Return, Refund & Dispute Policy

2. Refund Policy

We want you to be fully satisfied with your purchase. In cases of issues beyond your control (e.g., damaged goods, incorrect items), we will offer a refund or replacement. Refunds will be processed to the original payment method used during checkout via Stripe.

Refund Eligibility

You may be eligible for a refund in the following case:

• Damaged or Defective Items: If your product arrives damaged or defective, please contact us within 7 days of delivery. We will arrange for a full refund or a replacement, depending on your preference.

Refund Process

1. Contact Us: Send an email to info@denbeehoney.co.uk with your order number, a description of the issue, and relevant photos (if applicable). Subject line: "Refund Request – Order #[Order Number]"
2. Verification: Once we receive your email, we will verify the issue. If the item is eligible for a refund, we will process the refund via Stripe and notify you when the refund has been completed.
3. Processing Time: Refunds are typically processed within 3-5 business days of approval, but please allow up to 10 business days for the funds to appear in your account, depending on your payment method and bank.

Please note that refunds are only issued for damaged, defective, or incorrect products. We cannot process refunds for reasons related to customer preference or product dissatisfaction (e.g., taste preference or no longer needed).

3. Shipping Information

Currently, we only ship to the United Kingdom (UK). We are working hard to expand our shipping options to other countries soon, and we will update our website as soon as international shipping becomes available.

Please note that all shipping rates are calculated at checkout, and we aim to provide prompt delivery within the UK.

4. Dispute Resolution

If a dispute arises regarding your order or payment, we encourage you to first contact us directly to resolve the issue. Our customer service team is available to assist you and will work diligently to address your concerns.

Disputing a Charge

If you have a concern with your charge that cannot be resolved through customer support, you may dispute the charge through your payment provider (e.g., Stripe).

Please note: Chargebacks are costly and time-consuming for both parties. We encourage you to contact us before disputing a charge with your bank or payment provider, as we are happy to resolve any issues directly and ensure your satisfaction.

Chargeback Process

If you initiate a chargeback through Stripe or another payment processor, we may be required to provide evidence to dispute the chargeback. This could include order confirmation details, proof of delivery, or communication between you and our customer support team.

Possible Consequences

If a chargeback is initiated inappropriately, we may restrict your ability to make future purchases with us, and any related fees may be passed onto you.