Refund policy

Last updated: January 3, 2026

Thank you for choosing Go Honey. Because our products are perishable, ingestible food items packaged primarily in glass, our return and refund policy reflects food-safety standards, fair-handling practices, and consistent application of the rules below to every order.

Please read this policy carefully before placing an order. By completing a purchase on gohoney.net, you acknowledge and agree to the terms set forth here.

1. Eligibility Window

You may request a return or refund within 14 calendar days of the delivery date shown by the carrier's tracking record. Requests submitted after this window will not be eligible for a refund, exchange, or store credit.

To start a return, contact us at support@gohoney.net with your order number and the reason for your request. Returns shipped without prior written authorization from Go Honey will not be accepted.

2. Products Eligible for Return

The following items may be returned, subject to the conditions in Sections 3–6:

• Unopened, sealed products in their original, undamaged packaging.
• Unopened products with a verifiable manufacturing or quality defect visible through the seal or container, supported by photos submitted within 7 days of delivery.
• Orders that arrived damaged in original (outbound) shipping, where the damage is reported with photos within 7 days of delivery (see Section 6 — these are typically resolved without a return shipment).

3. Products NOT Eligible for Return

For food-safety, regulatory, and product-integrity reasons, the following are final sale and non-refundable:

• Opened, partially used, or tampered-with products (except in the limited defect scenarios described in Section 6).
• Products returned without prior written return authorization.
• Products returned outside the 14-day eligibility window.
• Products returned with damaged seals, broken glass, leakage, or contamination.
• Bulk orders, wholesale orders, and custom or special-order items.
• Products discarded, refused at delivery, or marked "return to sender" without authorization.
• Free promotional items, samples, or gifts with purchase.

Taste preference is not a defect. Royal jelly, raw honey, propolis, and bee pollen are natural products with strong, variable, and sometimes acquired flavor profiles. Subjective dissatisfaction with taste, color, texture, crystallization, or aroma is not, on its own, a basis for refund.

4. Return Shipping Conditions (Important)

Because our products are ingestible food items shipped in glass, the condition in which a return arrives is essential to whether a refund can be issued. The following requirements apply to every authorized return:

1. Original packaging. Returns must be packed in the original outbound box and insulated packaging, or in packaging of equivalent protective quality. Oversized boxes with insufficient padding do not meet this standard.
2. Adequate cushioning. All glass containers must be wrapped in bubble wrap or equivalent protective material, with at least 2 inches of cushioning on all sides. The contents must not shift inside the box.
3. Sealed and leak-protected. Lids must be sealed; jars must be placed inside a sealed plastic bag to contain any leakage.
4. Refrigerated/frozen items. Royal Jelly and other refrigerated items must be frozen prior to shipment and packed with a frozen ice pack and insulated liner.
5. "Fragile" labeling. The exterior of the package must be labeled "FRAGILE" and "THIS SIDE UP."
6. Carrier and service. Returns must be shipped via the carrier and service level specified in your return authorization email. We recommend FedEx Express 2 Day or equivalent 2 day service.
7. Tracking required. All returns must include tracking. Go Honey is not responsible for returns lost in transit without tracking.

The customer is the shipper of record for all returns, including returns shipped using a prepaid label provided by Go Honey as a courtesy. Providing a prepaid label does not transfer responsibility for packing, cushioning, sealing, or otherwise preparing the return for safe transit. Responsibility for return condition remains with the sender.

5. Inspection & Refund Determination

Upon receipt, every return is inspected and documented (photos and/or video) before any refund determination is made. A refund will be issued only when all of the following are true:

• The return was authorized in writing and received within the eligibility window.
• The product arrived in a condition that allows safe inspection.
• The product is unopened, sealed, and free of contamination, breakage, or leakage.
• The product condition is consistent with the reason given in the return request.

Returns received with broken glass, leakage, contamination, or insufficient packaging are not eligible for a refund, because the product cannot be safely or reliably inspected and the cause of damage cannot be confidently attributed to the original product condition rather than return-transit handling.

Approved refunds are issued to the original payment method within 2–3 business days of inspection. Original outbound shipping charges are non-refundable. Return shipping costs covered by Go Honey as a courtesy may be deducted from the refund where applicable.

6. Damaged Outbound Shipments and Quality Defects

If your order arrives damaged from our shipment to you:

1. Photograph the package, the damage, and the shipping label before opening or handling further.
2. Email support@gohoney.net within 3 days of delivery with photos and your order number.
3. Retain all packaging until your claim is resolved.

We will work with the carrier on a damage claim and, where appropriate, send a replacement or issue a refund at our discretion. Do not ship damaged-on-arrival product back to us unless we specifically request it.

If you discover a quality or manufacturing defect after opening:

In limited cases, an opened product may be eligible for refund or replacement if a clear quality or manufacturing defect (e.g., contamination, fermentation, foreign matter) is reported with photos within 3 days of delivery. These cases are reviewed individually. Subjective complaints about taste, color, texture, or crystallization do not qualify under this section (see Section 3).

7. Carrier Damage Claims on Returns

If a return is damaged during return transit, Go Honey will, as a courtesy, cooperate with the customer to file a carrier damage claim. Any compensation approved by the carrier will be remitted to the customer. Carrier-claim outcomes are determined independently by the carrier, not by Go Honey, and do not change the refund determination above.

8. Cancellations

Orders may be cancelled for a full refund before they have shipped. Once an order has been handed to the carrier, the return policy above applies. To request a cancellation, email support@gohoney.net as soon as possible with your order number.

9. Chargebacks

We encourage customers to contact us first so we can resolve any concern directly. Filing a chargeback while a return or refund review is in progress, or in lieu of following this policy, may result in suspension of future ordering privileges. We document every order, return, and inspection and respond to disputes with that documentation.

10. Marketing Language and "Satisfaction"

Any references to customer satisfaction in our marketing materials describe our commitment to product quality and customer service. They do not waive or replace the eligibility, condition, and procedural requirements set out in this Refund & Return Policy, which governs all refund and return decisions.

11. Changes to This Policy

We may update this policy from time to time. The "Last updated" date at the top reflects the current version. The version in effect on the date your order is placed is the version that applies to your order.

12. Contact

Go Honey Support Email: support@gohoney.net Phone: (832) 464-6639

We aim to respond to all return and refund inquiries within 3–6 Hours.