Effective and last updated: September 23, 2026

This policy covers ordering, payment, delivery, cancellation, returns and refunds. Mandatory rights in the delivery country prevail over conflicting limitations.

1. Orders and payment

Prices, currency, shipping, tax and discounts are shown at checkout. You are responsible for accurate contact, delivery and customs information and authority to use the payment method. Orders remain subject to inventory, payment, risk and compliance review. Before acceptance we may reject, limit or cancel for an obvious error, unavailable stock, failed verification, sanctions restriction, suspected fraud, resale or policy abuse. If we cancel after collecting payment, we will return the amount due to the original method; no unspecified deduction will be made.

2. Cancellation

The storefront currently permits direct cancellation of an order only while it is awaiting payment. For a paid order, contact support promptly. We may try to stop processing or dispatch, but cancellation is not guaranteed. Once dispatch cannot reasonably be stopped, the return rules apply. Statutory withdrawal rights remain unaffected.

3. Delivery

Dispatch and arrival dates are estimates unless expressly guaranteed. Delays may result from verification, customs, carrier disruption, weather, law or events beyond reasonable control. We will provide remedies required by law if delivery is materially delayed or fails. You are responsible for charges and delay caused by an incorrect address, refusal, failure to cooperate with customs or unavailable receipt, except where we caused the error. Risk transfers when you or your designated recipient takes physical possession, unless applicable law provides otherwise or you independently appointed a carrier not offered by us.

4. Return and after-sales window

Available after-sales types, reasons, evidence, return requirements and deadlines are shown in the order interface and may depend on destination law and order status. A displayed commercial deadline does not shorten a non-waivable legal guarantee. Where a statutory cooling-off right applies, including qualifying EU distance sales, it may permit withdrawal within 14 days after delivery without giving a reason, subject to lawful exceptions.

5. Damaged, defective, missing or incorrect goods

Contact us as soon as reasonably possible and provide the order number, description and reasonable evidence such as packaging, label and product photographs. We may request additional proportionate evidence or return of the item. Failure to provide an opening video alone will not automatically defeat a valid legal claim. Approved remedies may include repair where relevant, replacement, price reduction, full or partial refund, or another remedy required by law.

6. Condition of returns

Obtain return authorisation and use the specified address. For a change-of-mind return, inspect goods only as reasonably necessary. We may lawfully reduce a refund for diminished value caused by lighting, melting, use, contamination, missing parts, improper storage, alteration or damage beyond necessary inspection. Natural variations in beeswax colour, scent, texture, dimensions or finish are not automatically defects. Personalised goods and other legally exempt items may be non-returnable. A sale or clearance label does not remove rights for defective or misdescribed goods.

7. Return shipping and refunds

For a voluntary or statutory change-of-mind return, you pay return shipping where this was disclosed and law permits. We pay or reimburse reasonable return costs for confirmed incorrect, damaged or defective goods where required. Use trackable, adequately packed shipping; you are responsible for loss caused by inadequate packing or a carrier you select, subject to mandatory law. After receipt and inspection, we normally initiate an approved refund within 1–3 business days. Provider or bank posting may take a further 5–10 business days and is not guaranteed by us. Refunds go to the original method unless unavailable or another method is legally required. In an EU statutory withdrawal, the refundable amount includes standard outbound delivery where required; an optional expedited premium may be excluded.

8. Import charges, abuse and evidence

Disclosed duties, import tax, brokerage and currency or issuer charges are the customer's responsibility unless checkout states otherwise. We may investigate inconsistent evidence, item substitution, repeated abusive returns, promotion abuse, false non-delivery claims or unjustified chargebacks; request proportionate verification; preserve transaction and security records; and restrict accounts or remedies where supported by evidence and law. We will not reject a valid statutory claim solely because a customer previously exercised a right.

9. Preorders, promotions and gifts

Preorder availability and estimated dispatch may change as disclosed. Purchase limits apply across reasonably linked accounts. Refund value will not exceed the amount allocated to an item after discounts. A free gift tied to returned goods must also be returned or its disclosed value may be deducted where lawful.

10. Contact

Submit available requests through the order page or contact orders@hiveglows.com with the order number. Never return goods to an address that has not been authorised.

Order, Shipping, Returns and Refund Policy