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Refund & Cancellation Policy
Refund & Cancellation Policy Effective Date
1st August 2025
Thank you for shopping with Apiary Innovations. We take pride in producing premium, natural wellness and food products derived from ethically harvested bee ingredients. Please read our Refund and Cancellation Policy carefully before placing your order.
Refund Policy
Due to the nature of our products, we do not accept returns or issue refunds for reasons related to change of mind or customer preference. Our bee-derived products—including honey, bee venom, propolis, and pollen—are classified as consumables and hygiene-sensitive items, and we cannot resell returned items once shipped.
However, we will issue a full refund or replacement in the following cases:
– The product arrives damaged or broken.
– You receive the wrong product.
– Your order is lost in transit (after investigation with the courier).
– You cancel your order before dispatch (see Cancellation Policy below).
To Request a Refund:
Please contact us within 48 hours of receiving your order at support@apiaryinnovationsgroup.com, including:
– Your order number
– A brief description of the issue
– Clear photo evidence (for damaged or incorrect items)
We aim to resolve all eligible refund requests within 5–7 business days.
Non-Refundable Items
The following are strictly non-refundable and non-returnable:
– Opened or used items
– Perishable items (including honey and bee pollen)
– Items returned without prior approval
– Orders delivered more than 7 days ago
– Orders paid via Cash on Delivery (COD) unless proven defective or misdelivered
Order Cancellation Policy
Once your order has been confirmed, it enters our processing and fulfillment pipeline. We work with CoDirect Fulfillment in Nairobi for fast local dispatch within Kenya.
You may cancel your order:
– Within 1 hour of placing the order (automatically via website or by email)
– Before dispatch notification is sent (email us immediately)
To request a cancellation, please contact:
orders@apiaryinnovationsgroup.com
If the item has already been packed or handed over to our fulfillment partner, we will not be able to cancel it.
Refund Method
– For online payments: Refunds will be issued to the original payment method (e.g., MPESA, card, or bank) within 5–10 business days depending on your provider.
– For COD orders: Refunds (if approved) will be processed via MPESA or bank transfer only.
Return Address (for approved cases only)
Returns (only upon approval) must be sent to:
Apiary Innovations – Returns
Roy Business park, Baba Dogo Road, Nairobi
Note: Return shipping costs are the responsibility of the customer unless the return is due to an error on our part.
If you have any further questions, please don’t hesitate to contact us.
With gratitude,
Apiary Innovations
orders@apiaryinnovationsgroup.com
www.apiaryinnovationsgroup.com
