Nisendo Honey & Beekeeping aims to provide quality beekeeping products, bee products, equipment and services.
This Returns & Refunds Policy explains how we handle returns, refunds, replacements and other remedies.
1. Products With a Problem
If you believe a product purchased from Nisendo Honey & Beekeeping is faulty, damaged, unsafe, defective, significantly different from its description or otherwise does not meet applicable consumer guarantees, please contact us as soon as reasonably practicable.
Please provide:
- Your order number
- Your name and contact details
- Description of the problem
- Photographs or videos where relevant
- Proof of purchase where available
We may ask you to return the product or provide additional information so that we can assess the issue.
2. Australian Consumer Law
Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law.
For major failures with goods, you may be entitled to a replacement or refund and compensation for any other reasonably foreseeable loss or damage.
You may also be entitled to have goods repaired or replaced where they fail to be of acceptable quality and the failure does not amount to a major failure.
For major failures with services, you may be entitled to cancel the service contract and receive a refund for the unused portion, or compensation for its reduced value.
Where a service has a non-major failure, you may be entitled to have the problem rectified within a reasonable time.
These rights operate independently of any voluntary return, warranty or change-of-mind policy.
3. Assessment of Faulty Products
Nisendo Honey & Beekeeping may need to inspect or assess a product before determining the appropriate remedy.
Depending on the circumstances and applicable law, the remedy may include:
- Repair
- Replacement
- Refund
- Re-supply of a service
- Cancellation of a service
- Compensation for reasonably foreseeable loss or damage
The appropriate remedy will depend on the nature and seriousness of the problem and the requirements of applicable law.
4. Return of Faulty Products
Where we ask you to return a product for assessment, we will provide return instructions.
Customers should use reasonable care when packaging products for return.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, Nisendo Honey & Beekeeping will handle reasonable return costs in accordance with applicable law.
5. Damaged Products on Delivery
If your order arrives damaged, please contact us promptly.
Please provide photographs of:
- The damaged product
- Outer packaging
- Internal packaging
- Shipping label
- Any visible damage
Do not dispose of damaged packaging until we advise you whether it is required for a freight claim or investigation.
We will assess the circumstances and provide an appropriate remedy where required by law.
6. Incorrect Products
If we send you an incorrect product, please contact us as soon as possible.
We may arrange for the incorrect item to be returned and the correct item to be supplied.
Where the error was made by Nisendo Honey & Beekeeping, we will arrange the appropriate return or replacement process.
7. Change-of-Mind Returns
Nisendo Honey & Beekeeping is not required to provide a refund or exchange simply because a customer changes their mind, selects the wrong product, decides they no longer want the product or finds the product cheaper elsewhere.
However, Nisendo Honey & Beekeeping may choose to offer a change-of-mind return at its discretion.
Where we offer a change-of-mind return, we may require that:
- The request is made within a specified period.
- The product is unused.
- The product is in saleable condition.
- The product remains in its original packaging where reasonably applicable.
- The customer pays applicable return shipping costs.
- Certain products are excluded.
These conditions do not apply to a return or remedy required under the Australian Consumer Law.
8. Products Excluded From Change-of-Mind Returns
Because of their nature, certain products may not be suitable for change-of-mind returns.
These may include:
- Live bees
- Live bee colonies
- Perishable products
- Opened food products
- Bee pollen
- Honey
- Beeswax or products that have been opened or used
- Products specially ordered or customised for a customer
- Products that cannot reasonably be resold for health, safety or biosecurity reasons
This does not affect any rights available under the Australian Consumer Law where a product has a problem covered by a consumer guarantee.
9. Live Bees
Live bees are living organisms and are subject to risks associated with handling, transport, weather, environmental conditions and care.
Once live bees have been collected or delivered, the customer is responsible for their appropriate handling, transport, housing and care.
Nisendo Honey & Beekeeping is not responsible for deterioration, weakening, absconding or death of live bees resulting from:
- Delayed collection
- Improper transport by the customer
- Inadequate housing
- Inadequate feeding or care
- Exposure to unsuitable environmental conditions
- Incorrect handling
- Failure to follow instructions
- Other circumstances outside Nisendo Honey & Beekeeping’s reasonable control
This does not exclude any rights or remedies that cannot lawfully be excluded.
10. Uncollected Live Bees
Customers must collect live bees within the agreed collection timeframe.
Where a customer fails to collect live bees within the agreed timeframe after being notified that they are ready, Nisendo Honey & Beekeeping is not responsible, for deterioration, weakening or death resulting from the delay.
Additional storage, handling or other reasonable charges may apply.
11. Natural Bee Products
Raw honey, beeswax, bee pollen and other natural bee products may naturally vary in colour, texture, aroma, flavour and consistency.
Crystallisation or changes in appearance associated with the natural characteristics of honey or other bee products do not necessarily indicate that a product is defective.
However, if you believe a natural product has a genuine quality or safety issue, please contact us so we can assess the matter.
12. Refund Processing
Where a refund is approved, refunds will generally be made using the original payment method where practicable.
The timing of funds appearing in your account may depend on your bank or payment provider.
13. Services
Where a customer has a problem with a hive installation, training session, practical demonstration or other service, the customer should contact Nisendo Honey & Beekeeping promptly.
We will assess the issue and, where required by applicable law, provide an appropriate remedy.
This may include re-performing a service, correcting a problem, refunding an unused portion of a service or another remedy required by law.
14. Service Cancellations
Nisendo Honey & Beekeeping may charge, waive or vary cancellation fees at its discretion.
15. Services Cancelled by Nisendo Honey & Beekeeping
Nisendo Honey & Beekeeping may need to postpone or cancel a service due to:
- Severe weather
- Unsafe conditions
- Bee availability
- Biosecurity restrictions
- Site access problems
- Staff illness
- Government restrictions
- Other circumstances outside our reasonable control
Where a service is cancelled, we will endeavour to arrange an alternative date.
Where an appropriate alternative cannot be arranged, any refund will be handled in accordance with the terms of our Returns and Refunds Policy.
16. How to Request a Return or Refund
Please contact us before returning a product.
Email:
Phone:
Please include:
- Order number
- Name
- Product concerned
- Date of purchase
- Reason for the return
- Photographs where appropriate
We will provide further instructions.
17. No Refund Policy Does Not Override Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to customers under the Australian Consumer Law or other applicable legislation.
18. Contact
Nisendo Honey & Beekeeping
Western Australia, Australia
Email:
Phone:
Website:
