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Refunds and Shipping


Urban Hive will fully refund or replace any goods purchased through our website if they are found to be faulty or damaged. For instructions on how to return such products, please read “Returns of Opened Product” below.

Return / Exchange Policy for Un-Opened and Intact Product

If you change your mind about a procuct purchased on our website and you no longer wish to use the product, the product can be returned to us for a refund or exchange under the following conditions:

  • Products must be unopened and in the original condition
  • Products must be sent back within 7 days from original receipt of goods.
  • Your proof of purchase / order information must also be included in the return.  
  • Failure to meet with these conditions will result in an exchange or refund being denied.

Refunds will be processed by reversing the credit card transaction provided that the original credit card is valid. 

The total value of the refund will equal the payment made for the goods purchased, excluding freight and any other relevant fees, including Customs or Import fees, if any. 

Return Address

Please be sure to return your products to 16 Montressor Place, Mellons  Bay, Auckland. We do not accept Saturday Delivery. 

Returns of Used Product and Hive boxes

Regrettably, we cannot offer a refund or exchange once the product has been opened or once it has been used on or near a hive, whether the hive is populated with bees or not. 
We cannot offer a refund on Hive Boxes or wooden Hiveware. 

Arranging a product return

In order to arrange the return of a product, please contact us by email. Include in your email your name, invoice or order number and name of product, along with the reason you believe the product is faulty. We will issue you a return authorisation number and inform you where to send the faulty product.

Cancellations and Changes to Online Orders

Urban Hive will endeavor to arrange the dispatch of your order as soon as we receive it. If you have changed your mind about your order and would like to cancel or change it, please email uli@urbanhive as soon as possible, quoting your order number.  

Incorrect Orders

If you have received an incorrect product, please email us and include your order number, so that we can arrange to have the correct products sent to you and arrange for a return of the original product. 

We will dispatch the correct replacement for any incorrect product within 2 working days of receipt of return of the incorrect products.  Your return must be accompanied with a proof of purchase and the products must be returned in a new, unused and re-saleable condition.

Please advise us as soon as possible if your order has been delivered significantly late, damaged or incorrect. If this is the case, please contact us by email us.

Please note that all claims will be honoured at the discretion of Urban Hive and Urban Hive reserves the right to refuse to refund or replace any customer claims.


The initial hive hire agreement has a term of 12 months and is automatically renewed in units of 12 months on the anniversary unless you inform us in writing that you wish to terminalte the agreement.

If you terminate your contract then Urban Hive will refund a maximum of 25% of the outstanding contract term. 


Delivery Times

We deliver throught New Zealand only. Please allow 2 to 3 working days for products to arrive. Deliveries are made during normal business hours. Saturday Delivery will attract an additional fee. 

Delivery Charges for online orders

You are asked to enter a delivery option during your purchase. If a lesser delivery option is chosen, Urban Hive will not be able to send the goods until the balance has been paid. We will contact you to arrange this. If a greater delivery option is chosedn will will contact you to refund the difference to your credit card account.

Standard Shipping: Auckland and other urban areas North Island:   $7.50
Rural Shipping North Island:  $15.00

Please note that you will be asked to check your agreement to our Terms & Conditions when placing your order.  According to our terms and conditions in the Urban Hive Refund & Exchange Policy, you agree to cover the cost of freight for exchanged products or returns, unless you receive an incorrect or defective order.

Stock Availability

Occasionally we experience periods of stock being unavailable through our website. We endeavour to keep the stock-levels up-to-date. If an item is shown in stock and it is for some reason unavailble, we will contact you to arrange an alternative or to ship same product, possibly at a later date. If one of the items you would like to order is shown as out of stock, please contact us to check whether we can order it in for you. 


At Urban Hive we want your online shopping experience to be pleasant, easy and safe. 
We have gone to great measures and installed security programs to ensure all information used on our website is kept private.
 All of your personal data (name, address) will be kept secure, so it cannot be read by anyone over the Internet. We do not keep any credit card information on our site. That infomation is passed to a secure payment gateway (eWay). We are bound by the New Zealand Privacy Act 1993, which set out a number of principles concerning the protection of your personal information. Urban Hive will not sell, rent or disseminate your personal information to other parties unless we are required to do so by Law. 

Liability of Urban Hive

Please check all your order details carefully before processing your order. Urban Hive will not take responsibility for any product lost or stolen that is addressed incorrectly due to incorrect information entered on your order form.

Goods and Services Tax

Urban Hive is based in New Zealand and we are required by law to charge Goods and Services Tax on all orders, including Goods and Services Tax on shipping.

Review of Terms

These terms and conditions are subject to change from time to time without notice.  Each order or transaction will be governed by the terms and conditions in force upon the date of that transaction.