How returns and refunds work
Not happy with your order? Here’s how returns and refunds work for our courses, bees, and honey, and what UK law means for each.
Bought something that hasn’t worked out? Don’t worry, we’ll help you sort it. We want you happy with everything you buy from Black Mountain Honey, so here’s a no-nonsense guide to returns and refunds.
What you can return depends on what you bought, so we’ve split it out by product below.
How to reach us
Reply to your order confirmation or message us. Give us your order number and what’s gone wrong, with a photo if it helps. We aim to reply within 24 hours.
Once a refund’s agreed, it goes back to your original payment method within 14 days. No faff.
Our Promise
If something’s gone wrong with your order, get in touch and we’ll make it right. It is as simple as that.
Online courses
This covers 14-Day Beekeeper Basics and The 14-Day Beekeeper.
You get instant access, so we can’t take a course back like a physical product. But we still want you happy with it.
You’ve got 14 days from purchase to change your mind and get a full refund, as long as you haven’t worked through the whole course.
If something’s wrong, like a video that won’t load, tell us and we’ll fix it or refund you, however long ago you bought it.
Our queens and nucs
We know this is the big worry. You’re waiting on live bees, and the fear is that they turn up dead or struggling after the journey. So here’s exactly how we handle it.
Because they’re living creatures, queens and nucs can’t be sent back or swapped like a jar of honey, and you obviously can’t repair a bee.
Getting them to you alive and healthy is entirely on us, and we take that seriously.
We pack our bees carefully and post them so they spend as little time in transit as possible. If your queen or nuc arrives dead or clearly struggling, here’s what to do:
- Open the box and check them as soon as they arrive
- Take a few clear photos or a short video before you do anything else
- Email us within 8 hours of delivery with your order number and those photos
We’ll then sort you out with a replacement in the next available batch, or a full refund if you’d rather. No arguments and no hoops. Losing bees in the post is gutting, and we’d never leave you out of pocket over it.
Worth knowing before you panic. Bees can look still and lifeless when they’re cold or clustered after a dark journey, then perk up once they warm and settle. If you’re not sure what you’re seeing, put them somewhere quiet and get in touch, and we’ll help you work it out.
Our honey
Honey is food, so for hygiene reasons we can’t take it back once it’s on its way to you.
If it turns up damaged, leaking, or it’s not what you ordered, that’s on us. Let us know within 7 days with a photo and we’ll replace it or refund you.
Faulty, damaged, or wrong orders
Whatever you bought, if it arrives faulty, damaged, or not as ordered, you’re covered. Depending on what it is, that means a repair, a replacement, or a refund. Tell us what’s happened and we’ll take it from there.
Your legal rights
None of this affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For more, Citizens Advice is a good place to start.
