Shipping, Refund & Returns Policy

Last Updated: 29 August 2026

1. Shipping Policy

We are committed to ensuring that your Midlands Honey products are carefully packed and delivered to you in excellent condition.

Delivery Areas

We deliver honey products to addresses throughout South Africa, subject to courier service availability.

Some remote or outlying areas may require additional delivery time or charges.

Processing Times

Orders are generally processed and prepared for dispatch within 1–3 business days after payment has been successfully received.

Orders placed on weekends or public holidays will be processed on the next available business day.

Delivery Times

Once your order has been dispatched, delivery generally takes approximately 2–5 business days, depending on your location and courier availability.

Delivery times are estimates and may be affected by:

Public holidays
Adverse weather conditions
Courier delays
Remote delivery locations
Incorrect or incomplete delivery information
High-volume periods such as Christmas and promotional periods

We will provide tracking information where available so that you can monitor the progress of your delivery.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address, including the correct postal code and contact details.

We cannot be held responsible for delays or failed deliveries resulting from incorrect or incomplete information supplied at checkout.

If a parcel is returned to us because the delivery address was incorrect or the recipient was unavailable after reasonable delivery attempts, additional delivery charges may apply before the order can be resent.

Damaged Parcels

If your parcel arrives visibly damaged, please notify us as soon as possible.

Where possible, take photographs of:

The outer packaging
The damaged product
The shipping label
Any visible leakage or breakage

These photographs may be required when submitting a claim with the courier.

2. Refund Policy

We want you to be happy with your purchase. If there is a problem with your order, please contact us so that we can investigate and assist you.

Refunds may be considered in circumstances including:

The wrong product was supplied.
Products were damaged during delivery.
Products arrived in an unusable condition.
Your order was cancelled before it was dispatched.
An order cannot be fulfilled by us.

Refunds will be assessed on a case-by-case basis.

Where a refund is approved, it will generally be processed using the original payment method.

Please allow reasonable processing time for the refund to reflect in your account, as processing times may vary depending on your bank or payment provider.

3. Returns Policy

Because our products are food products, we generally do not accept returns of opened or used honey products for health, hygiene and food-safety reasons.

Unopened Products

If you have received an incorrect product or there is a confirmed issue with an unopened product, please contact us within 7 days of delivery.

We may request photographs and other information to assess the issue.

If a return is approved, we will provide instructions on how the product should be returned.

Incorrect Products

If we have sent you the wrong product, please contact us within 7 days of receiving your order.

Once the issue has been confirmed, we will arrange an appropriate resolution, which may include:

Replacement of the incorrect product; or
A refund for the affected product.

Where the incorrect item was supplied due to an error on our part, reasonable return or replacement delivery costs will be covered by us.

4. Products Damaged During Delivery

Honey products are carefully packaged before being dispatched. However, damage can occasionally occur during transportation.

If your order arrives damaged, leaking or broken, please contact us within 48 hours of delivery.

Please provide photographs of the damaged packaging and products so that we can investigate the matter with the courier.

Depending on the circumstances, we may offer:

A replacement product;
A replacement order; or
A refund for the affected product.

Please retain the original packaging until the matter has been resolved, as the courier may require it for an investigation.

5. Products That Have Melted or Crystallised

Honey is a natural product and may naturally crystallise, change texture or vary in colour over time. These changes do not necessarily mean that the honey has spoiled.

Crystallisation is a natural characteristic of pure honey and is not considered a product defect.

Similarly, honey may become softer or more fluid when exposed to warmer temperatures during transportation. This does not necessarily indicate that the product has been damaged.

Where appropriate, crystallised honey can generally be gently warmed to return it to a more liquid consistency. Avoid excessive heat, which can negatively affect the natural qualities of honey.

6. Non-Returnable Products

For food-safety and hygiene reasons, we generally cannot accept returns of:

Opened honey products
Partially consumed products
Used products
Products returned without prior approval
Products damaged after delivery due to improper storage or handling by the customer

7. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders that have not yet been processed or dispatched may be eligible for cancellation and refund.

Once an order has been dispatched, cancellation may no longer be possible and the order may be subject to our returns policy.

8. How to Request a Refund, Replacement or Return

To request assistance with an order, please contact us with:

Your full name
Order number
Date of purchase
Product concerned
Description of the issue
Photographs where applicable

Please contact us through our Contact Us page or the contact details provided on our website.

We will review your request and advise you of the next steps.

9. Customer Responsibility

Customers are responsible for checking their order upon delivery and storing honey products appropriately after receiving them.

We are not responsible for product deterioration caused by improper storage, handling or use after delivery.

10. Changes to This Policy

We reserve the right to update or amend this Shipping, Refund & Returns Policy from time to time.

Any changes will be published on this page and will apply from the date they are posted.