Sales Postage and Returns Policy
Bella Bees Honey is committed to providing quality goods and services to you. This policy outlines our ongoing obligations to you in respect of sales and returns.
If you’re looking to return or exchange your Honey order for whatever reason, we’re here to help! We offer a refund or replacement within 30 days of receiving your order.
Should you have an issue with any of our products, your first point of contact should be an email to [email protected] giving us details of the problem. We will then give you a phone call to discuss and sort out the problem with you personally, as quickly as possible. Here are some of examples of issues and how we deal with them.
Packaging and Postage
At Bella Bees Honey charge a standard fee of A$13.64 plus GST (A$15.00) for Packaging and Postage on sales of less than A$100. For sales of over A$100 postage is free. We track all packages with Australia Post and will send you a shipping tracking number with the order invoice. We ship packages once per week, usually on a Wednesday so your order should take between 5-7 working days to reach you within Australia.
My Honey Did Not Arrive
At Bella Bees Honey we track all packages with Australia Post and will have sent you a shipping tracking number with the order invoice. We will assist with taking the matter up with Australia Post but can only rely on the information they provide to us. We would look into this matter on a case by case basis, but if required, we will replace it with the same product or give you an online store credit or give you a refund for that same product, less the cost of the original shipping and packaging.
My Honey Arrived Damaged
At Bella Bees Honey, we do our best to pack the honey jars, so it arrives in perfect condition. Still, if the jar(s) in your package is damaged in transit or tampered with in any way, no problem. We will replace it with the same product or give you an online store credit or give you a refund for that same product, less the cost of the original shipping and packaging. For this to happen, please do the following:
– Please take pictures of the damaged packaging.
– Please take pictures of the damaged honey jar.
– Please note the tracking number and any other details that may be relevant and include these details in your email.
Send them to us via email [email protected] with a detailed explanation and we will be in touch with you to discuss the next steps.
Something is wrong with the Honey
If you open your honey and taste or notice something “wrong”, or you don’t like it, no problem we will replace it with the same product or give you an online store credit or give you a refund for that same product, less the cost of the original shipping and packaging.
Please contact us via email so we can call you on the phone and discuss the matter further, but please also consider the information, available on our Honey & Bee Facts page first.
When most people taste raw honey for the first time, most are very surprised by how different it tastes, compared to the generic commercial supermarket honey that they may have eaten in the past.
Mass-produced and commercial honey is generally highly processed, super filtered and heat-treated to slow down or prevent the crystallisation process from occurring.
As Bella Bees Honey is raw, natural and unprocessed honey. It is cold spun extracted from honeycombs, then coarsely strained to remove large chunks of comb wax. It is then packed with care and labelled as is, with no further treatment.
Because we do not “fine filter” or process, or heat treat our honey, from time to time, you may find a few very fine particles in your honey.
No need to be alarmed; we promise it is not dirt or foreign material.
These natural, fine particles could be one of three things; trace pollen from the hives, propolis particles, or fine particles of honeycomb wax, all of which are entirely natural, and edible.
That said if something is wrong with the honey, no problem we will replace it with the same product or give you an online store credit or give you a refund for that same product, less the cost of the original shipping and packaging.
This is Not what I ordered
At Bella Bees Honey, we do our best to pack and send the honey out as quickly as possible from the time you ordered, but sometimes mistakes happen. In the unlikely event, we have made a mistake and sent you the wrong product – a different product from what was on your original order. No problem we will replace it with the correct product or give you an online store credit or give you a refund for that product, including the cost of the original shipping and packaging.
Sending honey Back to us
For health and safety reasons, we cannot accept honey sent back to us. We can only discuss a solution for replacement, store credit or refunds on the phone or via email to resolve the matter as quickly as possible. Please do not send any honey back to us.
How long does it take for a refund, replacement product, or online store credit?
Depending on your method of payment and the bank/credit cards refunds to your original method of payment usually take 2-3 weeks. Bank transfer payments typically take 3-5 business days. Replacement products 3-5 business days to arrive back to you and online store credit will be available within 1-2 days and has an expiry date of six (6) months from the day of application.
Any shipping fees the customer will need to pay?
If we are replacing a product, we will cover the cost of shipping the replacement product.
If we are offering you a refund, we will deduct the cost of the original shipping fees.
If we are offering you an online store credit, we will include the cost of the original shipping fees.
Contact information if you have more questions
If you have any queries or complaints about this policy, please contact us at:
Unit 4 / 27 Erceg Rd, Yangebup
Western Australia, 6164
T: +61 409 968 986