Terms & Conditions

At The True Honey Co. we like to keep things fair, honest and above board. And our lawyers are rather keen on that too.

Please read these lovely terms and conditions carefully and make sure that you understand them, before ordering any of our delicious Manuka honey from our website.

Every now and then we need to amend these terms and conditions so please do check them each time you place an order to make sure you know everything you need to know about your order!

TERMS & CONDITIONS

Welcome to The True Honey Co. website www.truehoneyco.co.uk

We harvest, craft, bottle and sell nothing but authentic Manuka honey from New Zealand’s most remote and pristine locations, taking care at every step from bee to you.

Seeing as this is our online home, when you place an order from this website you’re agreeing to our Terms and Conditions. Oh, and by the way, when we say ‘us, we, our or ourselves’, we mean The True Honey Co. Limited (a company set up in beautiful New Zealand with registered number 5022120). And when we say ‘you’ – well, you get the picture.

Registered Address:

The True Honey Co. Limited
34A Aerodrome Drive, RD 2
PO Box 109
Dannevirke 4942
New Zealand

*This address does not take any payment or sales on site, it’s just an office and warehouse (albeit very nice and cosy ones).

We spend many long hours to ensure that this is the best possible website we can give our customers. Things don’t always go to plan, but we promise to jump on any problems and try to sort them straight away. So, if you spot anything amiss,  please buzz us at hello@truehoneyco.co.uk, so we can sort it out as pronto as possible.

We hope you have a lovely experience on our website.

OUR PRODUCTS

Our Manuka honey is, in our humble opinion, one of the best things around, and we have tried our best to show how good it looks on our website, however the images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we can’t guarantee that your computer’s display of the colours accurately reflect the colour of our Manuka honey which varies from bee to bee and whilst provably stating the obvious, the size will probably not be the same as what you see on your screen! so products may vary slightly from those images.

Please also note that we try to make sure that our packaging is always as easy on the eye as possible, so it may vary a bit from the images shown on our website.

ORDERING

Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process

By saving your details for next time, you can make it easier to reorder in future. So we give you the option to register and create an account.

Very occasionally, if the ordering technology fails us or we make a genuine mistake, your order may be unsuccessful. While we don’t accept any liability for this, we’ll bend over backwards to sort it out for you quick smart.

By sending you a second e-mail that confirms that the Products have been dispatched (Contract between us will only be formed when we send you the Dispatch Confirmation).

After you place an order, you pay the total at the end of the checkout process.  We only accept credit or debit cards, and PayPal in the name of the customer placing the order. Once you’ve placed an order, you’ll get an acknowledgment email (usually within 24 hours), however, please we always want to be sure we have sufficient quantities in stock to satisfy your thirst for honey, so this acknowledgment email does not mean that your order has been accepted. Only once you have received a second email (usually within a further 24 hours of the acknowledgment email) will your order be confirmed dispatched, so you can track your parcel, at which point a contract is formed between us. Please note that if we receive your order any later than 4pm (UK time) it will not be processed until the following working day.
If we are unable to supply you with any product, for example because it is out of stock or no longer available or because we cannot meet your requested delivery date or because of an error in the price on our site, we will inform you of this by e-mail and we will not process your order. If you have already paid for the products, we will refund you the full amount including any delivery costs charged as soon as possible

If we believe you have failed to act in accordance with these Terms and Conditions, we reserve the right to cancel or suspend your order. A failure on your part includes not paying for ordered products and fraudulent use of our website and/or sales. We also reserve the right at our discretion to bar certain email addresses and telephone numbers from accessing our website to place orders. We won’t accept orders from customers who we’ve barred, cancelled or suspended without prior consent.

AVAILABILITY

We’ll do our darndest to ensure that the product you order is available. But very rarely, we might run out of the product you want, between you ordering and us despatching. If that happens, we’ll be in touch to offer an alternative product or a refund.

PAYMENT INFORMATION

We accept Visa, MasterCard, PayPal (Braintree).

DELIVERY

We will contact you with an estimated delivery date, which will be within 3 working days after the date of the dispatch confirmation email. Occasionally our delivery to you may be affected by an event outside of control, however we will contact you if this ever applies.
[If no one is available at your address to take delivery, you will be left a note that the products have been returned to our premises, in which case, please contact us to rearrange delivery.]

Delivery of an order shall be completed when we deliver the products to the address you gave us and the products will be all yours from that time.
Delivery or performance dates in relation to the supply by the Supplier of Products are approximate only and, unless otherwise expressly stated, time is not of the essence for delivery of the products.

If you are based outside of the UK then the cost of delivery will be advised to you in advance and on delivery. We will provide to you such export documents as are necessary, however you will be responsible for obtaining at your own cost any import licences and other consents that might be needed in relation to our products, and if required you may need to make those licences and consents available to us prior to the relevant shipment.
Please note that there are some countries that we are sadly unable to deliver to. If we are unable to deliver to your location for any reason then we will let you know.

CONTACTING US

Our New Zealand office is open from Monday to Friday 9am to 4pm, remembering we are 11 to 12 hours ahead of UK time. You can call us on FREE PHONE 0808 2343700 and leave us a detailed message along with your contact details including an email address, or alternatively, email hello@truehoneyco.co.uk with your comments, problems or questions. We commit to get back to you within 48hrs Monday to Friday normal working days.

PRICES

The prices on our UK website are in Pound Sterling. The price you see on the website is the price you will be charged including VAT (if any). The associated delivery charges, if any as we normally ship for free, will be clearly shown on our website before you place your order.

Prices may change from time to time, but such changes will not affect any order you have already placed, unless, despite our reasonable efforts, some of the products on our website are incorrectly priced. If we discover an error in the price of the products, you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

VAT

All of the product prices and delivery fees set out on our website are subject to value added tax or similar sales tax in the country that you are buying our products from (or any tax that replaces such sales taxes). Most honey in the UK is zero rated for VAT (We wish all counties had the same attitude with natural food products but in some countries we have to add local taxes). When you buy our products, you will also need to pay the relevant tax for those products and their delivery. We will advise you on the amount payable in relation to such taxes when you place your order. If you are required under any applicable law to withhold or deduct any amount from the payments due then you will need to increase the sum payable to us by the amount necessary to pay us in full If the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the products in full before the change in VAT takes effect.

CANCELLING ORDERS AND RETURNS

If our goods are faulty, have been wrongly described, are different from the sample shown to you or don’t do what they’re supposed to then you have the right to choose between a refund, exchange or a credit note.
We stand behind our products and their quality, so if you’re less than thrilled about the honey you have bought from us, please contact us within 14 days of purchase via email: hello@truehoneyco.co.uk or call us at on our Free Phone 0808 2343700 and leave a detailed message.  Provided that you have contacted us within this 14-day period, we’ll happily refund the price once you have returned the honey as set out below.
If you are returning your order to us, please repack it safely and send it within 14 days of receiving it and include a note to tell us why you’re sending it back. All returns must be sent to our UK warehouse partner at Northampton which is:

James and James Fulfilment Ltd
Liliput Road
Brackmills Industrial Estate
Northampton
NN4 7DT

We’ll refund you within 7 days of receiving it. If you’re cancelling your order because you’ve changed your mind, you’ll need to pay the costs of returning the honey to us (if they’ve already been dispatched). If the products you receive are damaged or faulty or do not match the description that we provided to you, then please ensure that your package includes details of how much you paid to post it back to us and once we’ve received the returned products we will refund you for your associated postage costs and you can choose an exchange or a full refund for the products themselves. If you used vouchers to pay for the products we may refund you in vouchers.
Please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop, although truth be told we hardly ever need to rely on this clause because our customers are so careful.
As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this or anything else in these terms and conditions. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

DAMAGED PARCELS

Please forgive us if you receive a damaged parcel or it doesn’t match the description of what you ordered. We’ll also happily refund or replace your item(s), and pick up the tab for the return courier or mail charges in accordance with the “Cancelling Orders and Returns” above.
Below are some good reasons for returning your order. Please help us by emailing hello@truehoneyco.co.uk with a snapshot of the issue.

  • Glass jar damaged or broken on arrival
  • Honey does not meet your expectations – a quality issue with the product
  • We’ve got it wrong and your product differs from the order you placed
  • The seal of the tamper proof label was broken when you received it

Events Outside Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations caused by an act or event beyond our reasonable control, including various things that we hope will never ever happen (but sadly sometimes do), like strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

If an event outside our control takes place that affects the performance of our obligations then we will notify you as soon as reasonably possible and our obligations will be suspended, and the time for performance of our obligations will be extended, until the particular event has been sorted out. Where an event outside our control affects our delivery, we will arrange a new delivery date with you as soon as the relevant is over.
You may cancel any order affected by an event outside our control which has continued for more than 30 days. To cancel please contact us.

PRIVACY AND PERSONAL DATA

Your personal info is only used for processing and invoicing your order. If you’d like to be kept up to date with all the new exciting True Honey Co. news, please opt in for our newsletter via our Facebook page, on this website or emailing hello@truehoneyco.co.uk

INTELLECTUAL PROPERTY

You acknowledge that all texts, designs, trademarks, logos, brand names, product names, titles, sounds, music, graphics, video interfaces, visual interfaces, photographs, artwork and source code including, but not limited to, the functioning look and feel of such contents contained on this website are owned by us or their respective owners and are protected by trade dress, copyright, patent and trademark laws and various other intellectual property rights and unfair competition laws.

Posting policy

The following provisions apply to any comments, statements, blogs, feedback or interactions that you wish to post and are posted ( “Posts”) on this website and TTHC social media accounts:

(a) TTHC reserves the right without notice or explanation to:

  1. not allow the posting of any specific Post; and
  2. edit any specific Post; or
  3. remove any Post

(b) Personal abuse, foul language, inappropriate subject matter or discriminatory remarks of any nature will not be tolerated;

(c) You agree to indemnify TTHC on demand for any loss or costs of whatever nature suffered by TTHC whether direct or consequential as a result of any post by you.

Our liability to you

This is particularly important, so please pay close attention.

If we fail to comply with these terms and conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.

We only supply the Products for domestic and private use. You agree not to use the product for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We do not in any way exclude or limit our liability for:

(a) death or personal injury caused by our negligence;

(b) fraud or fraudulent misrepresentation;

(c) where you are a UK customer, any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);

(d) where you are a UK customer, any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples);

(e) where you are a UK customer, defective products under the Consumer Protection Act 1987; and

(f) anything that cannot be excluded under the applicable law of the country in which our products are delivered to you in accordance with a particular order.

Inappropriate posts

The number one rule on this site is ‘always play nice’. So we have some strict policies around posts by users, to make sure only fair, factual and accurate comments and statements are posted on this site. If you feel a post on this site doesn’t meet our standards of niceness, please let us know.

Amendments

We have the right to amend these Terms and Conditions from time to time, effective as soon as they’re placed here.  By continuing to use this site you’re agreeing to be bound by the amended Terms and Conditions and every time you order products from us, the terms in force at the time of your order will apply to the agreement formed between you and us. Such amendments may include replacing these Terms and Conditions with entirely new Terms and Conditions. (Although that sounds like rather a lot of work so it is more likely to be little things to reflect developments to our website or products, or changes in the law).

The law

Heaven forbid that we should argue, but all purchases from us and transactions through this website are governed by and subject to the laws of England and Wales and you agree that the courts of England have exclusive jurisdiction, however if you are based outside of the United Kingdom then we may take proceedings against you in any other court of competent jurisdiction.

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 MGO 100 MGO 200 MGO 300 MGO 400

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Nutritional Information 300+ MGO
Serving size: 5g (1 tsp)  
  Ave Qty
Per Serving
Ave Qty
Per 100g
Energy 67kJ 1340kJ
Protein 0.0g 0.4g
Fat, total 0.0g 0.0g
– saturated 0.0g 0.0g
Carbohydrates 4.0g 79.6g
– sugars 3.9g 78.1g
Sodium 0.6mg 12.0mg
Not suitable for infants under 12 months of age  

INGREDIENTS:

New Zealand Manuka Honey 

STORAGE:

Upright at room temperature 

MGO 300+

Every batch of our honey is independently tested for its methylglyoxal levels. This MGO 300+ Manuka Honey is certified to contain at least 300mg/kg of methylglyoxal.

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Nutritional Information 500+ MGO
Serving size: 5g (1 tsp)  
  Ave Qty
Per Serving
Ave Qty
Per 100g
Energy 67kJ 1340kJ
Protein 0.0g 0.4g
Fat, total 0.0g 0.0g
– saturated 0.0g 0.0g
Carbohydrates 4.0g 79.6g
– sugars 3.9g 78.1g
Sodium 0.6mg 12.0mg
Not suitable for infants under 12 months of age  

INGREDIENTS:

New Zealand Manuka Honey 

STORAGE:

Upright at room temperature 

MGO 500+

Every batch of our honey is independently tested for its methylglyoxal levels. This MGO 500+ Manuka Honey is certified to contain at least 500mg/kg of methylglyoxal.

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Nutritional Information 700+ MGO
Serving size: 5g (1 tsp)  
  Ave Qty
Per Serving
Ave Qty
Per 100g
Energy 67kJ 1340kJ
Protein 0.0g 0.4g
Fat, total 0.0g 0.0g
– saturated 0.0g 0.0g
Carbohydrates 4.0g 79.6g
– sugars 3.9g 78.1g
Sodium 0.6mg 12.0mg
Not suitable for infants under 12 months of age  

INGREDIENTS:

New Zealand Manuka Honey 

STORAGE:

Upright at room temperature 

MGO 700+

Every batch of our honey is independently tested for its methylglyoxal levels. This MGO 700+ Manuka Honey is certified to contain at least 700mg/kg of methylglyoxal.

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Nutritional Information 850+ MGO
Serving size: 5g (1 tsp)  
  Ave Qty
Per Serving
Ave Qty
Per 100g
Energy 67kJ 1340kJ
Protein 0.0g 0.4g
Fat, total 0.0g 0.0g
– saturated 0.0g 0.0g
Carbohydrates 4.0g 79.6g
– sugars 3.9g 78.1g
Sodium 0.6mg 12.0mg
Not suitable for infants under 12 months of age  

INGREDIENTS:

New Zealand Manuka Honey 

STORAGE:

Upright at room temperature 

MGO 850+

Every batch of our honey is independently tested for its methylglyoxal levels. This MGO 850+ Manuka Honey is certified to contain at least 850mg/kg of methylglyoxal.

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Nutritional Information 1000+ MGO
Serving size: 5g (1 tsp)  
  Ave Qty
Per Serving
Ave Qty
Per 100g
Energy 67kJ 1340kJ
Protein 0.0g 0.4g
Fat, total 0.0g 0.0g
– saturated 0.0g 0.0g
Carbohydrates 4.0g 79.6g
– sugars 3.9g 78.1g
Sodium 0.6mg 12.0mg
Not suitable for infants under 12 months of age  

INGREDIENTS:

New Zealand Manuka Honey 

STORAGE:

Upright at room temperature 

MGO 1000+

Every batch of our honey is independently tested for its methylglyoxal levels. This MGO 1000+ Manuka Honey is certified to contain at least 1000mg/kg of methylglyoxal.

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