Returns and Refunds

Changed your mind? That's okay.

You've got 30 days to send back anything unopened, and returns are always free. The only rule: both seal stickers need to be right where we put them.

The seal rule

Two seals. Both intact. That's the deal.

Every Honeybalm box is closed with two small, clear round stickers. They show your balm is fresh, untouched and all yours. Lip care goes straight on your lips, so once a seal is broken, we can't take it back. Hygiene first, always.

Seal 1: on the top flap, at the front of the box

Seal 2: on the bottom flap, under the barcode

Can I return it?

How to return

1. Get in touch. Contact our Customer Service team for your country within 30 days of delivery. You'll find them on our contact page. Have your order number ready.
2. Snap the seals. We might ask for a quick photo showing both seals intact.
3. Get your free label. Once your return is approved, we'll send you a prepaid return label.
4. Send it back. Pop it in the post within 14 days.
5. Get your refund. We aim to refund within 14 working days of your return landing with us, to your original payment method.

Something not right with your order?

Broken, leaking, the wrong flavour or something missing? That's on us. Send our Customer Service team your order number and a photo, and we'll send you a new one for free. Prefer a refund? Just say so. No need to send anything back.

Opened it and not loving it?

We get it. Not every flavour is a match. But once a seal is broken, we can't take it back. We'd still love to hear what didn't work for you. Your feedback helps us make the next drop even better.

Return Policy

This policy applies to all orders placed on honeybalm.au, wherever you live. 

1. Returning unopened products (30 days)
1.1 You may return any product for a refund within 30 days of the day you receive it. You don't need to give a reason.
1.2 A product can only be returned if it is unopened and both seal stickers on the box are intact: present, unbroken, and not removed or reapplied. Please return it in its original packaging.
1.3 Our lip care products are applied directly to the lips. For health and hygiene reasons, a sealed product that has been unsealed after delivery cannot be returned. Where the law of your country gives you a right to cancel, that right ends for a product once its seal has been broken.
1.4 To start a return, contact the Customer Service team for your country within 30 days of delivery, quoting your order number. You'll find the right contact details on our contact page. We will ask for a photo showing both seal stickers.
1.5 Returns are free. Once your return is approved, we'll send you a prepaid return label. Please send the product back a.s.a.p. after receiving the label.
1.6 We'll check the product when it arrives. If a seal has been broken, removed or reapplied, we can't refund it. We'll let you know and may send the product back to you.
1.7 We'll refund you within 14 days of receiving the product, to your original payment method.

2. Opened products
2.1 We can't accept returns of opened products, or products with a broken or missing seal, because you've changed your mind or don't like the flavour, scent, texture or colour.
2.2 This does not affect your rights if a product is faulty, damaged or not as described (see section 3).

3. Faulty, damaged, incorrect or missing items
3.1 If a product arrives damaged or faulty, you received the wrong product, or something is missing from your order, please contact the Customer Service team for your country as soon as possible. Include your order number and a photo of the product or packaging.
3.2 We'll send you a free replacement. You don't need to send the faulty product back. If a replacement isn't possible, or you'd prefer not to have one, we'll work with you to find a suitable solution.
3.3 UK and Australian customers can choose a full refund instead of a replacement.
3.4 If you experience irritation or a reaction, stop using the product and contact us.

4. Gifts, bundles and promotions
4.1 Received a gift? You can return it under the same conditions using the order number. The refund goes to the original buyer.
4.2 Products bought in a bundle, set or promotion can be returned individually if their seals are intact. The refund is based on the price actually paid for that product. If a free or discounted item depended on the full order, we may deduct its value from the refund or ask you to return it.

5. Your statutory rights
5.1 UK customers: you have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
5.2 EU customers: you have rights under the consumer law of your country.
5.3 Australian customers: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 
5.4 US customers: this policy is in addition to any rights you have under the laws of your state.
5.5 Canadian customers: this policy is in addition to any rights you have under the consumer protection laws of your province or territory.

6. Contact
For returns and questions, contact the Customer Service team for your country via our contact page.