Returns & Refunds

Last updated: 15 May 2026

1. Your right to cancel (online purchases)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014, you have the right to cancel any order placed online within 14 days of receiving your goods, without giving a reason.

We voluntarily extend this to 30 days from the date of delivery for all direct orders.

To exercise your right to cancel, you must inform us before your cancellation period expires. You can do this by:

• Emailing support@tideandhive.com with your order number and name
• Using our contact form

Once you have notified us, you must return the goods within 14 days.

2. Condition of returned goods

To be eligible for a return, items must be:

• Returned within 30 days of delivery
• Unused and in the original, unopened packaging (for hygiene reasons, opened products can only be returned if faulty)
• In a resaleable condition, with all original labels intact

We reserve the right to refuse a refund or reduce the refund amount if the goods have been used, damaged, or are not returned in a suitable condition.

3. Faulty or damaged goods

Under the Consumer Rights Act 2015, you have the right to a full refund if goods are:

• Faulty or not as described
• Damaged in transit
• Not fit for purpose

If your order arrives damaged or defective, please contact us within 30 days of delivery and include:

• Your order number
• A description of the fault
• Photographs of the damage or defect

We will arrange a free return and issue a full refund or replacement at no extra cost to you.

4. How to return an item

1. Contact us at support@tideandhive.com or via our contact form to notify us of your return, quoting your order number.
2. We will reply within 2 working days with return instructions and a return address.
3. Pack the item securely in suitable packaging. We recommend using a tracked postal service, as we cannot be responsible for items lost in transit.
4. Once we receive and inspect the returned item, we will process your refund within 5 working days.

5. Return postage costs

• Change of mind returns: Return postage is at your own cost. We recommend using a tracked service.
• Faulty or incorrect items: We will cover the cost of return postage. Do not send items back before receiving our instructions.

6. Refunds

Approved refunds will be processed to your original payment method within 5 working days of us receiving the returned goods (or within 14 days if you have cancelled under the Consumer Contracts Regulations and we have not yet received the goods back).

We will refund:

• The full purchase price of the returned item(s)
• Standard outbound delivery costs (if you cancel your entire order within 14 days under your statutory right to cancel)

We will not refund any premium delivery charges above standard rate, or return postage costs (except for faulty/incorrect items).

7. Exchanges

We do not currently offer direct exchanges. If you would like a different product, please return your original item for a refund and place a new order.

8. Orders placed via Amazon

If you purchased through Amazon Marketplace, please use Amazon’s returns process directly via Your Orders on Amazon. Amazon’s own return policy applies to those purchases. We are unable to process returns for Amazon orders through this website.

9. Items we cannot accept back

For hygiene and safety reasons, we are unable to accept returns of:

• Opened or used products (unless faulty)
• Items that have been personalised or made to your specification
• Items with damaged seals or tamper-evident packaging that has been broken

This does not affect your statutory rights in relation to faulty goods.

10. Consumer rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015, the Consumer Contracts Regulations 2014, and the Consumer Protection from Unfair Trading Regulations 2008. For independent advice, visit Citizens Advice.