Refund policy

RETURNS or DAMAGED GOODS

We’re committed to the quality of our products and your satisfaction. If something isn’t right with your order, please get in touch - we’ll do our best to make it right. 

Because our products are food items, we’re unable to accept change-of-mind returns.

We take every care packing your parcel given the fragile nature of glass bottles. However, we rely on a third-party courier to deliver your order in the same condition it left us. 

If there's an issue with your order, please get in touch within 48 hours of receiving it and we'll do our best to make it right. Email smokyveils@gmail.com with the following:

  • Use “Return/Damaged/incomplete order” in your subject line

  • Your order number and name

  • Full description of issue, condition, damage, incorrect or missing items

  • Photographic evidence of the order and packaging

Please do not dispose of any items until we advise you to - we are often required to return goods to the courier for inspection. We'll arrange a replacement, store credit, or refund as appropriate once the claim has been assessed.

If you need to return a product, please contact us first so we can authorise the return and expect its arrival. Unauthorised returns will not be accepted. Approved returns must be received by us within 15 calendar days of delivery to you, in their original condition and packaging where possible.

Courier costs are generally non-refundable for undelivered, unclaimed, or returned packages, unless the error was ours. Return freight costs are the responsibility of the customer unless the return is due to our error.

If you receive a parcel that looks damaged on arrival, please note this when signing for it (if that shipping option was selected) - signing without noting damage may affect the outcome of any courier claim.

Your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986 always apply.

Natural Product Variation

Honey is a natural product. We produce small batch seasonal honey, which means flavour, colour, and aroma can vary between batches depending on what the bees are foraging - influenced by the weather and what's flowering that season. We take pride in the natural character of each batch and welcome any feedback about your experience. However, variation between batches is not considered a fault or defect and does not constitute grounds for a return or refund.

Our honey may also naturally crystallise over time, particularly in cooler temperatures. This does not affect the quality of the product and is not a defect. See our FAQ for guidance on how to soften crystallised honey.

LATE OR MISSING REFUNDS

If you haven’t received your refund yet if approved, please work through the following steps:

  • Check your bank account again — sometimes refunds appear without a notification

  • Contact your credit card company — it may take a few days before a refund is officially posted

  • Contact your bank — there is often some processing time on their end

If you’ve done all of the above and still haven’t received your refund, please email us at smokyveils@gmail.com and we’ll look into it.

CONTACT US:

Get in touch at smokyveils@gmail.com and we’ll be happy to help. We like to hear feedback and suggestions from our customers.

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