Last updated: 10 September 2026
At McKenzie’s Bee Buzz, we want you to be satisfied with your purchase. This Refund & Returns Policy explains your rights when cancelling an order, returning a product or contacting us about an item that is faulty, damaged or incorrect.
McKenzie’s Bee Buzz is a trading name of Beate McKenzie Marketing & Distribution.
Website: mckenziesbeebuzz.com
Email: info@mckenziesbeebuzz.com
Nothing in this policy affects your statutory rights as a consumer.
1. Changed Your Mind?
If you purchase goods from us online, you will normally have the right to change your mind and cancel your purchase without giving us a reason.
For most products, you have 14 days from the day after you receive your goods to tell us that you wish to cancel.
If your order contains several items that are delivered separately, the cancellation period will normally run from the day after you receive the final item.
Certain products are excluded from the statutory right to cancel. These exceptions are explained below.
To cancel your purchase, email:
Please include:
- your name;
- your order number;
- the product you wish to return; and
- a clear statement that you wish to cancel your purchase.
You do not need to give us a reason for changing your mind.
You can also use the Model Cancellation Form at the bottom of this policy, although you do not have to use it.
UK distance-selling rules generally provide consumers with this 14-day cancellation period.
2. Cancelling Before Your Order Has Been Dispatched
If you want to cancel an order that has not yet been dispatched, please contact us as soon as possible at:
If we are able to stop the order before dispatch, we will cancel it and arrange the appropriate refund.
If your order has already been dispatched, you may need to receive and return it in accordance with the returns process below.
3. Returning Your Product
Once you have told us that you are cancelling your purchase, you must normally return the goods to us within 14 days.
Please contact us at info@mckenziesbeebuzz.com before sending a return so that we can provide you with the appropriate return instructions and return address.
Please do not send returns to an address found elsewhere without first contacting us, as this may delay processing your return.
We recommend obtaining proof of postage and using an appropriate tracked service for returned goods.
4. Who Pays for Return Postage?
If you have changed your mind
If you are returning a product simply because you have changed your mind, you are responsible for the direct cost of returning the product to us.
If the product is faulty, damaged, incorrect or not as described
If we have supplied a product that is faulty, damaged, incorrect or not as described, please contact us before returning it.
Where we are legally responsible for the problem, we will deal with reasonable return arrangements or return costs as appropriate.
Your statutory rights concerning faulty goods are separate from your right to change your mind.
5. Condition of Returned Products
You may inspect a product as you reasonably would if you were examining it in a shop.
Please take reasonable care of products while they are in your possession.
Where you exercise your right to change your mind, we may be entitled to reduce your refund if you have handled the product beyond what is reasonably necessary to establish its nature, characteristics and functioning and that handling has reduced its value.
For example, a PROPOBLISS diffuser may be carefully removed from its packaging and inspected. However, extensive use that goes beyond what would reasonably be possible when examining a product before purchase may affect the amount we are required to refund.
This does not affect your rights if the product is faulty or not as described.
6. Refunds
If you validly cancel an eligible purchase, we will refund the amounts that we are legally required to refund.
This will normally include:
- the price paid for the returned product; and
- the cost of our least expensive standard delivery option, if you paid an outbound delivery charge.
If you selected a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery option.
For returned goods, we may withhold the refund until we have received the goods back or you have supplied evidence that you have returned them, where permitted by law.
We will make the refund without undue delay and within the applicable legal timeframe.
UK guidance generally requires the refund within 14 days of receiving the goods back or receiving evidence that they have been sent back.
7. How We Issue Refunds
We will normally refund you using the same payment method you used for the original purchase unless another method is expressly agreed.
This may include:
PayPal – refunds will normally be returned through PayPal.
Stripe/card payment – where Stripe is available and used, refunds will normally be returned to the original payment method.
Bank transfer – where you paid by bank transfer, we may need to ask you for the appropriate bank details to return the payment.
We do not charge customers a fee for issuing a refund that they are legally entitled to receive.
8. Faulty, Damaged or Incorrect Products
Please contact us as soon as possible if:
- your product arrives damaged;
- you receive the wrong product;
- a product develops a fault;
- a product is not as described; or
- part of your order is missing.
Email:
Please provide your order number and a description of the problem.
Where appropriate, we may ask you to provide photographs of the product, packaging or damage. This can help us understand the problem and determine the quickest way to resolve it.
Products supplied to consumers must be of satisfactory quality, fit for purpose and as described. These rights cannot be removed by our Refund & Returns Policy or Terms & Conditions.
Depending on the circumstances and your statutory rights, the appropriate remedy may include a:
- refund;
- repair;
- replacement; or
- other remedy required by consumer law.
9. Products Damaged in Delivery
If your order appears to have been damaged during delivery, please contact us as soon as reasonably possible at:
If possible, please keep the product and its packaging while we investigate the problem.
We may ask you for photographs showing:
- the product;
- the damage;
- the external packaging; and
- the delivery label.
This information can help us resolve the issue and, where appropriate, raise the matter with the delivery provider.
Your legal rights are against us as the retailer where we are responsible for supplying the goods; we will not require you to resolve a legitimate damaged-goods claim directly with our courier.
10. PROPOBLISS Diffusers
For a PROPOBLISS diffuser purchased online, the normal statutory change-of-mind rights will generally apply unless a legal exception applies.
You may inspect the diffuser to establish its nature, characteristics and functioning.
Please return the diffuser, its components, accessories, instructions and original packaging where reasonably possible.
The absence of the original packaging does not by itself remove your statutory rights. However, where excessive handling or use has reduced the value of a product, we may make an appropriate deduction from a change-of-mind refund where permitted by law.
If your PROPOBLISS diffuser is faulty, your statutory consumer rights apply separately from the change-of-mind provisions in this policy.
11. PROPOBLISS Refills and Other Consumable Products
Some products we sell, including propolis refills and other consumable products, may have packaging or seals intended to protect the product.
Whether a particular product can be returned after it has been opened will depend on the nature of that product and the applicable consumer law.
Where a product falls within a legal exception to the right to cancel — for example, certain sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons after being unsealed — we will explain the applicable restriction where relevant.
We will not refuse a return simply because packaging has been opened unless a relevant legal exception applies or the customer’s handling has otherwise affected the applicable refund rights.
This restriction never removes your statutory rights where a product is faulty, damaged, unsafe or not as described.
UK regulations specifically provide an exception for sealed goods that are unsuitable for return for health-protection or hygiene reasons once they have been unsealed, but the exception depends on the nature of the particular goods.
12. Honey, Apipro and Other Food Products
Different cancellation rules can apply to certain food products.
The statutory right to cancel does not apply in the same way to goods that are liable to deteriorate or expire rapidly.
However, not every food product automatically falls within that exception.
Where a particular McKenzie’s Bee Buzz food product is subject to an exception to the normal cancellation right, we will make this clear where appropriate.
For food products that are eligible for a change-of-mind return, please contact us before opening or using the product if you intend to return it.
Regardless of any change-of-mind cancellation exception, please contact us if a food product is:
- damaged;
- incorrect;
- unsafe;
- not as described; or
- otherwise faulty.
Your statutory rights in relation to faulty or non-conforming goods remain unaffected.
Government guidance identifies goods liable to deteriorate or expire rapidly as an exception to the normal cancellation right, rather than treating all food as automatically non-returnable.
13. Allergies and Product Suitability
Please check product descriptions, ingredient information, labels, warnings and instructions before using or consuming a product.
If you have a known allergy or sensitivity to bee products, propolis, honey or any listed ingredient, please check the relevant product information carefully before purchasing or using the product.
If you require additional product information before purchasing, contact:
This section does not restrict your rights where a product is faulty, unsafe, incorrectly labelled or not as described.
14. Exchanges
We do not currently operate a general automatic exchange service.
If you have ordered the wrong product or would like a different product, please contact us at:
We will let you know what options are available.
Where appropriate, the simplest solution may be to return an eligible product for a refund and place a new order.
If we sent you the wrong product or a replacement is required because a product is faulty, we will deal with this separately in accordance with your statutory rights.
15. Manufacturer Warranties
Some products may include a manufacturer’s warranty or guarantee.
Any manufacturer’s warranty is in addition to your statutory consumer rights and does not replace them.
The expiry of a manufacturer’s warranty does not automatically mean that you no longer have rights if a product develops a fault.
Government guidance confirms that consumers’ rights to remedies for faulty goods are not dependent on having a warranty or guarantee.
16. Proof of Purchase
We may ask you to provide reasonable evidence that the product was purchased from McKenzie’s Bee Buzz.
This could include:
- your order confirmation;
- order number;
- payment confirmation; or
- another appropriate record of the purchase.
Government guidance confirms that retailers can ask for proof of purchase and that this does not necessarily have to be the original receipt.
17. Returning Gifts
Where an item was purchased by someone else as a gift, please contact us before returning it.
Our contract of sale is with the person who purchased the product, and in some circumstances we may need to deal directly with the original purchaser when processing a refund.
18. Your Statutory Rights
Nothing in this Refund & Returns Policy or our Terms & Conditions is intended to exclude, restrict or replace your statutory consumer rights.
Goods supplied by us must meet the standards required by applicable consumer law, including being:
- as described;
- of satisfactory quality; and
- fit for purpose.
These rights apply independently of our change-of-mind returns policy and any manufacturer’s warranty.
19. Contact Us About a Return
For cancellations, returns, refunds, damaged products or faulty products, please contact:
McKenzie’s Bee Buzz
A trading name of Beate McKenzie Marketing & Distribution
Website: mckenziesbeebuzz.com
Email: info@mckenziesbeebuzz.com
Please include your order number wherever possible.
20. Model Cancellation Form
You may use this form if you wish to cancel an eligible online purchase. You do not have to use this form. You can simply email us at info@mckenziesbeebuzz.com and clearly tell us that you wish to cancel.
To:
McKenzie’s Bee Buzz
Beate McKenzie Marketing & Distribution
Email: info@mckenziesbeebuzz.com
I/We hereby give notice that I/We wish to cancel my/our contract of sale for the following goods:
Product(s): ______________________________________
Order number: ___________________________________
Ordered on: _____________________________________
Received on: ____________________________________
Name of customer(s): _____________________________
Address of customer(s): __________________________
Signature of customer(s): _________________________
(only if this form is submitted on paper)
Date: ___________________________________________
Last updated: 10 September 2026