Returns & Refunds – Bee Market (UK)

Version: 1.0 • Last updated: 26 September 2025

Bee Market connects independent sellers with buyers. Each seller is responsible for handling returns and refunds in line with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. This page explains how our platform expects returns to be managed and what buyers can reasonably expect. It is guidance only and not legal advice.

To keep things simple, Bee Market presents two clear return settings that sellers may choose for their listings: a 14-Day Return option and a No Returns Accepted option. The 14-Day Return option is the default for most products. The No Returns Accepted option is reserved for categories where returns are not suitable or safe. In all cases, statutory rights still apply where the law requires a remedy.

1) 14-Day Return

When the 14-Day Return option is shown on a listing, a buyer may request to return the item within fourteen days of delivery. As a platform standard, the buyer pays the cost of sending the item back to the seller unless UK law requires the seller to cover that cost—for example, where the goods are faulty, significantly not as described, arrive with substantial damage, or are not delivered. In those legally required situations, the seller must accept the return and cover the reasonable cost of return postage, in line with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

The item must be returned in the same condition in which it was received, with all parts and accessories included, and only the handling necessary to check its nature and quality. For hygiene and safety, food and consumables are generally not returnable once any safety or hygiene seal has been broken. Clothing, textiles, and beekeeping suits are not returnable once worn, washed, or altered. Custom-made or personalised items may also be non-returnable where they cannot reasonably be resold. Items collected in person are treated as final once collection has taken place.

Live bees are never returnable under this option due to welfare, safety, and biosecurity risks once dispatch has taken place.

Collection orders: If a Buyer chooses to collect in person, they must inspect the item before accepting it. If the Buyer refuses collection because the item is clearly different from the listing, a refund may be requested. However, once the item has been collected and accepted, the sale is treated as final with no right of return.

Once a return is accepted and the item is received back, the seller issues a prompt refund to the original payment method. Refunds include the item price and the standard outbound delivery fee shown at checkout. Bee Market marketplace and payment processing fees are not reversed by the platform on buyer-initiated returns, and the original outbound shipping label cost is generally not recoverable once used; sellers should be aware that, unless the law requires otherwise due to fault or misdescription, they may remain out-of-pocket for those costs. This approach reflects UK distance-selling rules while keeping returns fair and transparent for both parties.

2) No Returns Accepted

Some listings use a No Returns Accepted setting because returns would be impractical, unsafe, or unsuitable. This includes live animals and certain biosecurity-sensitive items. In particular, live bees are not returnable due to welfare and disease-control risks once dispatch has occurred. Items collected in person are final at the point of collection. Food and consumables are generally not returnable once any safety or hygiene seal has been broken. Clothing and textiles that have been worn, washed, or altered cannot be returned. Custom-made or personalised items may also be non-returnable where they cannot reasonably be resold.

Live bees are never returnable under this option due to welfare, safety, and biosecurity risks once dispatch has taken place.

Collection orders: If a Buyer chooses to collect in person, they must inspect the item before accepting it. If the Buyer refuses collection because the item is clearly different from the listing, a refund may be requested. However, once the item has been collected and accepted, the sale is treated as final with no right of return.

Even where No Returns Accepted appears on a listing, statutory rights remain in force. If an item was not delivered, if the wrong item is received, if it is significantly not as described, or if it arrives with substantial damage in transit, the buyer may still seek a remedy under UK consumer law. Bee Market expects sellers to review such requests carefully and to provide an appropriate resolution in line with the law and this policy.

3) Refunds and Processing

Refunds on Bee Market follow the rules of UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. The process starts when the buyer asks to return an item. This request must be made within fourteen days after you receive your order.

Once the buyer has made a return request, the seller must allow it unless one of the clear exemptions in this policy or UK law applies. A return cannot be refused if the goods are faulty, damaged on arrival, not delivered, or significantly not as described. In those cases, the seller is legally required to accept the return.

A seller may refuse the return only where a lawful exemption applies. This includes live bees, which cannot be returned for biosecurity and welfare reasons, food or consumables once a safety or hygiene seal has been broken, clothing and protective suits once worn or washed, custom-made or personalised products that cannot reasonably be resold, or perishable items with a short shelf life. Items collected in person are also final at the point of collection. Outside of these exemptions, return requests within the 14-day window must be accepted.

If the return is accepted under the law, the seller issues the refund only after they have received the item back. It is strongly recommended that the buyer keeps proof of posting and insures the parcel for the full value of the item in case of loss or damage during transit.

When the seller receives the returned item, they check its condition. A full or partial refund is then issued depending on whether the item has been returned in acceptable condition. By law, the refund must be processed within fourteen days of the item being received back or proof of return being provided.

When a refund is issued, the buyer receives back the amount paid for the product. If a delivery charge was originally paid for that item at checkout, this delivery cost is also refunded to the buyer in line with UK consumer law.

Refunds are always sent to the same account or card used for the original purchase, unless the buyer agrees otherwise and no extra cost arises. Bee Market does not issue refunds directly and is not responsible for payments unless a dispute is formally opened through the platform.

Sellers should note that Bee Market’s marketplace fees and the cost of the original delivery label used to send the order to the buyer are not refundable from the original transaction. These remain costs to the seller even if the item is later returned.

4) Statutory Rights and Bee Market’s Role

Nothing on this page limits a buyer’s statutory rights. Where a buyer and seller cannot agree, Bee Market may review the case to ensure the listing setting and UK consumer law have been applied fairly. Primary responsibility for managing returns and refunds lies with the seller, and sellers must ensure their listings and communications remain accurate, clear, and compliant.