Returns & Refunds Policy

ZEST Hive — beekeeping frames, tool kits and starter kits

Last updated: 2 September 2026

We want you to be delighted with your ZEST kit. This policy explains when you can return an item, how to do it, and what to expect. It also sets out the legal rights you have as a UK consumer — nothing in this policy takes those rights away.

1. Your right to change your mind (14-day cancellation)

Because you buy from us online, you have the right to cancel your order and return it for any reason — you don’t have to give one. This is your statutory cancellation right under the Consumer Contracts Regulations 2013.

You have 14 days from the day you (or someone you nominate) receive the goods to tell us you want to cancel. For an order delivered in several parts, the 14 days start the day you receive the last item.
Tell us in writing — email us at [returns@yourdomain.co.uk] with your order number. You can use the cancellation form at the end of this policy, but you don’t have to.
After you’ve cancelled, you have a further 14 days to send the goods back to us.
Please return items unused and in their original condition and packaging where possible. You are entitled to handle goods only as you would in a shop — if the value of an item is reduced because it has been used or handled more than necessary, we may deduct a reasonable amount from your refund.

Refunds for change-of-mind returns

We refund the price of the goods plus the standard (cheapest) outbound delivery cost you originally paid. If you chose a premium or express delivery upgrade, we refund only up to our standard delivery rate.
You pay the cost of returning the goods to us.
We process your refund within 14 days of receiving the goods back, or of you giving us proof that you’ve sent them, whichever is sooner. Refunds go back to your original payment method.

What you can’t cancel this way

The 14-day change-of-mind right does not apply to:

Personalised or made-to-order items (for example, a kit engraved or customised to your request).
Sealed goods that aren’t suitable for return for health or hygiene reasons, once they’ve been unsealed after delivery.
Live bees, nucs or queens, or other perishable goods — these are supplied by our partner under their own terms, not sold by ZEST.
Gift vouchers / spring-start vouchers once issued.

2. Faulty, damaged or misdescribed items

Separately from the cancellation right above, the Consumer Rights Act 2015 says everything we sell must be of satisfactory quality, fit for purpose, and as described. If an item is faulty, damaged in transit, or not what was advertised, you’re entitled to a remedy — and this is not affected by any “no returns” wording anywhere else.

Within 30 days of delivery: you have the short-term right to reject a faulty item and get a full refund.
Between 30 days and 6 months: we’ll offer a repair or replacement first. If that isn’t possible, or doesn’t fix the problem, you’re entitled to a refund (which may be reduced to reflect any use you’ve had). If a fault appears within the first 6 months, it’s treated as having been there when you received the item, unless we can show otherwise.
We cover the cost of returning a faulty item, and we’ll refund any delivery you paid on it.

To report a fault, email thezesthive@gmail.com with your order number, a short description of the problem, and a photo if you can — it helps us sort it out quickly.

Please note: the frames and starter-kit components are beekeeping tools. This policy covers manufacturing defects and items that arrive damaged or not as described. It doesn’t cover normal wear, or damage caused by misuse, accident, or failure to follow the assembly/care instructions in your kit.

3. Non-faulty returns outside 14 days

Once the 14-day cancellation window has passed and there’s nothing wrong with the item, we’re not obliged to accept a return, but please get in touch — we’ll always try to help where we reasonably can.

4. Orders through eBay, Etsy or other marketplaces

If you bought your ZEST kit through a marketplace rather than our own website, your legal rights above still apply, but the returns process is handled through that platform and its own returns rules and timescales may also apply. Please start your return through your order in that platform, or contact us and we’ll point you the right way.

5. Business (trade) purchases

The rights in sections 1 and 2 are for consumers. If you buy as a business or for resale, they don’t apply and returns are by agreement with us in advance. Please contact us before ordering if you’re buying on trade terms.

6. How to contact us

Email: thezesthive@gmail.com

Return address: Will be confirmed by email.

We aim to reply within [2] working days.