Returns and Refunds Policy

Last updated: 12 October 2026

This Policy explains how requests for returns, exchanges and refunds for purchases made through honey.az are handled. The website is operated by I'M HONEY LLC. This Policy should be read together with the applicable consumer-protection laws and other relevant legislation of the Republic of Azerbaijan.

1. Inspecting Your Order on Delivery

When receiving your order, please check the packaging, seals, quantity and conformity of the products with your order. If you notice damage, an incorrect product or a missing item, contact us as soon as possible.

To help us review your request, please provide the order number, a description of the issue and, where possible, photographs of the product and packaging. This recommendation does not limit any rights granted to you by law.

2. Incorrect, Damaged or Missing Products

If a product does not match your order, the packaging was damaged during delivery, an item is missing or another discrepancy is identified, please contact us. We will review the issue based on the circumstances and applicable law. Depending on the situation, a replacement, refund or another legally available resolution may be provided.

3. Defective or Expired Products

If a defect, suspected falsification, expired use-by date or food-safety issue is identified, the request will be reviewed in accordance with consumer rights provided by law. Depending on the circumstances, the available resolution may include replacement, a refund of the amount paid or another remedy required by applicable law.

When contacting us, please provide the order number, product details, expiry date and a description of the issue. If the issue concerns a food product, please do not continue using or consuming it in a way that could affect safety.

4. Food Products in Good Condition

Returns or exchanges of food products in good condition are subject to the rules and restrictions established by the laws of the Republic of Azerbaijan. The list approved by Cabinet of Ministers Resolution No. 114 of 21 May 1998 includes food products that have been paid for and removed from the store among goods that are not subject to exchange.

These restrictions do not remove any rights provided by law in relation to defective, expired, unsafe or incorrectly supplied products. Requests concerning delivered orders are assessed in light of the particular circumstances and applicable legislation.

Honey crystallisation may be a natural process and does not, by itself, mean that the product is defective.

5. Non-food Items and Gift Packaging

Requests concerning non-food items, gift boxes and other accessories are reviewed separately, taking into account the condition of the item, whether it has been used, the condition of its packaging and applicable law. Please keep the item, packaging and proof of purchase where possible. Eligibility for a return or exchange is determined for each case in accordance with the applicable rules.

6. Refunds

Whether a refund is available and the amount payable are determined based on the reason for the request, the condition of the product and applicable law.

• Card payments through CIBPAY: an approved refund is processed in accordance with the payment provider’s and bank’s procedures. The time required for the funds to appear depends on the bank and payment system.
• Cash payments: the refund method is arranged in accordance with the request and applicable legal requirements.

Once a refund is approved, we will advise you of the next steps and any additional information needed to process it.

7. How to Contact Us

For a return, exchange or refund request, contact us and include your order number, name, phone number and a brief description of the issue.

I'M HONEY LLC

Email: imhoney@honey.az

Phone: +994 50 266 88 96

8. Applicable Legislation

This Policy applies together with relevant legislation, including the Law of the Republic of Azerbaijan on Consumer Rights Protection and Cabinet of Ministers Resolution No. 114 of 21 May 1998.