Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at jurassicbees@outlook.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at jurassicbees@outlook.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at jurassicbees@outlook.com.

GOVERNING LAW

These terms and conditions and all transactions relating to this website are governed by the laws of England and Wales and are subject to the non-exclusive jurisdiction of the English courts.

We reserve the right to amend these terms and conditions at any time. Any changes will take effect from the date they are published on this website.

CANCELLATIONS AND RETURNS (NON-LIVE GOODS)

In accordance with the Consumer Contracts Regulations, we accept returns of non-live goods for up to 14 days after receipt, excluding live bees and queens.

To request a return, you must contact us first by email at jurassicbees@outlook.com or by telephone on 07769 921138, quoting your order number and reason for return.

Returned items must be:

  • unused

  • complete

  • in “as new” condition

  • returned with original packaging where possible

Return postage is the responsibility of the customer unless the item is faulty.

Refunds will be issued to the original payment method and will exclude the original delivery charge. Where delivery was free, we reserve the right to deduct an appropriate delivery cost.

LIVE BEES AND QUEENS (NUCLEUS COLONIES & QUEENS)

Due to their nature, live bees and queens are exempt from the statutory 14-day right to cancel under the Consumer Contracts Regulations.

Deposits

All deposits paid on nucleus colonies and queen orders are non-refundable. This is because live bees are specifically raised, managed, and allocated to individual customer orders.

Cancellations – Nucleus Colonies

Orders for nucleus colonies may be cancelled up to 14 days before the agreed delivery or collection date.

If a nucleus colony order has been paid in full and is cancelled within this timeframe, a refund will be issued minus the non-refundable deposit.

Cancellations made within 14 days of the agreed delivery or collection date will not be accepted, and no refunds will be issued.

Cancellations – Queens

Orders for live queens may be cancelled up to 24 hours before dispatch.

Fully paid queen orders cancelled within this timeframe will be refunded minus a £5 administration fee. Deposits paid on live queens are non-refundable.

Supplier Cancellation

If we are unable to supply a live bee or queen order and need to cancel, any payments made (including deposits) will be refunded in full.

DELIVERY, COLLECTION & RISK TRANSFER (LIVE BEES)

All delivery and collection dates for live bees are estimates only and are subject to colony development, seasonal conditions, weather, and bee welfare.

We reserve the right to delay delivery or collection if conditions are not suitable for the safe transport or installation of bees.

Responsibility for live bees transfers:

  • on collection, when the customer takes possession

  • on delivery, once the bees are handed over or signed for

No returns or refunds will be accepted once live bees or queens have been dispatched or collected.

PAYMENT TERMS (NUCLEUS COLONIES)

Final payment for nucleus colonies is due no later than 14 days before the agreed delivery or collection date.

We will contact customers 2–4 weeks in advance to confirm progress, agree a delivery or collection date, and issue the final invoice.

Failure to make payment by the due date may result in the order being cancelled and the deposit forfeited.

GUARANTEES, ISSUES & REPORTING (LIVE BEES)

All nucleus colonies are supplied with a 5-day guarantee, as outlined in the care sheet issued with your invoice. This guarantee is provided in addition to your statutory rights.

Any concerns with live bees or queens must be reported on the same calendar day as delivery or collection, by telephone or email.

We will make reasonable efforts to assist and advise. However, once a queen or nucleus has been introduced into a hive, responsibility passes to the beekeeper and no refunds will be issued.

If a queen arrives deceased, you must contact us on the same day. We will advise on the return of the queen cage. A replacement will be issued once only, provided the cage has not been opened, tampered with, or introduced to a colony.

GENERAL STOCK ORDERS (NON-LIVE GOODS)

Goods are dispatched once payment has cleared. Orders placed before 12 noon are usually dispatched the same working day, though delays may occur during peak season.

Delivery is via Royal Mail Tracked48 or FedEx. Tracking details will be provided.

Goods left in a safe place at the customer’s request are left entirely at the customer’s risk.

Glass jars are collection-only unless otherwise agreed. Any courier delivery of jars is undertaken at the customer’s risk.

Orders containing live queens and general stock items are dispatched separately unless otherwise agreed.

RETURN OF FAULTY GOODS (NON-LIVE GOODS)

If you receive faulty goods, please contact us within 28 days of delivery, quoting your name and order number.

We will offer a refund or replacement in accordance with your statutory rights.

This does not cover faults caused by accident, misuse, neglect, or normal wear and tear. For consumable items, the guarantee period is three months from delivery.

Any refund due for faulty goods will include applicable delivery charges. Replacement goods are sent by standard delivery.