Terms and Conditions

# 1. TERMS & CONDITIONS

**Last updated: [DATE]**

These Terms and Conditions apply to the use of [WEBSITE URL] and to purchases made from [BUSINESS NAME], trading as [BRAND NAME] (“we”, “us”, “our”).

By accessing our website or placing an order with us, you agree to these Terms and Conditions.

### 1.1 About Us

[BUSINESS NAME] is a company registered in [England and Wales] under company number [COMPANY NUMBER].

Registered office: [REGISTERED ADDRESS]

Trading address, if different: [ADDRESS]

Email: [CUSTOMER SERVICE EMAIL]

Telephone: [PHONE NUMBER]

VAT number: [VAT NUMBER, IF APPLICABLE]

UK online sellers must provide customers with key business, price, payment, delivery and cancellation information before purchase. Limited companies must also display their registered number, registered office and place of registration on their website. ([GOV.UK][1])

### 1.2 Our Products

We sell honey, honey-related products, gift sets and other products described on our website.

We make reasonable efforts to ensure product descriptions, photographs, weights, ingredients, origins and other information are accurate. Natural honey may vary slightly in colour, flavour, aroma, texture and consistency between batches.

Crystallisation is a natural characteristic of honey and does not necessarily indicate that the product is defective or unsuitable for consumption.

Product photographs are for presentation purposes. Packaging may occasionally change provided this does not materially alter the product you have ordered.

Mandatory food information applicable to a product will be made available as required by UK food law. Required food information for distance sales generally has to be available before purchase, except certain date information, and must also accompany the delivered product. ([GOV.UK][2])

### 1.3 Orders

Placing an order constitutes an offer to purchase the products in your basket.

After placing an order, you will receive an order acknowledgement. An order is accepted when we confirm acceptance of the order or dispatch the goods.

We reserve the right to decline or cancel an order where there has been an obvious pricing error, payment has not been authorised, the product is unavailable, we reasonably suspect fraud or misuse, or we are unable legally to supply the product.

If we cancel an order after payment has been taken, we will refund the relevant amount.

Your checkout must make it clear that placing the order creates an obligation to pay, for example through a “Pay now” or equivalent button. ([GOV.UK][3])

### 1.4 Prices and Payment

All prices are shown in pounds sterling unless otherwise stated.

Applicable taxes will be included where required.

Delivery charges and any other mandatory charges will be shown before the customer completes the purchase.

We will not deliberately introduce unavoidable charges only at a later stage of checkout. UK consumer law now specifically addresses misleading “drip pricing”, as well as fake reviews and other misleading practices. ([GOV.UK][4])

Payment must be made using one of the payment methods available during checkout.

### 1.5 Delivery

Delivery options, estimated delivery times and charges will be displayed at checkout or in our Delivery Policy.

Unless a different delivery period has been agreed with you, goods should be delivered within 30 days. ([GOV.UK][3])

We are not responsible for delays outside our reasonable control, although this does not affect your statutory consumer rights.

Customers are responsible for supplying a complete and accurate delivery address.

### 1.6 Cancellation Rights

Consumers purchasing online generally have the right to cancel qualifying orders within **14 days after receiving the goods**, without giving a reason. If a cancellation right applies, customers then generally have another 14 days to return the goods. ([GOV.UK][1])

Certain legal exceptions apply, including clearly personalised products, goods liable to deteriorate or expire rapidly, and certain sealed products that are genuinely unsuitable for return for health protection or hygiene reasons once unsealed. ([Legislation.gov.uk][5])

We do not use these exceptions to remove rights that customers have in relation to faulty, damaged, unsafe, misdescribed or incorrectly supplied goods.

Please see our Returns & Refunds Policy below.

### 1.7 Personalised Gifts

Products made to a customer's individual specifications or clearly personalised may not qualify for the normal statutory change-of-mind cancellation right. ([Legislation.gov.uk][5])

This does not affect your rights if a personalised product is faulty, damaged or does not match what was ordered.

### 1.8 Faulty or Damaged Products

All products must comply with your statutory rights.

If a product arrives faulty, damaged, contaminated, unsafe, materially misdescribed or otherwise does not conform to the contract, please contact us at [EMAIL].

Nothing in these Terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer legislation. Consumers generally have a short-term right to reject qualifying faulty goods within 30 days, subject to rules applying to the particular product. ([Legislation.gov.uk][6])

### 1.9 Promotions and Discount Codes

Promotions are subject to any specific terms displayed with the promotion.

Unless stated otherwise, promotional codes cannot be exchanged for cash and cannot be combined with other promotions.

We reserve the right to withdraw a promotion where there has been fraud, abuse or an obvious error, but we will not use promotional terms to remove statutory consumer rights.

### 1.10 Customer Reviews

Reviews must represent genuine experiences and must not contain unlawful, threatening, defamatory or misleading material.

We will not knowingly publish, purchase or commission fake reviews or misleadingly represent reviews as genuine consumer experiences. Fake consumer reviews are specifically regulated under the UK's current consumer-protection regime. ([GOV.UK][4])

### 1.11 Food and Health Information

Information on our website is provided for general product information and is not medical advice.

Our products are foods and are not intended to diagnose, treat, cure or prevent disease.

Food businesses cannot claim or imply that a food treats, prevents or cures a disease or medical condition. Nutrition and health claims used commercially in Great Britain must comply with the applicable rules, and only authorised claims may be used where required. ([GOV.UK][7])

### 1.12 Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or liability that cannot legally be excluded under consumer law.

We will not be responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses suffered by a person purchasing solely as a consumer.

### 1.13 Intellectual Property

All website content, including branding, photographs, graphics, text, product designs and logos owned by us remains our intellectual property or the property of the relevant rights holder.

Content may not be copied, reproduced or commercially exploited without permission.

### 1.14 Privacy

Personal information is handled in accordance with our Privacy Policy and Cookie Policy.

### 1.15 Governing Law

These Terms are governed by the laws of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, you will continue to benefit from any mandatory consumer protections applicable to you.

---

# 2. RETURNS & REFUNDS POLICY

**Last updated: [DATE]**

We want customers to be satisfied with their purchase while maintaining appropriate food-safety standards.

### Change-of-Mind Returns

For qualifying online purchases, please tell us that you wish to cancel within **14 days of receiving your order**.

After notifying us, you should return the qualifying products within the following **14 days**. ([GOV.UK][8])

Contact:

**Email:** [RETURNS EMAIL]

**Returns address:** [RETURNS ADDRESS]

Please include your order number, full name and the items being returned.

Customers may handle products only to the extent reasonably necessary to establish their nature and characteristics. Where permitted by law, we may make an appropriate deduction if unnecessary handling has reduced the value of returned goods.

### Food Products and Broken Seals

Because we sell consumable products, please do not open jars or break seals if you believe you may wish to return an item.

Where a product falls within the statutory health-protection or hygiene exception, the change-of-mind cancellation right may cease once the relevant seal has been broken. We will assess this according to the product and applicable law rather than applying a blanket “no food returns” rule. ([Legislation.gov.uk][9])

### Personalised Products

Clearly personalised products or goods produced to your individual specifications normally cannot be cancelled simply because you change your mind. ([Legislation.gov.uk][5])

### Faulty, Damaged or Incorrect Products

If a product arrives damaged, leaking, broken, incorrect or otherwise defective, contact us as soon as reasonably possible at [EMAIL].

Where possible, please provide your order number and photographs showing the problem.

This request does not reduce your statutory consumer rights.

Where the goods are legally considered faulty, we will provide the appropriate remedy, which may include a refund or replacement.

### Refunds

For a valid change-of-mind cancellation, we will refund the product price and the cost of the least expensive standard delivery method offered for the order.

If you chose a more expensive delivery service, the additional delivery cost is not normally required to be refunded. ([GOV.UK][8])

Refunds will normally be made using the original payment method.

Where the customer is responsible for return postage, this will be clearly communicated before purchase. Faulty or incorrectly supplied goods will be handled in accordance with your statutory rights.

---

# 3. PRIVACY POLICY

**Last updated: [DATE]**

[BUSINESS NAME] is the controller of personal information processed through [WEBSITE].

[POSTAL ADDRESS]

[PRIVACY EMAIL]

We may collect information such as your name, billing and delivery addresses, email address, telephone number, order details, account information, communications with us, marketing preferences, and technical information concerning your interaction with our website.

We process information where necessary to fulfil your orders and our contract with you, comply with legal obligations, operate and protect our business, improve our services where we have a legitimate interest to do so, and send marketing where we have an appropriate lawful basis or consent.

We may share relevant information with payment processors, delivery companies, website and technology providers, professional advisers, fraud-prevention providers, analytics providers and authorities where legally required.

We do not sell customers' personal information.

We keep personal data only for as long as reasonably necessary for the purpose for which it was collected, including legal, tax, accounting, fraud-prevention and dispute-resolution requirements.

Depending on the circumstances, UK data-protection law provides rights relating to access, correction, deletion, restriction, objection, portability and withdrawal of consent.

You can exercise applicable rights by contacting [PRIVACY EMAIL].

You also have the right to complain to the Information Commissioner's Office if you believe your personal information has been processed unlawfully.

A UK business processing customer names, emails and similar personal information generally needs an accessible privacy notice explaining why it uses personal data, how long it keeps it and who it shares it with. ([ICO][10])

For email and similar direct marketing, businesses generally need consent unless an applicable existing-customer exemption applies, and recipients must be given a way to opt out. ([ICO][11])

---

# 4. COOKIE POLICY

**Last updated: [DATE]**

Our website uses cookies and similar technologies.

Some cookies are necessary for functions such as shopping baskets, checkout, security and remembering certain choices.

We may also use analytics, advertising or other optional technologies to understand website use or improve advertising.

Where consent is legally required, optional technologies will only be used after you have made the appropriate choice.

You can change your preferences through the **Cookie Settings** link on our website.

Our cookie banner should give customers genuine control over non-essential technologies rather than treating continued browsing as automatic consent.

ICO guidance requires website visitors to receive information about cookies and, where no exemption applies, appropriate agreement is required before using them. The ICO updated its detailed storage-and-access technology guidance in April 2026. ([ICO][10])

Your website should ideally provide **Accept**, **Reject** and **Manage preferences** controls for optional tracking.

---

# 5. DELIVERY POLICY

**Last updated: [DATE]**

We currently deliver to [UK / UK AND OTHER LOCATIONS].

Available delivery services and current delivery prices are shown during checkout.

Orders are normally processed within [X] working days.

Estimated delivery times are:

Standard UK delivery: [X–X working days]

Express UK delivery: [X–X working days]

International delivery, if offered: [DETAILS]

Delivery dates are estimates unless we have expressly agreed a guaranteed date.

Customers must provide a correct and complete delivery address.

If an order has been returned to us because an incorrect or incomplete address was supplied, additional delivery charges may apply before the order is sent again.

If your parcel has not arrived within the expected period, contact [EMAIL].

Unless another period has been agreed, UK distance-selling rules generally require delivery within 30 days. ([GOV.UK][1])

---

# 6. HONEY, FOOD SAFETY & ALLERGEN INFORMATION

This section is especially important for your website.

For online food sales, required food information generally needs to be available **before the purchase is completed**, with the limited exceptions specified by the regulations, and must also be available when the product is delivered. ([GOV.UK][2])

For each relevant product page, make sure the customer can see the product's proper food name, net quantity, country of origin, ingredients where there is more than one ingredient, allergen information where relevant, storage information where required, and any applicable warnings or nutrition information. The physical packaging must also contain the legally required information such as the appropriate durability date, lot/batch information and business operator details. ([GOV.UK][12])

For **pure honey**, you do not need to invent an “ingredients” list simply to say “100% honey”: UK guidance requires an ingredients list where a food has two or more ingredients. ([GOV.UK][13])

Honey has additional specific composition and naming requirements under the Honey Regulations. Country of origin is required. In England and Wales, where honey is blended from several countries and you choose not to list each country, current guidance allows wording such as **“blend of honeys from more than one country.”** ([GOV.UK][14])

Your physical label should therefore be reviewed for at least:

**Product name:** Honey / applicable legally permitted description

**Origin:** e.g. “Origin: United Kingdom” or the correct actual country; for applicable multinational blends, the correct blend wording

**Net weight:** e.g. 250g

**Best before:** [DATE/FORMAT]

**Lot/batch:** [LOT NUMBER]

**Food business operator:** [BUSINESS NAME + PHYSICAL UK POSTAL ADDRESS]

**Storage:** [YOUR APPROPRIATE STORAGE INSTRUCTIONS]

From January 2024, prepacked foods sold in Great Britain generally need a UK physical address for the relevant food business operator or importer; an email address by itself is not enough. ([GOV.UK][2])

If you sell products such as **honey with nuts, spices, flavourings, chocolate or other ingredients**, do not automatically use the pure-honey labelling template. Products containing two or more ingredients need an ingredients list, and regulated allergens used as ingredients must be identified appropriately. ([GOV.UK][13])

For food sold online, allergen information must be provided before completion of the purchase and again at delivery where applicable. ([GOV.UK][15])

### Important Honey Safety Notice

I recommend displaying:

**“Honey is not suitable for infants under 12 months.”**

This is a public-health safety recommendation rather than something I would present as a universal mandatory honey-label statement. UK government guidance advises that infants under one year should not be given honey because of the risk of illness including infant botulism. ([Help for Early Years Providers][16])

---

# 7. MEDICAL / HEALTH CLAIM DISCLAIMER

Put this either on product pages or in your footer legal information:

**Our honey products are sold as foods and are not medicines. Information provided on this website is for general information only and should not be regarded as medical advice. Our products are not intended to diagnose, treat, cure or prevent any disease. If you have a medical condition, allergy, dietary concern or are unsure whether a product is suitable for you, seek appropriate professional advice before consumption.**

This is particularly important because claims on websites and advertising count as commercial food claims; businesses cannot say or imply that honey treats, prevents or cures disease. Only authorised nutrition/health claims may be used where the nutrition and health claims rules apply. ([GOV.UK][7])

So I would **avoid claims such as** “cures coughs”, “treats infections”, “boosts immunity”, “anti-inflammatory treatment”, “heals stomach ulcers”, “detoxifies the body” or similar unless the precise statement is legally permitted and you meet all conditions for using it.

---

# 8. COMPLAINTS POLICY

If you have a complaint about an order or product, contact:

**Email:** [COMPLAINTS EMAIL]

**Address:** [BUSINESS ADDRESS]

Please provide your name, order number and details of your complaint.

We aim to investigate complaints fairly and provide a response as soon as reasonably possible.

If a consumer complaint cannot be resolved, current UK ADR rules can require traders to provide information about any applicable Alternative Dispute Resolution arrangement when communicating the outcome of the complaint. Businesses that are legally or contractually required to participate in a particular ADR scheme must also provide relevant scheme information in their terms/website. ([Business Companion][17])

Don't put the old EU Online Dispute Resolution platform wording into a new UK policy.

---

# 9. CANCELLATION FORM

Your Terms should also give customers an easy way to exercise their cancellation rights where those rights apply. UK distance-selling guidance specifically includes providing a standard cancellation form. ([GOV.UK][1])

You can use:

**To:** [BUSINESS NAME, ADDRESS, EMAIL]

I hereby give notice that I wish to cancel my contract for the sale of the following goods:

Order number: __________________

Products: ______________________

Ordered on: ____________________

Received on: ___________________

Customer name: _________________

Customer address: ______________

Date: __________________________

You do not need to require customers to use this particular form; accepting a clear cancellation request by email is sensible.

---

# 10. YOUR WEBSITE FOOTER

If you operate as a limited company, I would have this at the bottom of every page or easily accessible through your footer:

**[FULL LEGAL COMPANY NAME] Ltd, trading as [BRAND NAME]. Registered in England and Wales. Company No. [NUMBER]. Registered Office: [ADDRESS]. VAT No. [NUMBER, IF REGISTERED].**

Then directly underneath:

A limited company website must show the registered number, registered office address, place of registration and its limited-company status. Online sellers also need to give customers an email address, and a VAT number if VAT registered. ([GOV.UK][18])

# 11. IMPORTANT THINGS OUTSIDE THE WEBSITE

There are also compliance steps that cannot be solved by Terms & Conditions alone. A food business must register with its local authority before trading; FSA guidance says this should be done at least **28 days before food operations start**. ([Food Business Registration][19])

Your actual jars, boxes and gift products also need compliant labels. Honey is subject to specific compositional and labelling standards, while products containing other ingredients need the appropriate ingredients and allergen declarations. ([GOV.UK][14])

Also make sure your website does not use misleading fake discounts, fake countdown timers, fake stock messages, hidden mandatory fees or fake reviews. The UK's current consumer-protection regime under the Digital Markets, Competition and Consumers Act has specifically strengthened rules around misleading commercial practices, fake reviews and drip pricing. ([GOV.UK][4])

**The main details you now need to insert are:** your honey brand name, legal company name, company number, registered address, customer-service email, returns address, VAT number if applicable, delivery times/costs, countries you deliver to, and the exact honey origins/ingredients for each SKU.

Once those details are inserted, this gives you the main legal-policy structure I would expect on a professional UK honey e-commerce site.

[1]: https://www.gov.uk/online-and-distance-selling-for-businesses "Online and distance selling : Distance selling - GOV.UK"
[2]: https://www.gov.uk/guidance/food-labelling-giving-food-information-to-consumers "Food labelling: giving food information to consumers - GOV.UK"
[3]: https://www.gov.uk/online-and-distance-selling-for-businesses/online-selling "Online and distance selling : Online selling - GOV.UK"
[4]: https://www.gov.uk/government/publications/unfair-commercial-practices-cma207/unfair-commercial-practices "Unfair commercial practices - GOV.UK"
[5]: https://www.legislation.gov.uk/uksi/2013/3134/regulation/28?utm_source=chatgpt.com "The Consumer Contracts (Information, Cancellation and ..."
[6]: https://www.legislation.gov.uk/ukpga/2015/15/section/22?utm_source=chatgpt.com "Consumer Rights Act 2015, Section 22"
[7]: https://www.gov.uk/government/publications/great-britain-nutrition-and-health-claims-nhc-register?utm_source=chatgpt.com "Great Britain nutrition and health claims (NHC) register"
[8]: https://www.gov.uk/accepting-returns-and-giving-refunds?utm_source=chatgpt.com "Accepting returns and giving refunds: the law"
[9]: https://www.legislation.gov.uk/uksi/2013/3134/regulation/28/data.xht?view=snippet&wrap=true&utm_source=chatgpt.com "The Consumer Contracts (Information, Cancellation and ..."
[10]: https://ico.org.uk/for-organisations/advice-for-small-organisations/privacy-notices-and-cookies/cookies-and-privacy-notices-in-detail/ "Cookies and privacy notices in detail | ICO"
[11]: https://ico.org.uk/for-organisations/direct-marketing-and-privacy-and-electronic-communications/guide-to-pecr/electronic-and-telephone-marketing/electronic-mail-marketing/ "Electronic mail marketing | ICO"
[12]: https://www.gov.uk/food-labelling-and-packaging/food-labelling-what-you-must-show?utm_source=chatgpt.com "Food labelling - what you must show"
[13]: https://www.gov.uk/food-labelling-and-packaging/ingredients-list?utm_source=chatgpt.com "Food labelling and packaging: Ingredients list"
[14]: https://www.gov.uk/guidance/food-standards-labelling-durability-and-composition "Food standards: labelling and composition - GOV.UK"
[15]: https://www.food.gov.uk/business-guidance/getting-ready-to-start-your-food-business?utm_source=chatgpt.com "Starting a food business"
[16]: https://help-for-early-years-providers.education.gov.uk/health-and-wellbeing/food-safety?utm_source=chatgpt.com "Food safety - Help for early years providers"
[17]: https://www.businesscompanion.info/focus/alternative-dispute-resolution/the-adr-process?utm_source=chatgpt.com "The ADR process"
[18]: https://www.gov.uk/running-a-limited-company/signs-stationery-and-promotional-material "Running a limited company: your responsibilities: Signs, stationery and promotional material - GOV.UK"
[19]: https://register.food.gov.uk/ "Register a Food Business"

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