Returns & Refunds – Bee Market (UK)

Effective date: 1 March 2026

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.

Deposit / pre-order listings: Where a listing is sold on a deposit basis (for example, a pre-order, reservation, or staged-payment item), the initial deposit is normally non-refundable if the Buyer changes their mind, because the Seller may reserve stock, decline other buyers, or begin fulfilment in reliance on that order. However, this does not remove the Buyer’s statutory rights. If the item is not delivered, is significantly not as described, arrives substantially damaged, or the Seller cancels without lawful justification, the Buyer may still be entitled to an appropriate refund or other remedy under UK consumer law.

Collection orders: If a Buyer chooses to collect in person, they must inspect the item before accepting it. If the item is clearly different from the listing (for example, wrong item, missing key parts, or materially different condition), the Buyer should refuse to accept the item at the point of collection and request a refund through Bee Market.

Once the Buyer accepts and takes the item, the collection is treated as final and the order is not eligible for return (including change-of-mind returns).

Once a return request has been approved and the item has been received back, the seller must issue a refund to the buyer’s original payment method without undue delay. The refund will normally include the item price and the standard outbound delivery fee paid by the buyer at checkout. Shipping labels generated for dispatch are non-refundable. Once a label has been created or used, its cost cannot be recovered. For this reason, the seller remains responsible for the cost of the original outbound shipping label when a return occurs. This rule applies to all returns processed through Bee Market and ensures a clear and consistent returns process for both buyers and sellers.

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.

Deposit / pre-order listings: Where a listing is sold on a deposit basis (for example, a pre-order, reservation, or staged-payment item), the initial deposit is normally non-refundable if the Buyer changes their mind, because the Seller may reserve stock, decline other buyers, or begin fulfilment in reliance on that order. However, this does not remove the Buyer’s statutory rights. If the item is not delivered, is significantly not as described, arrives substantially damaged, or the Seller cancels without lawful justification, the Buyer may still be entitled to an appropriate refund or other remedy under UK consumer law.

Collection orders: If a Buyer chooses to collect in person, they must inspect the item before accepting it. If the item is clearly different from the listing (for example, wrong item, missing key parts, or materially different condition), the Buyer should refuse to accept the item at the point of collection and request a refund through Bee Market.

Once the Buyer accepts and takes the item, the collection is treated as final and the order is not eligible for return (including change-of-mind returns).

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 begins when a buyer requests to return an item through the platform.

For orders delivered by post or courier, a return request must be made within fourteen days after the buyer receives the order where the listing allows returns. Sellers must accept the return unless a lawful exemption applies, such as items that are faulty, significantly not as described, substantially damaged on arrival, or not delivered.

Deposit / pre-order listings: Where a listing is sold on a deposit basis (for example, a pre-order, reservation, or staged-payment item), the initial deposit is normally non-refundable if the Buyer changes their mind, because the Seller may reserve stock, decline other buyers, or begin fulfilment in reliance on that order. However, this does not remove the Buyer’s statutory rights. If the item is not delivered, is significantly not as described, arrives substantially damaged, or the Seller cancels without lawful justification, the Buyer may still be entitled to an appropriate refund or other remedy under UK consumer law.

Collection orders are handled differently. If a buyer chooses to collect an item in person, they must inspect the item before accepting it. If the item is clearly different from the listing, the buyer should refuse the item at the point of collection and request a refund through Bee Market. Once the buyer accepts and takes the item, the order is considered final and is not eligible for return.

If a return is accepted, the seller issues the refund only after the returned item has been received back. Buyers are strongly encouraged to keep proof of postage and insure the parcel for the full value of the item when sending returns.

When the seller receives the returned item, they may check its condition to ensure it has been returned in an acceptable state. Refunds must normally be processed within fourteen days after the item has been received back or after the buyer provides proof that it has been returned.

Refunds are issued to the same payment method used for the original purchase unless the buyer agrees otherwise. Bee Market does not process refunds directly but may review disputes where necessary to ensure that the seller and buyer follow this policy and UK consumer law.

Sellers should note that the cost of outbound delivery labels are generally not recoverable once a transaction has been completed. As a result, these costs remain the responsibility of the seller if an 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.