Refund policy

For eligible online purchases, you have 14 days after receiving your item to tell us that you wish to cancel or request a return. You then have a further 14 days after notifying us to send the item back. This does not affect your statutory rights.

Please return items in their original condition and packaging where possible, with proof of purchase. You may inspect eligible items as you would in a shop. Hygiene seals must remain intact where the health or hygiene exception applies. We may reduce a refund for handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

To start a return, you can contact us at willowparkhoney@hotmail.com. Please note that returns will need to be sent to the following address: Willow Park Honey, 45 Reynolds Drive, Halstead, Essex, CO9 2FZ

Contact us before sending your return so we can provide the correct return instructions. For eligible change-of-mind returns, you are responsible for return postage. If an item is faulty, damaged or incorrect, contact us so we can arrange an appropriate remedy and cover reasonable return costs.

You can always contact us for any return question at willowparkhoney@hotmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Change-of-mind cancellation rights do not apply to goods that deteriorate or expire rapidly, genuinely personalised or custom-made goods, or sealed goods that are unsuitable for return for health or hygiene reasons once unsealed. This is not a blanket exclusion of all honey or personal care products. Please contact us if you are unsure whether an item is eligible. These exclusions do not affect your rights if goods are faulty, damaged or not as described.

Sale items have the same statutory cancellation and faulty-goods rights as full-price items. Please contact us about gift cards before purchase if you need to clarify the cancellation terms.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. For eligible cancellations, we will refund your original payment method without undue delay and no later than 14 days after receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. We will also refund the basic standard delivery charge where required; any extra charge for a premium delivery service is not refundable. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you have not received your refund within the applicable period, please contact us at willowparkhoney@hotmail.com.