. Change-of-mind returns
For most products purchased online, you have 14 days from the day after you receive your order to tell us that you wish to cancel it.
You then have a further 14 days to return the eligible products to us.
To request a return, email hello@jonthebeekeeper.co.uk and include:
your name;
your order number;
the products you wish to return; and
the date you received your order.
You do not need to give a reason for cancelling.
4. Honey and other food products
Honey may be returned for a change-of-mind refund only when the jar remains unopened, unused and in its original sealed condition.
For food safety and hygiene reasons, we cannot accept honey that has been opened, unsealed or tampered with unless it is faulty, damaged, unsafe or not as described.
These restrictions do not affect your rights where there is a genuine problem with the product.
Natural characteristics of honey described in our Terms of Sale, including crystallisation and the presence of fine air bubbles or light foam, are not faults.
5. Accessories and gift items
Accessories and other non-food products must be returned unused, undamaged and, where reasonably possible, in their original packaging.
You may inspect a product as you would in a shop. We may make a reasonable deduction from your refund if handling beyond what was necessary has reduced its value.
Any sealed product that is not suitable for return for health protection or hygiene reasons cannot be returned for a change-of-mind refund once its seal has been broken.
6. Returning an eligible product
Please contact us before sending anything back so that we can confirm the return instructions.
Unless the product is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning it.
Please package returns securely and keep proof of postage. You remain responsible for the returned products until they reach us.
Returns should be sent to:
Jon the Beekeeper
JB Creative Marketing Limited
Rackham House
School Lane
Heckingham
Norwich
England
NR14 6SL
We do not currently offer a prepaid return service for change-of-mind returns.
7. Refunds for change-of-mind returns
For an eligible return, we will refund the price paid for the returned products.
If you cancel and return your entire order, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for express, upgraded or premium delivery will not be refunded.
The original delivery cost will not normally be refunded where only part of an order is returned.
We may wait until we have received the returned products, or you have provided evidence that they have been sent, before issuing the refund.
Refunds will be made to the original payment method, normally within 14 days of receiving the returned products or evidence that they have been sent back.
Your bank or payment provider may take additional time to show the refund in your account.
8. Faulty, damaged or incorrect products
Products must be of satisfactory quality, fit for their usual purpose and as described.
Please contact us as soon as reasonably possible if a product:
arrives damaged;
is faulty or unsafe;
is not as described;
is missing from your order; or
is different from the product you ordered.
Email hello@jonthebeekeeper.co.uk with your order number and details of the problem. Photographs of the product and packaging may help us resolve the matter more quickly.
Depending on the circumstances and your legal rights, we will offer an appropriate replacement or refund.
Where a product is faulty, damaged, incorrect or not as described, we will cover any reasonable return postage costs. Please contact us before returning it so that we can agree the appropriate method.
Under the Consumer Rights Act 2015, you may have a short-term right to reject faulty goods within 30 days of receiving them. Further rights may continue after this period.
9. Orders damaged during delivery
Please check your order when it arrives.
If a parcel or product has been damaged during delivery, contact us as soon as possible and keep the product, packaging and delivery label while we investigate.
We may ask for photographs so that we can raise the issue with the delivery provider. Asking you to contact us promptly does not limit your statutory rights.
10. Missing deliveries
If your order has not arrived within the estimated delivery period, please email hello@jonthebeekeeper.co.uk.
We will check the tracking information where available and investigate the delivery with the postal or courier service.
Please check that the delivery address entered at checkout was complete and accurate, as additional delivery costs may apply where an order has to be resent because incorrect or incomplete information was provided.
11. Exchanges
We do not currently offer direct exchanges.
Where an eligible product is no longer wanted, please return it in accordance with this policy and place a new order for the replacement product.
If we have supplied the wrong product or a product is faulty or damaged, please contact us before placing another order.
12. Contact us
For cancellations, returns, refunds or problems with an order, please email:
Please include your order number wherever possible.
Last updated: 18 June 2026