Terms & Conditions
Last updated: 11 September 2026
These terms apply when you buy honey from RawHoney.co.uk as a consumer. Please read them before ordering and keep a copy for your records.
1. About us
Email: [email protected]
2. Our honey
Our range includes honey from our own Somerset hives and selected imported varieties. Please check the individual product's origin, variety and net weight before ordering.
Honey is a natural product. Its colour, aroma, flavour and consistency can vary between harvests. Runny honey may crystallise over time, and soft set honey has a naturally crystallised, spreadable texture. These characteristics do not, by themselves, mean that honey is faulty. Your rights still apply if a product is unsafe, faulty or does not match its description.
Product photographs illustrate the honey and presentation. Props such as bread, bowls and honey dippers are not included unless the listing expressly says so. Natural appearance may vary, but we will supply the variety, quantity and origin you ordered.
Store honey with the lid closed in a cool, dry place away from direct sunlight, and follow any instructions and best-before information on the label. Honey must not be given to children under 12 months old.
3. Placing an order
Add your chosen products and quantities to the basket, enter your delivery and payment details, and check the total before submitting the order. You can correct errors before payment. If you notice an error afterwards, contact us promptly and we will help where possible.
Orders are placed in English. An automated order acknowledgement confirms that we have received your order; we accept it when we send an email confirming dispatch. The contract is formed at that point, even if payment was taken earlier.
If we cannot accept an order, for example because stock is unavailable or a payment cannot be verified, we will let you know and promptly refund any payment taken. We will not substitute a different honey without your agreement.
4. Prices, payment and offers
Prices are in pounds sterling and include any applicable taxes. The total, including delivery charges for any optional service, is shown before you pay. Payments are processed through Stripe using the payment methods offered at checkout.
Mix-and-match and other multi-buy offers apply to the eligible products and quantities stated in the offer. The qualifying discount is shown before payment. Changes to prices or offers do not alter an order we have already accepted.
If we discover a pricing error before accepting your order, we will explain it and give you the choice of proceeding at the correct price or cancelling for a full refund. We will never take an additional payment without your agreement.
5. Delivery
We accept orders for UK delivery addresses supported at checkout. Standard UK delivery is free. Any optional delivery services, restrictions and estimated times are shown before you pay.
We will deliver within the agreed period or, if no different period has been agreed, within 30 days. If an order is delayed, please contact us. If we miss a delivery deadline that was essential and agreed before ordering, or refuse to deliver, you can cancel for a refund. Otherwise, you can give us a reasonable additional time to deliver and cancel if we do not meet it.
We remain responsible for the goods until you, or someone you have nominated to receive them, takes possession. If our delivery provider loses or damages the parcel, please contact us so we can resolve it; you do not have to pursue the carrier yourself.
6. Changing your mind or cancelling
You can cancel an order before dispatch. For eligible goods, you can also cancel without giving a reason until 14 days after the day you receive them. If one order is delivered in separate parts, the period runs from receipt of the last part.
Tell us clearly that you wish to cancel by emailing [email protected] or writing to our business address. Include your name and enough information to identify the order. You may use the cancellation form below, but you do not have to use a particular form or obtain our permission to cancel.
Send cancelled goods back to the returns address in section 1 within 14 days of telling us. You pay the direct return postage for a change-of-mind return. Pack glass jars securely; keeping proof of posting is sensible.
Food-safety seals: where honey is supplied with a seal protecting it for health or hygiene reasons, the change-of-mind cancellation right is lost if that seal is broken after delivery and the product is consequently unsuitable for return. Opening the outer delivery box alone does not remove your right to cancel. This exception does not affect your rights if the honey is faulty, damaged or not as described.
We do not exclude unopened honey from cancellation simply because it is food. If handling beyond what would reasonably be allowed in a shop reduces the value of eligible returned goods, we may make the deduction permitted by law. We do not charge a cancellation or restocking fee.
7. Refunds following cancellation
For a cancelled order, we refund the amount paid for the goods and any standard outward delivery charge. If you chose a more expensive delivery service, we refund only the cost of the cheapest standard service offered. Where standard delivery was free, there is no delivery payment to refund.
We refund without unnecessary delay and no later than 14 days after receiving the returned goods or evidence that you sent them back, whichever comes first. If no goods were sent, or we have offered to collect them, the deadline is 14 days after you tell us you are cancelling.
Refunds use the original payment method unless you agree otherwise, with no refund fee. For a partial return, the refund reflects the price actually paid for the returned items, with any shared discount allocated fairly. We do not retrospectively add a standard delivery charge because you returned an item.
If a statutory cancellation, return or reimbursement deadline falls on a Saturday, Sunday or public holiday, it extends as required by law to the next working day.
8. Damaged, faulty or incorrect goods
Please contact us if your parcel arrives damaged, something is missing, or the honey is not as described. Your order number, photographs and the batch details on the label can help us investigate, where available. A delay in reporting a problem does not automatically remove your legal rights.
Do not consume honey from a broken jar or a container you believe may have been contaminated. Let us know so we can arrange a safe resolution.
You have rights under the Consumer Rights Act 2015 to goods that match their description, are of satisfactory quality and are fit for their purpose. For faulty honey, you will normally have a right to reject it for a refund within 30 days of delivery. Further rights, including replacement or refund where appropriate, can apply after that period.
We will arrange any necessary return or collection and cover reasonable return costs for faulty, damaged or incorrect goods. The change-of-mind restrictions in section 6 do not apply to these rights, including where a problem is discovered after opening a jar.
9. Questions, complaints and your rights
Email [email protected] with any question or complaint. We will look into it and aim to resolve it fairly. If we cannot settle a dispute, we will provide information about any relevant alternative dispute resolution process and whether we can take part.
Nothing in these terms limits your statutory consumer rights or liability that cannot legally be excluded, including liability for fraud or death or personal injury caused by negligence.
These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you retain the mandatory protections and rights to bring proceedings in the courts available to you where you live.
Our Privacy Policy explains how we handle personal information. Any later changes to these terms apply to future orders; the version agreed when your order was placed applies to that order.
10. Cancellation form
Use this only if you wish to cancel. You can copy it into an email or print it and send it to us.
The statutory model cancellation form is also available. A clear email or letter is sufficient; using a form is optional.
To: [LEGAL SELLER NAME], trading as RawHoney.co.uk
Address: [BUSINESS POSTAL ADDRESS]
Email: [email protected]
I/we give notice that I/we wish to cancel the contract for the purchase of the goods listed below.
- Goods to be cancelled:
- Order reference, if available:
- Date ordered / date received:
- Customer name(s):
- Customer address:
- Signature(s), for a paper form only:
- Date of this notice: