Refund policy

Effective date: 14 September 2026

This policy explains how returns, cancellations, refunds, faulty products, damaged deliveries and product-integrity concerns are handled when you purchase from TheSafeHive.

Important: Our registered office is not our standard customer returns address. Please contact us before sending returned goods so that we can provide the correct return instructions and, where applicable, a return label or return address.

Contacting us for return instructions does not remove or restrict any statutory cancellation right you may have.

1. Quick Summary

This summary is designed to make our returns process easier to understand. Please read the full policy because your rights and the appropriate return process depend on the reason for the return.

Changed your mind?

For most products bought online, you normally have a legal right to cancel within 14 days of receiving your order.

After telling us that you wish to cancel, you normally have a further 14 days to send the goods back.

In addition to your statutory rights, TheSafeHive offers a 30-day goodwill return period for eligible unused and unopened products.

Who pays return postage?

For ordinary change-of-mind returns, you are responsible for the direct cost of returning the goods.

You may normally:

arrange your own suitable return service; or
where available, ask us to provide a return label.

If we offer a paid return label for a change-of-mind return, we will tell you the cost before you choose to use it. If you agree, that amount may be deducted from your refund.

If the product is faulty, damaged, incorrect or misdescribed and we are responsible for the issue, we will cover reasonable return costs where required.

What if I open a product?

Our launch products are generally supplied in bottles, tubes or other containers with normal caps, pumps or closures rather than qualifying hygiene seals.

Opening outer packaging or inspecting a product does not automatically remove your statutory cancellation rights.

However, if you use, apply, dispense, contaminate, damage or otherwise handle a product beyond what is reasonably necessary to inspect it, we may be entitled to reduce your statutory refund to reflect any loss in value.

Our separate 30-day goodwill return policy is stricter. Products returned under that voluntary policy must normally remain unused and unopened.

What if the product is faulty or damaged?

Please contact us as soon as reasonably possible. We may ask for your order number, photographs, batch or lot information and other relevant details so that we can investigate the issue and provide the appropriate remedy.

What if I experience a reaction?

Stop using the product and follow the manufacturer's safety instructions. Seek appropriate medical advice where necessary.

Please also report the issue to us. An individual sensitivity or reaction does not automatically mean that a product is faulty, but we take adverse-reaction reports seriously and may investigate them as part of our product-integrity monitoring.

Contact information is provided in Section 35.

2. Your Statutory Rights

Nothing in this policy excludes, restricts or replaces your rights under applicable UK consumer law.

This includes rights arising under legislation such as:

the Consumer Rights Act 2015;
the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and
other applicable consumer-protection legislation.

Goods supplied by TheSafeHive must meet the standards required by law, including being:

as described;
of satisfactory quality;
fit for any particular purpose made known where the relevant legal requirements are met; and
otherwise compliant with your statutory rights.

If goods do not meet those standards, you may be entitled to a refund, replacement, repair, price reduction or another remedy depending on the circumstances and applicable law.

Where there is any conflict between this policy and rights that cannot legally be excluded or restricted, your statutory rights take priority.

3. Our Product-Integrity Approach

TheSafeHive is a verification-led retailer built around clearer, more transparent and better-informed product choices.

At launch, our product categories include:

skincare;
hair care;
body care; and
oral care.

Because these products can involve ingredients, direct body contact, usage instructions, batch information and individual sensitivities, our returns process is designed to protect both:

your consumer rights; and
product integrity, traceability and appropriate handling.

We may record and investigate:

returns;
refund requests;
product complaints;
adverse reactions;
suspected defects;
damaged or leaking products;
packaging problems;
incorrect products;
ingredient concerns;
product-page concerns;
batch or lot information; and
recurring product-quality issues.

This information may help us identify repeated product concerns, supplier issues, delivery damage, batch-related patterns, inaccurate listings or circumstances in which a product should be reviewed or withdrawn from sale.

Personal information will be handled in accordance with our Privacy Policy.

4. What This Policy Covers

This policy applies to products purchased directly from TheSafeHive through our website or another official TheSafeHive sales channel.

It covers:

statutory cancellation rights;
our voluntary 30-day goodwill return period;
change-of-mind returns;
reasonable product inspection;
used or opened products;
faulty goods;
damaged goods;
incorrect products;
misdescribed products;
adverse reactions;
ingredient or product-information concerns;
damaged or tampered deliveries;
missing items;
lost deliveries;
incorrect delivery details;
refused or uncollected parcels;
promotional discounts;
return postage; and
refunds.

This policy does not apply to products purchased from another retailer, brand website, marketplace or independent seller, even if that brand or product is also available through TheSafeHive.

5. Your 14-Day Statutory Cancellation Right

For most products bought online from TheSafeHive, you have the legal right to cancel the contract without giving a reason.

For most orders containing goods, the cancellation period ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods .

Where multiple products from the same order are delivered separately, the cancellation period will normally run from receipt of the final item.

You may also tell us that you wish to cancel before delivery.

To exercise your cancellation right, you simply need to make a clear statement that you wish to cancel.

You can email us or contact us using the details in Section 35.

You do not need to complete a particular cancellation form. Any clear communication telling us that you wish to cancel is sufficient.

Your cancellation is effective if you send your cancellation communication before the applicable cancellation period expires.

6. Returning Goods After Statutory Cancellation

Once you have told us that you are cancelling an eligible order, you must normally send the goods back:

without undue delay; and
no later than 14 days after the day on which you informed us of your cancellation.

Please contact us first so that we can provide the correct return instructions.

Our registered office is not our general returns address, so please do not send returned products there unless we specifically instruct you to do so.

You may normally arrange your own appropriate return service.

Where available, we may instead offer a return label.

We recommend keeping suitable proof that the goods were sent back.

See Section 35 for our contact details.

7. Our 30-Day Goodwill Return Period

In addition to your statutory rights, TheSafeHive offers a 30-day goodwill return period for eligible products.

You may request a goodwill return within 30 days from the date of delivery.

To qualify under this voluntary policy, the product must normally be:

unused;
unopened at the primary product container;
not dispensed;
not applied;
not tested or used;
uncontaminated;
undamaged;
in its original condition;
in its original packaging; and
suitable for resale.

Opening an outer cardboard box merely to inspect the product will not necessarily make the product ineligible, provided that:

the product container itself has not been opened or used;
all packaging is retained;
the product remains in its original condition; and
it remains suitable for resale.

Products that have been used, applied, dispensed, contaminated, materially damaged or otherwise made unsuitable for resale are not eligible for our voluntary 30-day change-of-mind return.

This 30-day goodwill policy is an additional benefit provided by TheSafeHive.

It does not restrict your statutory rights where goods are faulty, damaged, incorrect, misdescribed or otherwise fail to comply with consumer law.

8. Reasonable Inspection During the Statutory Cancellation Period

Your statutory cancellation rights are different from our voluntary 30-day goodwill policy.

During the statutory cancellation period, you may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly comparable to the inspection that would reasonably be possible in a physical shop.

Depending on the product, this can include:

looking at the product;
opening normal outer packaging;
checking the product container;
reading the label;
checking the ingredient list;
reviewing warnings;
reviewing instructions;
examining the size or appearance; and
confirming that the product supplied is the product ordered.

Simply opening outer packaging does not automatically mean that you lose your cancellation right.

However, handling may go beyond reasonable inspection where, for example, you:

apply a skincare product;
use a hair-care product;
use an oral-care product;
use a body-care product;
pump or dispense the product;
materially remove product from its container;
contaminate the product;
alter the product;
damage the product;
use the product for its intended purpose; or
otherwise handle it beyond what was reasonably necessary to inspect it.

Where statutory cancellation rights continue to apply but your handling has reduced the value of the goods, we may make a deduction from the refund to reflect the diminished value where permitted by law.

Any deduction will be assessed reasonably and in accordance with applicable consumer law.

9. Health and Hygiene Exceptions

Some consumer cancellation rights do not apply to particular categories of goods.

One relevant statutory exception can apply where:

goods are supplied sealed;
the goods are not suitable for return because of health-protection or hygiene reasons; and
the goods become unsealed after delivery.

We will only rely on this exception where it genuinely applies to the particular product and circumstances.

A normal cap, screw top, pump, lid, carton or ordinary product closure will not automatically be treated as creating a statutory hygiene exception merely because it has been opened.

Where a particular product is supplied with a qualifying hygiene or health-protection seal, we may provide additional information on the relevant product page.

The statutory hygiene exception is separate from the conditions of our voluntary 30-day goodwill return policy.

10. Products Used Beyond Reasonable Inspection

Where a product is returned following statutory cancellation and it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may assess whether its value has been reduced.

Examples may include:

applying the product to the skin;
dispensing product from a bottle or tube;
using shampoo or other hair-care products;
using oral-care products;
using body-care products;
removing a meaningful quantity of product;
contaminating the contents;
altering the contents;
damaging packaging in a way that materially affects value; or
otherwise using the product rather than merely inspecting it.

Where permitted by law, the refund may be reduced to reflect the resulting diminution in value.

This is different from our 30-day goodwill policy, under which used or opened products can generally be refused because that policy is voluntary.

11. Personal Preference

An opened or used product cannot normally be returned under our voluntary goodwill policy simply because it does not match a personal preference.

Examples may include preference relating to:

scent;
fragrance strength;
texture;
consistency;
colour;
feel on the skin;
finish;
lather or foam;
residue;
flavour or taste characteristics of an oral-care product; or
general personal preference.

A product not matching an individual's personal preference does not automatically mean that it is faulty, unsafe or misdescribed.

However, if you believe the product is faulty, contaminated, unsafe, damaged, materially different from its description or otherwise non-compliant with your statutory rights, please contact us so that we can assess the issue separately.

12. Allergies, Sensitivities and Adverse Reactions

Individual sensitivities and reactions can occur with skincare, hair-care, body-care and oral-care products.

Products may contain ingredients including, depending on the individual formulation:

fragrances;
essential oils;
botanical extracts;
surfactants;
preservatives;
active ingredients; and
substances that can cause sensitivity in some individuals.

Please read the product ingredient list, warnings, usage instructions and other relevant product information before use.

Where the manufacturer provides allergy, sensitivity, patch-testing or other safety instructions, please follow those instructions.

If irritation, allergy, sensitivity or another adverse reaction occurs:

stop using the product;
follow the manufacturer's safety instructions;
seek appropriate medical advice where needed; and
contact us.

Where available and relevant, please provide:

your order number;
product name;
batch code or lot number;
expiry date or period-after-opening information;
date of first use;
how the product was used;
a description of what happened;
photographs where appropriate; and
any other information reasonably relevant to our investigation.

You do not need to provide unnecessary medical information.

An individual reaction does not, by itself, establish that a product is defective, contaminated, unsafe or misdescribed.

We take adverse-reaction reports seriously and may review the product, batch information, supplier information or listing where appropriate.

Where you believe the product itself is faulty, unsafe, contaminated or misdescribed, your statutory rights remain unaffected.

13. Faulty, Damaged, Incorrect or Misdescribed Products

Please contact us as soon as reasonably possible if you believe that a product is:

faulty;
damaged;
leaking;
contaminated;
unsafe;
incorrect;
not as described;
not of satisfactory quality; or
otherwise non-compliant with your statutory rights.

To help us investigate efficiently, we may ask for:

your order number;
product name;
batch or lot number;
expiry or period-after-opening information where applicable;
photographs or video;
photographs of packaging;
a description of the problem;
whether the product has been opened;
whether the product has been used; and
when the issue was first noticed.

We may ask for the product to be returned where this is reasonable and appropriate.

Where we are responsible for a faulty, damaged, incorrect or misdescribed product, we will cover reasonable return costs where required.

Nothing in this process makes your statutory rights conditional on us agreeing that a problem exists before you contact us.

14. The 30-Day Short-Term Right to Reject Faulty Goods

Where goods do not conform to the requirements of the Consumer Rights Act 2015, you may have a statutory short-term right to reject them.

For most goods, this right lasts for 30 days, subject to the applicable legal rules concerning when that period begins and circumstances in which it may be paused or otherwise affected.

This right can apply where goods are, for example:

faulty;
not of satisfactory quality;
not fit for an applicable purpose;
not as described; or
otherwise non-conforming.

Where you validly exercise the statutory short-term right to reject, you may be entitled to a refund in accordance with the law.

Your statutory faulty-goods rights are separate from both:

the 14-day distance-selling cancellation right; and
our voluntary 30-day goodwill return policy.

15. Faults Identified After the Initial 30 Days

Statutory rights can continue after the initial 30-day short-term right to reject has expired.

Depending on the circumstances, the law may provide rights to:

repair;
replacement;
price reduction;
a final right to reject; or
another appropriate remedy.

Many products sold by TheSafeHive are consumable personal-care products for which physical repair may not be practical.

Where repair is not a realistic remedy, this does not remove your statutory rights. The appropriate remedy will depend on the circumstances and applicable law.

Where a fault becomes apparent within the first six months, consumer law may provide an evidential presumption that the problem existed when the goods were supplied unless the trader can establish otherwise, subject to the nature of the goods and circumstances.

After six months, you may be required to provide evidence that the problem existed when the goods were supplied.

We are not responsible for problems caused solely by circumstances arising after delivery such as:

misuse;
accidental damage;
incorrect storage;
contamination after delivery;
use contrary to instructions;
use after expiry;
normal deterioration consistent with the nature of the product; or
use for an unintended purpose.

Any assessment will take account of the product, circumstances and your statutory rights.

16. Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We process orders promptly, so it may not always be possible to stop a parcel once it has entered fulfilment or carrier processing.

If we successfully cancel the order before dispatch, we will refund the amounts due.

If the parcel has already been dispatched, this does not automatically remove any statutory cancellation right you may have.

We will explain the appropriate next steps.

If we specifically instruct you to refuse delivery following a valid cancellation, the return will be dealt with in accordance with your applicable cancellation rights.

17. Product-Page, Ingredient and Product-Information Concerns

TheSafeHive may provide information including:

product descriptions;
ingredient lists;
ingredient explanations;
brand information;
certification information;
product claims;
usage information;
warnings; and
other evidence or contextual information.

We aim to present this information accurately and clearly.

If you believe that information on a product page is:

inaccurate;
incomplete;
outdated;
unclear;
inconsistent with the physical product;
misleading; or
otherwise concerning,

please contact us.

Where appropriate, we may:

review the product page;
check the physical product;
contact the supplier, brand or manufacturer;
request supporting evidence;
amend ingredient information;
update a product description;
amend or remove a claim;
update safety information;
pause a listing;
withdraw a product from sale; or
take another appropriate action.

If you purchased a product in reliance on materially incorrect information, your request will be considered in accordance with your statutory rights.

Nothing in this section limits rights you may have in relation to misleading or otherwise unlawful commercial practices.

18. Damaged Parcels, Leaking Products and Tampered Packaging

Please inspect your order when it arrives.

damaged;
leaking;
broken;
opened unexpectedly;
visibly tampered with;
missing items;
contaminated; or
otherwise potentially unsafe.

Where possible, please provide:

your order number;
photographs of the outer parcel;
photographs of the inner packaging;
photographs of the affected product;
photographs showing leakage, breakage or damage;
a photograph of the delivery label where relevant; and
a brief description of what happened.

Do not use a product if you reasonably believe it may have been contaminated or materially damaged in transit.

Please do not send leaking, broken, contaminated or potentially unsafe products through the post without contacting us first.

We may provide specific instructions concerning safe storage, disposal or return.

19. Missing or Incorrect Items

If an item is missing from your order or you receive the wrong product, please contact us.

Please provide your order number and, where useful, photographs of:

the parcel;
items received;
inner packaging;
packing information; and
delivery packaging.

Where the error is our responsibility, we will provide the appropriate remedy.

This may include a replacement, refund or other solution depending on the circumstances and your legal rights.

20. Lost, Delayed or Misdelivered Parcels

If your order has not arrived when expected, please contact us.

We may investigate the delivery with the relevant carrier.

Please report delivery problems as soon as reasonably possible because prompt reporting can make carrier investigations easier.

Any request that you report an issue promptly does not remove statutory rights that otherwise apply.

Except where the law provides otherwise, goods normally remain at our risk until they come into the physical possession of you or a person you have identified to receive them.

An exception can apply where you independently arrange a carrier that was not offered by TheSafeHive.

If a carrier we arranged loses, damages or incorrectly delivers a parcel before it reaches you or your nominated recipient, we will handle the matter in accordance with our legal responsibilities.

21. Incorrect Addresses, Uncollected Parcels and Refused Delivery

You are responsible for providing complete and accurate delivery information when placing an order.

If you discover an error before dispatch, contact us immediately.

We will try to amend the delivery information where reasonably possible, but we cannot guarantee that changes can be made once fulfilment has started.

Incorrect address

If an address supplied by you is incorrect or incomplete and the parcel is successfully delivered in accordance with the information you provided, we may be unable to recover the parcel or provide a free replacement.

We will assess the circumstances individually.

Parcel returned to us

If a parcel is returned to us because:

the delivery address was incorrect or incomplete;
delivery was attempted but the parcel was not collected; or
another customer-controlled delivery issue prevented completion,

we will contact you where reasonably possible.

If you want the goods resent, you may be required to pay an additional reasonable delivery charge where the failed delivery was caused by information or circumstances for which you were responsible.

If you instead exercise a valid statutory cancellation right, the refund will be handled under the statutory cancellation provisions of this policy.

Carrier or TheSafeHive delivery failure

We will not treat a carrier failure or delivery problem for which we are responsible as though it were caused by the customer.

Refused delivery

If you refuse a parcel after validly cancelling the order, or because we specifically instructed you to refuse it, the return will be treated in accordance with your applicable statutory rights.

22. Change-of-Mind Return Postage

For eligible change-of-mind returns, you are responsible for the direct cost of returning the goods unless:

we agree otherwise; or
applicable law requires us to bear the cost.

This applies to statutory change-of-mind returns where you were informed before entering the contract that you would be responsible for return costs.

You may normally use an appropriate return service of your choice.

We recommend using a service that provides suitable proof of postage or tracking.

Where available, we may offer a return label.

If a return label is offered for a change-of-mind return:

we will tell you the cost before you choose it; and
if you agree to use it, that cost may be deducted from your refund.

For faulty, damaged, incorrect or misdescribed goods, we will cover reasonable return costs where the issue is our responsibility and the law requires us to do so.

Please contact us before returning leaking, contaminated, damaged or potentially unsafe products.

23. Packaging Your Return

You are responsible for taking reasonable care when packaging goods for return.

Please:

use suitable protective packaging;
close bottles, tubes, caps and pumps securely;
prevent avoidable leakage;
protect products from damage; and
follow any return instructions we provide.

Where goods suffer additional damage because they were inadequately packaged for return, this may be taken into account where permitted by law.

This does not allow us to reduce or refuse a refund where doing so would conflict with your statutory rights.

24. Statutory Cancellation Refund Timing

Where you validly cancel an eligible order under your statutory cancellation rights, we will make the refund without undue delay.

Where goods must be returned, we may withhold reimbursement until:

we receive the goods back; or
you provide evidence that you have sent the goods back,

whichever occurs first, where the law permits us to do so.

We will not impose an artificial requirement that evidence must include a particular carrier, tracking service or recorded parcel weight where the law does not require it.

Where applicable, reimbursement will be made no later than the statutory deadline.

Refunds will normally be made using the same payment method used for the original transaction unless another lawful method is agreed.

Your bank, card provider or payment service may require additional processing time after we issue the refund.

25. Refund Timing for Our 30-Day Goodwill Returns

For returns made solely under our voluntary 30-day goodwill policy, we will inspect the returned product after it arrives.

For approved goodwill returns, we normally aim to process the refund within 7 calendar days after receipt and inspection.

Payment-provider processing times are outside our direct control and may mean that the refunded amount takes additional time to appear in your account.

This goodwill processing target does not replace any shorter refund deadline that applies under statutory law.

26. Original Delivery Charges

Where you cancel your entire eligible order within the statutory cancellation period, we will refund the amount required by law for the original delivery.

If you paid for an enhanced delivery option that cost more than our least expensive standard delivery option, we are not required to refund the additional amount attributable to the enhanced service.

For example, where both standard and premium delivery were available and you chose premium delivery, the refundable delivery amount may be limited to the standard-delivery amount.

Where you return only part of an order, the original delivery charge will not normally be refunded unless required by law or appropriate in the circumstances.

Original delivery charges are not normally refunded for a voluntary goodwill return made after the statutory cancellation period.

These rules do not prevent you receiving appropriate remedies where goods are faulty, damaged, incorrect or misdescribed.

27. No General Exchanges

TheSafeHive does not currently operate a general exchange service for change-of-mind returns.

If you want a different product, you should normally:

return the eligible original product in accordance with this policy; and
place a new order for the product you want.

This helps us maintain clear product, payment, stock and batch traceability.

This no-exchange policy does not restrict your statutory rights.

Where a product is:

faulty;
damaged;
incorrect; or
otherwise non-conforming,

a replacement may be available where appropriate.

A statutory or remedial replacement is not treated as an ordinary change-of-mind exchange.

28. Discounts and Promotional Orders

Products purchased using a discount or promotion continue to carry the same statutory consumer rights as products purchased at their standard price.

This includes orders using offers such as:

first-order discounts;
percentage discount codes; and
multi-item or quantity-based discounts.

Where an eligible product is returned, the refund will normally be based on the amount actually paid and attributable to that product after the relevant discount.

A return will not result in a refund greater than the amount actually paid for the returned product.

We will not normally retrospectively increase the price of products you keep merely because a return means the original order would no longer meet a promotional threshold, unless:

the particular promotional terms clearly explained this before purchase; and
doing so is permitted by applicable law.

Where a promotion has separate published terms, those terms should be read alongside this policy.

Promotional terms cannot remove statutory consumer rights.

29. Proof of Purchase

We may ask for reasonable evidence that the product was purchased from TheSafeHive.

This may include:

your order number;
order confirmation;
email confirmation;
payment record; or
other reasonable evidence of purchase.

The purpose of requesting proof of purchase is to confirm that the transaction was made with TheSafeHive and identify the relevant order.

30. How to Start a Return

To start a return, contact us using the details in Section 35.

Where relevant, please provide:

your full name;
order number;
product name;
reason for return;
whether the product container has been opened;
whether the product has been used or dispensed;
photographs where the item is damaged, faulty, leaking, incorrect or otherwise concerning;
batch or lot number, where visible; and
expiry or period-after-opening information, where relevant.

For an ordinary change-of-mind return, you do not need to provide a detailed reason.

Please wait for the correct return instructions before physically sending goods, because our registered office is not our standard returns address.

Requesting that you contact us for return instructions does not mean that exercising a statutory cancellation right requires our prior approval.

31. Return Reasons and Product-Integrity Monitoring

For operational and product-integrity purposes, we may record the reason for a return or complaint.

Categories may include:

changed mind;
no longer required;
ordered wrong product;
wrong product received;
damaged in transit;
leaking;
missing item;
faulty product;
quality concern;
adverse reaction;
ingredient concern;
allergen concern;
scent or texture preference;
product not as described;
product-page information concern;
expired or short-dated product;
packaging concern;
contamination concern;
tamper concern;
certification or product-claim concern; or
other.

These categories help us monitor:

product quality;
customer experience;
supplier performance;
fulfilment accuracy;
carrier damage;
batch-related concerns; and
listing accuracy.

The categorisation of a complaint does not itself determine or restrict your legal rights.

32. How to Cancel an Eligible Order

You do not need to complete a cancellation form.

To cancel an eligible order, simply email us or contact us and clearly state that you wish to cancel your order or contract.

Where possible, please include:

your name;
your order number;
the product or products you wish to cancel; and
the email address associated with the order.

You do not have to provide a reason for exercising an eligible statutory cancellation right.

Your cancellation communication must be sent within the applicable cancellation period.

Contact details are provided in Section 35.

33. Complaints

You can contact us if you have a complaint about:

a product;
a return;
a refund;
a delivery;
product information;
an ingredient listing;
a product claim;
product quality; or
the way your request has been handled.

Please include enough information for us to identify your order and understand the issue.

We will aim to review the matter fairly and explain our response clearly.

Nothing in our internal complaint process limits any statutory right or external remedy available to you.

See Section 35 for contact information.

34. Policy Updates

We may update this policy from time to time to reflect:

changes to our product range;
changes to our fulfilment or return processes;
changes to applicable law or regulatory guidance;
improvements to our product-integrity procedures; or
changes to our operations.

The policy applicable to your purchase will normally be the version in force when you placed your order, unless a later change gives you additional rights or otherwise applies by law.

No update to this policy will retrospectively remove statutory rights that applied to your purchase.

35. Contact & Company Information

If you need to:

start a return;
cancel an eligible order;
request a refund;
report a damaged or faulty product;
report a missing or incorrect item;
report an adverse reaction;
raise a product-information concern;
make a complaint; or
ask a question about this policy,

please contact us using the information below.

Trading name: TheSafeHive
Legal entity: THESAFEHIVE LTD
Company number: 16830170
Email: support@thesafehive.com
Website: thesafehive.com

Registered office:
124 City Road
London
England
EC1V 2NX

Important: Our registered office is for company and legal correspondence and is not our standard customer returns address.

Please contact us before sending returned products. We will provide the appropriate return instructions and, where applicable, the correct return address or return label.

This arrangement does not restrict your right to notify us of a statutory cancellation.