Returns and Exchanges Policy

Last updated: 10 December 2025

NectarMap connects you with independent beekeepers and small producers. Each product is supplied by the individual seller shown at checkout. NectarMap operates the website, processes payments on behalf of sellers, and helps if there is a problem.

This policy sets the minimum standard that all sellers on NectarMap must follow. It does not affect your legal rights under UK law.

1. Who you are buying from

When you place an order on NectarMap:

• Your contract for the goods is with the individual seller named at checkout.
• NectarMap collects payment and processes any refunds on behalf of that seller.

You will see the seller’s name on the product page, at checkout, and on your order confirmation email.

2. Change-of-mind returns and exchanges

For most items you may change your mind and cancel your order within 14 calendar days from the day you receive the item.

To be eligible for a change-of-mind return:

• Items must be unused, unopened and in a resalable condition.
• Any original labels, tamper seals or hygiene seals must still be intact.
• You are responsible for the cost of return postage, unless the seller agrees otherwise.

You may request an exchange instead of a refund, but exchanges are offered at the seller’s discretion. In most cases, exchanges are handled as:

• A return under this policy, and
• A new order for the replacement item.

Items that are usually not returnable for change of mind

Because NectarMap focuses on food, live bees, and skincare, some items are normally non-returnable unless they are faulty. These include:

• Live animals, including nucleus colonies (“nucs”) of bees.
• Food products, including honey and other edible goods, once opened or where the tamper seal has been broken.
• Fresh or highly perishable items.
• Skincare products, balms, creams and other cosmetics once opened or where any hygiene seal has been broken.
• Personalised or made-to-order items such as custom-labelled jars or gift sets created specifically for you.

Individual sellers may choose to offer more generous returns than the above, but not less than your statutory rights.

3. Faulty, damaged or incorrect items

If your order arrives damaged, faulty or not as described, you are entitled to a repair, replacement or refund under UK consumer law.

Please:

• Contact the seller as soon as reasonably possible, ideally within 30 days of receiving the item.
• Include your order number and clear photos of the item and packaging.
• Keep the item and all packaging until the seller confirms the next steps.

If the item is confirmed to be faulty, damaged in transit, or incorrect:

• The seller will offer you a replacement, exchange or refund, and
• The seller will cover any reasonable return postage costs, or may confirm that you do not need to return the item.

Once the seller approves the refund, NectarMap will process the refund on their behalf back to your original payment method wherever possible.

This applies to all products, including live nucs and creams. For live bees, sellers may ask for specific evidence (such as photos or videos) so they can understand what went wrong and improve their practices.

4. How to request a return or exchange

1. Contact the seller
   Use your NectarMap account to view your order and contact the seller, or reply to your order confirmation email.
   Please state whether it is a change-of-mind return or a problem with the order (faulty, damaged, or incorrect).
2. Receive instructions
   The seller will confirm:
   • Whether the item is eligible for return or exchange.
   • The return address.
   • Any reference or information that must be included in the parcel.
3. Pack and send the parcel
   
   • Pack the item securely so it is not damaged in transit.
   • Include your name, order number and contact details inside the parcel.
   • For change-of-mind returns, we strongly recommend using a tracked service and keeping proof of postage.
4. Refunds and exchanges
   
   • For approved returns, the seller will instruct NectarMap to issue a refund to your original payment method.
   • If an exchange has been agreed, this is usually handled as a new order once the return has been processed.
   Refunds are normally processed within 14 days of the seller receiving the returned item or confirming that it does not need to be returned.

5. Orders from more than one seller

If your order includes products from more than one seller:

• Returns may need to be sent to different addresses.
• Each seller is responsible for their own items.
• You will never be expected to deal with payment systems yourself — all refunds go back through NectarMap.

If you are unsure where to send something, contact the relevant seller first or get in touch with NectarMap support.

6. Getting help from NectarMap

If you cannot resolve an issue directly with a seller, or you believe a seller is not following this policy, you can contact NectarMap:

Email: support@nectarmap.com

We can review the situation and, where appropriate, help to make sure that our marketplace standards and your consumer rights are respected.