Returns policy
Food safety limits what we can take back. Here is exactly where we stand.
Damaged or wrong items
If a jar arrives broken, leaking, or is not what you ordered, tell us within 48 hours of delivery and send a photograph. We will replace it or refund it, your choice, and we do not ask you to return it.
Unopened jars
Unopened jars in their original condition can be returned within 7 days of delivery for a refund of the product price. Return postage is yours unless the fault was ours.
We cannot accept opened food products back. This is a food safety limit, not a preference.
Crystallised honey is not a fault
Crystallisation is normal in raw honey and is not grounds for a return. Most of our honeys set within a few months, some within weeks. Stand the jar in warm water and it returns to liquid.
If you would rather have a honey that stays liquid, our Acacia is high in fructose and resists setting for a year or more. We are happy to advise before you order.
Variation between harvests is not a fault
We do not blend batches, so colour, aroma and taste shift between harvests. That is a property of unblended single-origin honey. If a jar tastes different from your last one, that is the product working as intended.
If a jar tastes wrong — fermented, sour, or fizzing — that is a genuine fault. Contact us with the lot number from the base and we will replace it.
Refunds
Refunds go back by the same method you paid, within five working days of us agreeing the return. M-Pesa refunds usually land the same day.
How to start a return
Message us on WhatsApp or use the contact form with your order reference and, where relevant, a photograph. There is no form to fill in and no return authorisation number to chase.