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.

Terms & conditions

Welcome to The True Honey Co. website.

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. And when we say ‘you’ – well, you get the picture.

We hope you have a lovely experience on our website.

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@truehoney.co.nz, so we can sort it out as pronto as possible.


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 can’t be held liable for this, we’ll bend over backwards to sort it out for you quick smart.

Once your order has been accepted, 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 a confirmation email within 24 hours, and then another one within a further 24 hours, once your order has been dispatched, so you can track your parcel. If we receive your order any later than 3pm it will not be processed until the following working day.

Placing an order is legally binding and doesn’t affect your statutory rights. (That sounds rather serious, but it’s nothing to worry about.) Take a look at ‘Cancelling Orders and Returns’ in these Terms and Conditions for some more detail on the subject.

If we believe you act against these Terms and Conditions, we reserve the right to cancel or suspend your order. This 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.


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 dispatching. If that happens, we’ll be in touch to offer an alternative product or a refund.

Payment information

We accept Visa, MasterCard, PayPal

Contacting us

Our office is open from Monday to Friday 9am to 3pm. You can call us on 0508 True Honey (0508 8783 466) or alternatively, email hello@truehoney.co.nz with your comments, problems or questions.


The prices on our website are in New Zealand dollars and British Pounds.

Cancelling orders and returns

We believe you have the right to choose between a refund, exchange or a credit note if our goods are faulty, have been wrongly described or are different from the sample shown.

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@truehoney.co.nz.

Please let us know:

  • Confirmation email containing your Order Number
  • Delivery documentation containing your Delivery Number
  • List and description of goods to be returned
  • Reason for returning goods

Once we receive this information, we will let you know where to return your parcel. Returned items will be processed within 4 working days of when we receive them. Please take care when packaging the parcel so that items are not damaged on their return to us.

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, you can choose an exchange or a full refund.

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.

Below are some good reasons for returning your order. Please help us by emailing hello@truehoney.co.nz with a snapshot of the issue, along with the above information.

  • 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, opt in for our newsletter on this website.

    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 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.


    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. Such amendments may include replacing these Terms and Conditions with entirely new Terms and Conditions. (Although that sounds like rather a lot of work.)

    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 New Zealand, Australia, England and Wales and you agree that the New Zealand or England courts have exclusive jurisdiction, however if you are based outside of these countries then we may take proceedings against you in any other court of competent jurisdiction