Returns and Exchanges


Last Update 6 maanden geleden


At Steens Honey we carefully examine each product before it is sent to you. However, as with any online orders there is a possibility you may receive a damaged good or a different item from what you had ordered. If this is the case, it is important you contact us immediately.

Please follow the step-by-step guide for any returns & exchange

  • Please take a digital photo of the damaged item(s) or item doesn’t match your order. A picture of the box or envelope that your parcel arrived in, including the shipping label is also very helpful us. 
  • Send the photos to us via email ([email protected]) or online chat from our website
  • Our customer service team will help you with solutions accordingly

Once we confirm you have received a damaged item, or the order is incorrect, our customer service team will organise a replacement to be sent out to you and discuss the best option for returning your item back to our warehouse.  If a return is required because of an error that was made from our end, we will cover the cost of the return shipping. 


If you have changed your mind, you can return your goods at your own cost. Our customer service team will be able to provide you with a return address. (Please ensure that the honey is well packaged) Goods must be in saleable condition (not opened or used). 

We will send your preferred items or process a refund on your order once your returned goods have arrived back to our warehouse and have been approved as sellable condition. As our honey is a food product, our dispatch warehouse will always undergo a thorough check to approve a pot as sellable. If they receive goods that are not up to this standard we have the right to decline your refund or exchange. 

Clearance items cannot be exchanged for any other item. 

We will always meet our obligations under New Zealand Consumer Guarantees Act (CGA).

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