Refund & Returns Policy
At The Hive & Hide, we want you to be happy with your purchase. If there is a problem with your order, please contact us as soon as possible so that we can assist you.
This policy explains how returns, refunds, exchanges and damaged goods are handled for purchases made through The Hive & Hide.
Returns
We accept eligible returns within 7 days of delivery.
To qualify for a return, the product must:
- Be unused and unopened.
- Be in its original condition.
- Be returned in its original packaging.
- Include proof of purchase or your order number.
Please contact us before returning any product. Returns sent without prior arrangement may not be accepted.
Food Products
For health, hygiene and food-safety reasons, opened food products, including honey, cannot be returned simply because you have changed your mind.
If a food product arrives damaged, leaking, incorrectly supplied or otherwise defective, please contact us as soon as possible with your order details and photographs of the product and packaging.
Honey Crystallisation
Crystallisation is a natural process that occurs in pure honey and does not mean that the honey has spoiled or is defective.
The rate at which honey crystallises can vary depending on its natural composition, floral source and storage conditions.
For this reason, crystallisation alone is not considered grounds for a refund or return.
Non-Returnable Items
For hygiene, food-safety or product-integrity reasons, certain products may not be eligible for a change-of-mind return once opened or used.
These may include:
- Opened honey or other food products.
- Opened or used balms and personal-care products.
- Used candles.
- Products damaged through misuse or improper storage.
- Products that are no longer in their original condition due to circumstances unrelated to The Hive & Hide.
This does not affect your rights where goods are defective, unsafe or otherwise required to be remedied under applicable South African consumer law.
Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives.
If your order is damaged, defective, leaking, missing an item, or you received the incorrect product, contact us as soon as reasonably possible.
Please provide:
- Your name and order number.
- A description of the problem.
- Photographs of the affected product.
- Photographs of the packaging where applicable.
Once we have reviewed the issue, we will advise you of the appropriate solution, which may include a replacement, exchange or refund.
Refunds
Once an approved return has been received and inspected, we will notify you regarding the outcome.
Where a refund is approved, it will generally be processed using the original payment method used for the purchase.
Please allow additional time for your bank or payment provider to process and reflect the refund after it has been issued.
If you believe an approved refund has not been received after a reasonable processing period, please contact us.
Exchanges
Where applicable, products may be exchanged if they are defective, damaged or incorrectly supplied.
Please contact us before returning an item for exchange so that we can confirm the return procedure and availability of a replacement product.
Sale and Promotional Items
Sale or promotional products are subject to the same protections applicable to defective or incorrectly supplied goods.
Change-of-mind returns for sale or clearance products may be restricted where permitted by applicable law. Any specific restrictions will be communicated at the time of sale.
Return Shipping
Please contact us before shipping a return. We will provide the appropriate return instructions.
For an approved change-of-mind return, the customer may be responsible for the cost of returning the product.
Where a return results from an error by The Hive & Hide, or where goods are defective or incorrectly supplied, we will handle reasonable return arrangements in accordance with applicable consumer law.
We recommend using a trackable courier service when returning higher-value items.
The Hive & Hide cannot accept responsibility for returned parcels that are lost before reaching us where the customer arranged the return shipping.
Courier Damage
If your parcel appears to have been damaged during delivery, please photograph the parcel before disposing of the packaging.
Where possible, send us photographs showing:
- The exterior courier packaging.
- Any damaged packaging.
- The damaged product.
- The courier label.
This helps us investigate the matter with the courier and resolve your order as quickly as possible.
Cancellations
If you wish to cancel an order, please contact us as soon as possible.
If the order has not yet been dispatched, we will try to cancel it before shipment.
If the order has already been handed over to the courier, it may need to be treated as a return and applicable return or delivery costs may apply, subject to your statutory rights.
Consumer Rights
Nothing in this policy is intended to remove or limit any rights you may have under applicable South African consumer protection legislation, including the Consumer Protection Act and other applicable laws.
Where this policy conflicts with a right that cannot legally be excluded, the applicable law will take precedence.
Need Help?
For questions about returns, refunds, damaged products or exchanges, please contact:
The Hive & Hide
Email: [insert your customer service email]
Phone/WhatsApp: [insert contact number]
Location: Randburg, Gauteng, South Africa
Please include your order number when contacting us about an existing purchase.
