Terms & Conditions

Last Updated: February 2026

These terms and conditions govern the use of our website huhney.theheath.uk and the purchase of products (including subscriptions) from HIVES ON THE HUH. Please read them carefully before placing an order. By subscribing or purchasing, you agree to be bound by these terms.

INFORMATION ABOUT US

HIVES ON THE HUH is a family-run apiary based in Ipswich, Suffolk.

  • Contact: Contact Us
  • Address: 17 Ramsey Close, Ipswich, IP2 9EA

SUBSCRIPTION CONTRACTS & RENEWALS

If you purchase a "Monthly Honey Subscription," the following specific terms apply in addition to our standard terms:

  • Rolling Contract: Your subscription is a rolling monthly contract. By signing up, you authorise us to charge your chosen payment method the recurring subscription fee every month until you cancel.
  • Frictionless Cancellation: In compliance with the Digital Markets, Competition and Consumers Act (DMCC) 2024, you may cancel your subscription at any time via your Customer Portal on this website. Cancellation is designed to be as easy as signing up.
  • Cancellation Deadline: To avoid being charged for the next billing cycle, cancellation requests must be received at least 3 days before your next scheduled payment date.
  • Renewal Reminders:
    • For monthly rolling plans, we will send a reminder of your subscription status every 6 months.
    • For any annual renewal (if applicable), we will send a formal "Renewal Reminder" 7–14 days before the renewal date, stating the renewal price and your right to cancel.
  • Payment Failures: If your automatic payment fails (e.g., due to card expiry or insufficient funds), we will automatically send you an email with a secure link to complete the payment manually. We reserve the right to suspend delivery until payment for the billing period is successfully received.
  • Price Changes: We guarantee your subscription price will not change without notice. If we need to change the price of your subscription, we will notify you via email at least 14 days in advance. You will have the option to cancel at no cost before the new price takes effect.

While you can cancel easily via your online account, the Model Cancellation Form wording is also available on our Contact Us page, should you wish to copy it and notify us by email or post.

DELIVERY & LOCAL "BEE-LIVERY"

  • Shipping: We utilize Royal Mail and other carriers. We are not responsible for delays caused by the carrier once the goods have left our premises.
  • Local Drop-off: For customers within qualifying Ipswich postcodes (e.g., IP1, IP2), we may offer a free "Local Delivery" service. If selected, the contract is deemed fulfilled once the item is left in the "Safe Place" designated by you at checkout or on your doorstep.
  • Damages: Any breakages must be reported to us within 24 hours of delivery with photographic evidence.

RETURNS, REFUNDS & HYGIENE SEALS

Important Notice Regarding Food Safety: Our honey jars are sealed with a tamper-evident hygiene seal for your safety.

  • Your Right to Cancel (Cooling-Off Period): Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods (or the first delivery of a subscription) without giving any reason.
  • The "Sealed Goods" Exemption: Your right to cancel and return the product ceases immediately if the hygiene seal is broken, strictly for reasons of health protection and hygiene. We cannot accept returns of opened honey jars.
  • Renewal Cooling-Off (DMCC Act): If your subscription renews for a fixed term of 12 months or more, you have a new 14-day cooling-off period from the renewal date. This does not apply to standard monthly rolling renewals.
  • Faulty or Damaged Goods: Under the Consumer Rights Act 2015, you have the right to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described, within 30 days of delivery.
    • Reporting Issues: If your jar arrives damaged (e.g., smashed glass) or defective, please contact us immediately with a photograph of the issue so we can arrange a replacement or refund.
    • Natural Crystallisation: Please note that honey crystallizing (turning solid or cloudy) is a natural process and is not considered a fault.
  • Return Costs: 
    • Change of Mind: If you are cancelling simply because you changed your mind, you are responsible for the direct cost of returning the unopened goods.
    • Faulty Goods: If the item is faulty or damaged, we will cover the costs of the return postage or provide a prepaid label.

PROMOTIONAL & LOYALTY GIFTS

From time to time, we may offer loyalty gifts (e.g., beeswax tealights, candles, or bonus jars) based on the length of your subscription.

  • Subject to Availability: All loyalty gifts are subject to stock availability. Being a natural product producer, our stock fluctuates with the seasons. We reserve the right to substitute any gift with an item of equal or greater value (e.g., a different honey variety or candle size) without prior notice.
  • Condition of Gift: These gifts are provided conditional upon your continued subscription.
  • Returns with Gifts: If you cancel a subscription renewal that included a free loyalty gift (e.g., a 12-month anniversary jar) and request a refund under the cooling-off period, you must return both the paid item AND the free gift.
  • Deductions: If the free gift is not returned, or is returned with the seal broken/used, we reserve the right to deduct its full retail value from your refund.

LOYALTY POINTS & GIFT CARDS

If you participate in our Loyalty Program, purchase Gift Cards, or hold a balance in your huhney.uk eWallet:

  • No Cash Value: Loyalty points, eWallet balances, and promotional codes have no monetary value outside of our website and cannot be exchanged for cash or transferred to another customer account.
  • eWallet Balances:
    • Your eWallet balance can be used to pay for subscriptions or one-off purchases.
    • Not a Bank Account: Your eWallet is a store credit facility only. No interest is paid on balances held.
    • Refunds to eWallet: If you choose to accept a refund as "Store Credit," this will be added to your eWallet. Once converted to Store Credit, it cannot later be converted back to a cash refund.
    • Dormancy: If an eWallet balance remains inactive (no deposits or purchases) for 24 months, we reserve the right to expire the balance.
  • Gift Cards: Gift cards are valid for 24 months from the date of purchase. They can be redeemed for products on our website but cannot be used to purchase further Gift Cards.
  • Lost Codes: We are not responsible for lost or stolen digital Gift Card codes. Please treat them like cash.
  • Program Changes: We reserve the right to modify or terminate the Loyalty or eWallet programs at any time. In the event of termination, we will provide reasonable notice (minimum 30 days) for you to redeem accrued points or balances.

Effect of Account Deletion (GDPR): If you exercise your right to be forgotten (Right to Erasure) under the UK GDPR:

  • Forfeiture of Balances: By requesting the deletion of your account, you acknowledge that any remaining Loyalty Points and promotional eWallet balances (store credit) will be permanently forfeited and cannot be recovered.
  • Paid Cash Balances: If you have a cash balance in your eWallet (from a paid top-up), you must request a refund of these funds to your original payment method before submitting your data deletion request. Once the data is erased, we may be unable to verify ownership of the funds to process a refund.
  • Financial Records: Please note that while we will delete your marketing and profile data, we are legally required by HMRC to retain a record of your past financial transactions (Invoices and Payments) for 6 years. These records will be archived and kept securely but will no longer be used for active processing.

LIABILITY

We make every effort to ensure our honey is of the highest quality. However, honey is a natural product and may crystallize (set) over time. This is a natural process and not a fault.

  • We do not accept liability for any indirect or consequential loss.
  • Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.