At Bee Positive, we take immense pride in harvesting the highest quality 100% Raw Certified New Zealand Manuka Honey. We stand behind every jar we sell. If you are not completely satisfied with your purchase, or if your package encounters any issue during delivery, we are committed to making it right quickly and fairly.
1. Return Policy & Time Windows
New Zealand Domestic Orders
You may request a return within 14 calendar days of receiving your delivery. Returned items must be unopened, in their original condition, with tamper-evident security seals intact.
International Orders
Due to international food hygiene and customs regulations, return requests for international orders are accepted within 7 calendar days of delivery in cases of transit damage, product defects, or fulfillment errors.
2. Food Safety & Biosecurity Compliance
Raw Manuka Honey is an organic, consumable food product regulated under the New Zealand Food Act 2014 and Ministry for Primary Industries (MPI) export standards.
For biosecurity and consumer hygiene reasons, opened jars of honey cannot be returned or restocked once the tamper-evident seal is broken, unless there is a verified product defect or batch inconsistency.
3. 100% Damaged in Transit Guarantee
Every parcel is securely packaged using heavy-duty protective honey sleeves. However, if your order arrives cracked, leaking, or damaged by the courier:
Please take clear photographs of the damaged product and outer packaging.
Email our customer care team at [email protected] within 7 days of delivery.
We will arrange an immediate free replacement or a full refund to your original payment method.
You will not incur any return shipping or restocking costs.
4. Refund Processing & Payment Methods
Once your return or refund claim is reviewed and approved by our team:
Refunds are credited directly to your original payment method (Credit Card, Debit Card, or original checkout payment method).
Processing time typically takes 3 to 5 business days depending on your banking institution or card issuer.
You will receive an automated email notification confirming the processed refund and reference ID.
5. Order Cancellations
You may cancel your order for a 100% refund at any point before your parcel has been handed over to the courier. Because our fulfillment team dispatches parcels within 24 business hours, please contact us immediately via email or WhatsApp if you wish to amend or cancel an order.
6. Step-by-Step Return Process
Contact Customer Care: Email [email protected] with your Order Number (e.g., BP-1024) and reason for return.
Return Authorization: Our team will confirm the return address and provide a prepaid courier return label (if return is due to damage/error) or return shipping instructions.
Dispatch Package: Securely package the items and hand them to the designated courier.
Resolution: Upon receipt and inspection at our Auckland facility, your refund will be issued within 3 business days.
7. Customer Care & Support Resolution
If you have any questions or unresolved issues regarding a return, delivery, or refund, our customer support team is here to assist you:
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