GOLDEN BEES RETURN & REFUND POLICY

Last Updated: 18 August 2026

1. Overview

At Golden Bees, we stand behind the quality of our products and want every customer to have a positive shopping experience.

This Return & Refund Policy explains when products may be returned, exchanged or refunded when purchasing from Golden Bees.

Because we sell honey and other food products, honeycomb, tinctures, beekeeping equipment and apparel, different conditions may apply depending on the type of product.

This policy is intended to operate in accordance with applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA).

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded or waived.

2. Our 30-Day Return Policy

Golden Bees offers a 30-day voluntary return policy for eligible products.

If you change your mind about an eligible product, you may request a return within 30 days from the date you receive your order, provided the product meets the applicable return conditions below.

This 30-day voluntary return policy is separate from and does not replace or limit your statutory rights relating to defective, unsafe, damaged or non-conforming goods.

3. Honey & Natural Crystallisation

Honey is a natural product and may naturally crystallise over time.

Crystallisation is a normal characteristic of honey and does not, by itself, mean that the honey has spoiled or is defective.

Different types of honey can crystallise at different rates depending on their natural composition and storage conditions.

If your honey crystallises, you can gently soften it by placing the sealed container in warm, not boiling, water.

Change of Mind Regarding Crystallised Honey

If you simply do not want crystallised honey or prefer your honey in a liquid state, Golden Bees may accept a return under our 30-day voluntary change-of-mind policy, provided:

• The honey is completely sealed and unopened;
• The tamper-evident seal is intact;
• The product has not been used or consumed;
• The original packaging is intact; and
• The return is requested within 30 days of delivery.

Opened or partially consumed honey cannot be returned for a change-of-mind reason.

This restriction does not affect your statutory rights if the honey is defective, unsafe or otherwise qualifies for a remedy under applicable law.

4. Return Eligibility

Beekeeping Equipment & Apparel

For a voluntary change-of-mind return, products must generally be:

• Completely unused;
• Unworn;
• In their original condition;
• Returned with original tags, accessories and components; and
• Returned in their original packaging where applicable.

Honey, Honeycomb & Tinctures

For a voluntary change-of-mind return:

• The product must be unopened and unused;
• All tamper-evident seals must remain intact;
• The product must remain in its original packaging; and
• The return request must be submitted within 30 days of delivery.

Proof of Purchase

A valid order number, invoice or other reasonable proof of purchase may be required.

5. Defective, Unsafe or Non-Conforming Products

If you believe a product is defective, unsafe, damaged, faulty or does not meet the required standards, please contact Golden Bees as soon as possible.

For honey and other consumable products:

Do not consume a product if you believe there may be a safety problem.

We may request:

• Photographs;
• Videos;
• Order information;
• Batch or product information;
• Packaging information; and/or
• The product itself for inspection or testing.

This allows us to properly investigate the complaint.

Your Statutory Rights

Under section 56 of the Consumer Protection Act, qualifying goods that fail to meet the applicable requirements and standards may be returned within six months after delivery, without penalty and at the supplier's risk and expense.

The consumer may direct the supplier to repair or replace the goods, or refund the price paid, as provided by the Act.

Accordingly, Golden Bees will not require a customer to accept store credit or an alternative product instead of a statutory remedy where the CPA gives the customer a right to choose the applicable remedy.

6. Defective or Unsafe Honey

We take food safety seriously.

If you believe your honey is faulty, contaminated, unsafe or otherwise defective:

1. Stop consuming the product.
2. Keep the honey, container, label and packaging.
3. Contact Golden Bees.
4. Provide your order details and photographs where possible.
5. Allow us a reasonable opportunity to inspect or test the product where necessary.

If the product is found to be defective, unsafe or otherwise qualifies for a statutory remedy, Golden Bees will provide the remedy required by applicable law.

This may include:

• Replacement;
• Repair, where reasonably applicable; or
• Refund of the purchase price.

Where the CPA gives the consumer the right to choose the remedy, Golden Bees will respect that right.

7. Damaged Orders

Please inspect your parcel when it arrives.

If your order arrives damaged, including:

• Broken glass;
• Damaged packaging;
• Damaged honeycomb;
• Leaking product;
• Incorrect product; or
• Missing items;

please contact us as soon as reasonably possible.

Please send photographs showing:

• The shipping box;
• The packaging;
• The damaged product; and
• Any visible damage.

We will investigate the matter and arrange the appropriate remedy.

Where the damage results in goods failing to meet applicable statutory requirements, your rights under the CPA remain unaffected.

8. Incorrect Products

If we send you the wrong product or an item that does not correspond with your order, please contact Golden Bees.

Once the issue has been confirmed, Golden Bees will arrange an appropriate solution, which may include:

• Supplying the correct product; or
• Providing the applicable refund.

Where the error is ours, Golden Bees will cover the reasonable return or replacement delivery costs.

9. Change-of-Mind Returns

Our voluntary 30-day change-of-mind policy allows eligible customers to return qualifying products that they simply no longer want.

For these voluntary returns:

• The product must meet the applicable return conditions;
• Honey and other sealed consumable products must remain unopened;
• The customer is responsible for return delivery costs; and
• The product must be returned within 30 days of delivery.

A change of preference regarding a honey's natural taste, aroma, colour, texture or crystallisation does not by itself establish that the honey is defective.

10. Return Delivery Costs

Change of Mind

For an eligible voluntary change-of-mind return, the customer is responsible for the return delivery cost.

Defective, Unsafe or Incorrect Goods

Where the customer is exercising a statutory right relating to qualifying defective, unsafe or non-conforming goods, return costs will be handled in accordance with applicable law.

11. Exchanges

Golden Bees does not offer a traditional direct exchange for ordinary change-of-mind returns.

However, once an eligible return has been approved, customers may purchase another product separately.

Where Golden Bees offers an exchange option, the customer may select another Golden Bees product of equivalent value.

If the replacement product costs more, the customer will pay the difference.

If it costs less, any applicable refund or credit will be handled according to the circumstances and applicable law.

Important

This voluntary exchange option does not replace or restrict a consumer's statutory right to repair, replacement or refund where such a right applies.

12. Refunds

Once an eligible return has been received and inspected, Golden Bees will notify the customer of the outcome.

Where a refund is approved under our voluntary return policy, we aim to process the refund within 10 business days.

Refunds will generally be made using the original payment method.

Actual processing times may vary depending on the relevant bank, card provider or payment service provider.

Where a refund is required under applicable law, Golden Bees will process it in accordance with the applicable legal requirements.

13. Non-Returnable Items

The following products are generally not eligible for voluntary change-of-mind returns:

• Opened or partially consumed honey;
• Opened honeycomb packaging;
• Opened tinctures;
• Used or worn beekeeping apparel;
• Used or field-tested beekeeping equipment;
• Products that have been altered or damaged through customer misuse;
• Products returned without their required components or accessories;
• Products returned outside the 30-day voluntary return period;
• Gift cards; and
• Certain sale or promotional products where the applicable terms clearly state that voluntary change-of-mind returns are excluded.

These exclusions do not remove or limit statutory rights relating to defective, unsafe or non-conforming goods.

14. Products Damaged Through Misuse

Golden Bees is not responsible for damage caused after delivery through:

• Incorrect use;
• Failure to follow product instructions;
• Neglect;
• Abuse;
• Unauthorised alterations; or
• Other customer actions that caused the product to fail or become damaged.

This does not affect any rights the consumer may have where the underlying problem was already present or where applicable law provides otherwise.

15. How To Request a Return or Report a Problem

Please contact Golden Bees through:

WhatsApp: 084 989 3633
Email: info@goldenbees.co.za

Please provide:

• Full name;
• Order number;
• Product name;
• Reason for the return or complaint; and
• Clear photographs or videos where applicable.

Our team aims to respond within 24–48 business hours.

Please do not send a product back without contacting us first.

We will provide the appropriate return instructions and address where a return is required.

16. Inspection & Testing

Golden Bees may need to inspect or test a product where a customer reports that it is defective, unsafe or otherwise does not meet the required standards.

Customers should retain the product, packaging, labels and other relevant information until the complaint has been resolved.

An inspection or test is intended to help us establish the nature and cause of the reported problem.

An inspection or test does not remove or limit any statutory consumer rights.

17. Food Safety

Because honey, honeycomb and other consumable products are food products, Golden Bees cannot resell a product where its safety, hygiene or integrity cannot reasonably be established.

For this reason, opened or partially consumed honey cannot be returned simply because a customer has changed their mind or does not prefer its natural characteristics.

This restriction does not apply where the consumer is exercising a valid statutory right relating to a defective or unsafe product.

18. Consumer Protection Act

Golden Bees respects the rights provided to consumers under the Consumer Protection Act 68 of 2008.

Consumers are entitled to receive goods that meet the applicable standards of quality, safety and suitability.

Section 55 sets out important standards applicable to goods, while section 56 provides an implied warranty of quality and specific remedies for qualifying defective, unsafe or failed goods.

Where the law provides a consumer with a specific remedy or choice, this policy does not override that right.

19. No Waiver of Consumer Rights

Nothing in this Return & Refund Policy is intended to:

• Exclude a consumer's statutory rights;
• Remove a remedy provided by law;
• Prevent a consumer from exercising a right provided by applicable legislation; or
• Exclude liability where such exclusion is prohibited by law.

If any provision of this policy conflicts with a mandatory provision of South African law, the applicable law will prevail.

20. Contact Golden Bees

Golden Bees

📱 WhatsApp: 084 989 3633
📧 Email: info@goldenbees.co.za

Operating Hours:
Monday–Friday
Excluding South African public holidays

Response Time:
We aim to respond within 24–48 business hours.