Refund Policy

General Return Eligibility

Our return and refund policy is valid for 10 calendar days from the date of order delivery. If 10 days have passed since you received your order, we regret that we cannot process any refund, exchange, or return request.

To be eligible for a return, all returned honey products must be unused, unopened, in original sealed condition, and intact original packaging. All factory seals, labels, and packaging must be undamaged. Any opened, used, or damaged products due to customer improper storage are not eligible for standard return.

As honey is a perishable food product, it is non-returnable once opened or seal-broken, which complies with Australian food safety regulations.

Non-Returnable & Non-Refundable Items

The following situations and products are not eligible for return, refund or exchange:

• Opened, unsealed, consumed or partially used honey products;
• Products damaged due to customer improper storage, high temperature exposure or man-made damage;
• Return requests submitted more than 10 days after delivery;
• Discounted promotional items, clearance products (unless defective on arrival).

Defective & Damaged Goods Exception (Food Safety Guarantee)

We provide an exclusive after-sales guarantee for honey products. If you receive damaged, leaked, contaminated, or defective honey goods due to logistics or factory quality issues, please contact our customer service within 48 hours of delivery with photo or video proof. We will arrange a full refund, free replacement, or reshipment for eligible cases, with no return shipping fee required.

Return Application Requirements

• Valid purchase proof, order number, or receipt is mandatory for all return and refund processing;
• Do not return any products directly to the manufacturer. All returns must follow our official customer service return instructions.

Partial or No Refund Rules

We reserve the right to issue a partial refund or reject refund requests completely under the following circumstances:

• Return requests exceeding the 10-day valid return period;
• Returned products with broken seals, damaged packaging, missing accessories, or obvious signs of use;
• Products damaged due to personal transportation or improper preservation after delivery.

Official Refund Processing Procedure

Once we receive, inspect and verify your returned items comply with return eligibility:

1. Our team will send an approval or rejection email notification within 2–3 business days;
2. If your request is approved, the refund will be initiated immediately, and the funds will be credited to your original payment method.

Standard refund processing cycle: 3–7 business days (subject to the processing rules of your payment platform and bank).

Late or Missing Refunds Troubleshooting

If you have not received your refund after the above processing cycle, please follow the steps below:

• Double-check your bank account and payment wallet records;
• Contact your credit card issuer or payment platform, as bank system delays are common;
• Confirm with your bank for pending transaction processing status.

If the problem remains unresolved, please contact our support team for further investigation.

Return Shipping Terms

To apply for a return, please contact our official customer email to obtain the official return shipping address and operation guidelines.

• Standard customer-initiated returns: All return shipping fees are borne by the customer and are non-refundable;
• If a refund is approved for customer-initiated returns, the return shipping cost will be deducted from your final refund amount;
• For product exchange orders, new delivery transit time varies according to the customer delivery location;
• For orders valued over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot confirm receipt of returned parcels without valid tracking information and will not be responsible for lost returned items caused by untraceable delivery.

Contact Information

For all refund, return, exchange and after-sales inquiries, please contact our official customer support at hello@honeyconnection.com.au.