Refund policy

Return and Refund Policy

We hope you love your Countess Bees order. If you change your mind, we offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

Returns

To request a return, please contact us at contact@countessbees.co.uk before sending anything back.

Items returned under our 30-day returns policy should be unused, in their original condition and, where applicable, in their original packaging. You will also need to provide proof of purchase.

Once your return has been agreed, please send it to:

Countess Bees
67 Greenfields
Upton
Chester
CH2 1LL
United Kingdom

Unless the item is faulty, damaged, incorrect or otherwise not as described, you are responsible for the cost of returning it to us.

Your Right to Cancel an Online Order

For most goods purchased online, UK consumers have a legal right to cancel their order within 14 days of receiving the goods, without giving a reason.

After telling us that you wish to cancel, you normally have a further 14 days to return the goods.

Where this statutory cancellation right applies, we will refund the price paid for the returned goods together with the cost of our standard delivery option. If you selected a more expensive delivery service, any additional delivery cost above our standard delivery charge is not refundable.

You are responsible for the cost of returning unwanted goods unless we have agreed otherwise.

You may inspect goods as you would reasonably be able to in a shop. We may reduce a refund where handling beyond what is reasonably necessary has reduced the value of the goods.

Personalised and Custom-Made Items

Personalised, bespoke or custom-made products may not qualify for change-of-mind cancellation or returns where an applicable legal exception applies.

This does not affect your rights if an item is faulty, damaged, not as described or otherwise does not meet your statutory rights.

If you're unsure whether an item can be returned, please contact us at contact@countessbees.co.uk.

Damaged, Faulty or Incorrect Items

Please check your order when it arrives and contact us as soon as possible if an item is damaged, faulty, incorrect or not as described.

Please email contact@countessbees.co.uk with your order details and, where helpful, photographs showing the problem so that we can assess the issue and put things right.

Where goods are faulty, damaged, incorrect or not as described, your statutory rights are not affected by our 30-day returns policy. Depending on the circumstances, you may be entitled to a refund, repair or replacement in accordance with UK consumer law.

If the problem is our responsibility, we will cover reasonable return costs where a return is required.

Exceptions and Non-Returnable Items

Certain goods may be excluded from change-of-mind returns where permitted by law, including personalised or custom-made products.

If you have any questions about whether a particular item can be returned, please contact us before returning it.

This does not affect your statutory rights in relation to goods that are faulty, damaged, incorrect or not as described.

Sale Items

Items purchased in a sale have the same statutory rights as full-price items.

Unless stated otherwise, our voluntary 30-day returns policy also applies to sale items, subject to the conditions and exceptions set out above.

Refunds

We will let you know once we have received and assessed your return.

Where a refund is due, it will be made to your original payment method unless otherwise agreed. Please remember that it may take additional time for your bank or card provider to process the refund.

For returns made under your statutory cancellation rights, refunds will be made within the timescales required by law. For goods that have been returned to us, this will normally be within 14 days of receiving the goods back or receiving evidence that they have been sent back, whichever is earlier.

Exchanges

If you would like to exchange an item, please contact us at contact@countessbees.co.uk. Where possible, we will be happy to help.

The quickest option may sometimes be to return the original item and place a new order once your return has been accepted.

Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at contact@countessbees.co.uk.

If your order has already been dispatched, you may still be able to exercise your applicable return or statutory cancellation rights as described above.