Refund & Returns Policy

Return Policy for FreshHiveHoney.com

Effective Date: 21st September 2024

At FreshHiveHoney.com, operated by Operating Softwares Ltd, we are committed to ensuring customer satisfaction with our honey products. We want your experience with us to be easy and enjoyable, and we understand that sometimes a return or exchange is necessary. Below is our return policy, designed to be fair and user-friendly for both you and our business.

1. Eligibility for Returns

We accept returns under the following conditions:

  • The product must be unused and in its original packaging.
  • You must initiate a return within 7 days of receiving the product.
  • The product must be in the same condition in which you received it.

Note: Due to the perishable nature of honey, we cannot accept returns if the product has been opened or tampered with, unless there is a defect.

2. Return Process

To initiate a return, please follow these simple steps:

  1. Contact Us: Email us at info.operatingsoftware@gmail.com with your order number, a description of the issue, and any supporting photos if the product is damaged or defective.
  2. Return Authorization: Once we review your request, we will provide you with a Return Authorization and further instructions on how to return the item.
  3. Return the Product: Carefully package the product, including all original contents (if applicable). Ensure it is securely packaged to avoid damage during shipping.
  4. Shipping Costs:
    • If the return is due to a defective, damaged, or incorrect product, we will cover the return shipping costs.
    • If you are returning the product for other reasons (e.g., no longer want the item), you will be responsible for the return shipping costs.

3. Non-Returnable Items

For health and safety reasons, we do not accept returns for:

  • Any product that has been opened or used.
  • Perishable items (such as honey) unless the product is defective, damaged, or incorrect.

4. Refunds and Exchanges

Once we receive and inspect your returned item, we will notify you of the status of your refund or exchange:

  • Refunds: If your return is approved, we will initiate a refund to your original payment method within 7 business days. Please note that shipping fees (if applicable) are non-refundable unless the product was damaged or defective.
  • Exchanges: If you prefer an exchange for a defective or incorrect item, we will ship out the replacement product at no additional cost to you.

5. Damaged or Defective Items

If you receive a product that is damaged, defective, or incorrect, please contact us within 7 days of receipt. We will arrange a return and provide you with a replacement at no extra cost or issue a refund.

Steps to follow:

  1. Take pictures of the damaged or defective item.
  2. Send the photos along with your order details to info.operatingsoftware@gmail.com.
  3. We will process the return and send a replacement or refund promptly.

6. Return Shipping Costs

  • Defective or Incorrect Items: We will cover the cost of return shipping if the product was damaged, defective, or incorrect.
  • Other Returns: If you are returning the product for any other reason (change of mind, ordered the wrong product, etc.), you are responsible for return shipping fees.

7. Customer Support

For any inquiries regarding returns, refunds, or exchanges, our customer support team is here to help.

  • Email: info.operatingsoftware@gmail.com
  • Address: Operating Softwares Ltd, Nairobi, Kenya
  • Response Time: We will respond to all return inquiries within 2 business days.

8. Fair and Transparent Policy

We strive to maintain a fair and transparent return policy to protect both our customers and our business. We encourage you to carefully review your order upon delivery and reach out to us if you encounter any issues.

9. Changes to the Return Policy

We reserve the right to update or modify this Return Policy at any time. Any changes will be posted on this page, and the effective date will be updated accordingly.

By purchasing from FreshHiveHoney.com, you agree to the terms outlined in this Return Policy. If you have any questions or concerns, please feel free to contact us at info.operatingsoftware@gmail.com.