We stand behind every jar. If something isn’t right, we’ll make it right. Here’s exactly how.
Our Promise
We harvest and sell a product that most people have never tried before. We understand that buying something this unique — from the other side of the world — requires trust.
We take that trust seriously.
If your experience with Himalayan Giant doesn’t meet your expectations, we won’t hide behind fine print or make the process painful. We’ll listen, and we’ll make it right.
That said, mad honey is a perishable specialty food product shipped internationally. There are practical limitations to what we can accept as returns. This policy explains everything clearly so there are no surprises.
What Qualifies for a Refund
You are eligible for a full refund or replacement if any of the following apply:
- Damaged in Transit — Your jar arrived broken, cracked, or with a compromised tamper seal. You must provide photos of the damage within 48 hours of delivery.
- Wrong Product — You received a product different from what you ordered. Contact us within 48 hours of delivery.
- Missing Items — Your order arrived incomplete — one or more items are missing from the package.
- Product Quality Issue — The honey shows signs of contamination, unusual appearance clearly inconsistent with natural variation, or an off smell that suggests spoilage. Contact us with photos and a description.
- Order Never Arrived — Tracking shows no delivery and 30 days have passed since the ship date (standard shipping) or 15 days have passed (express shipping). See Section 10 below.
In all qualifying cases, we will offer you a choice of:
— Full replacement shipped at our expense
— Full refund to your original payment method
— Store credit for the full amount
What Does NOT Qualify for a Refund
We cannot offer refunds or replacements in the following situations:
You Didn’t Like the Taste — Mad honey has a distinctive flavor profile — sweet with a bitter, sometimes tangy finish. This is the natural characteristic of Rhododendron honey, not a defect. We describe this flavor profile on our product page. Taste preference is not grounds for a refund.
You Didn’t Feel Any Effects — Individual responses to mad honey vary widely. Some people notice subtle effects, others notice very little — especially on the first experience. We make no guarantees about specific effects. See our Safety Guide for dosage guidance.
You Consumed Too Much and Had a Bad Experience — If you exceeded our recommended dosage guidelines and experienced discomfort, this is not a product defect. Our Safety Guide provides clear dosage instructions. We are not liable for overconsumption.
You Refused the Package or Failed to Collect It — If your package was returned to us because you refused delivery, failed to collect from customs, or were unavailable for delivery attempts — product cost will not be refunded. We can reship at your expense.
Customs Seized Your Package — If your country’s customs authority seizes or destroys your package for reasons beyond our control, we are unable to provide a refund. We provide all required export documentation. Import compliance is the buyer’s responsibility.
You Provided an Incorrect Address — If your package was delivered to the wrong address because you provided incorrect shipping information at checkout, we are not responsible. We can reship at your expense.
Buyer’s Remorse or Changed Your Mind — Once an international shipment is in transit, we cannot recall or reroute the package. If you change your mind, see Section 09 Cancellations.
Natural Variation in Appearance — Mad honey varies naturally between harvests — color, texture, and crystallization differ from batch to batch. This is a sign of authenticity, not a defect. See our product page for details on natural variation.
Request Made After 30 Days — Requests submitted more than 30 days after delivery cannot be honored.
Important: We know this list may seem strict — but we are shipping a perishable food product internationally from Nepal. We cannot accept returns of opened, partially consumed food products for resale. Every qualifying case is handled generously. We are not here to fight with our customers — we are here to be fair to everyone.
How to Request a Refund or Replacement
The process is simple. No phone trees. No runaround.
Step 1: Email Us
Send an email to info@himalayangiant.com with the subject line: “Refund Request — [Your Order Number]”
Step 2: Include the Following
Your full name, order number, date of delivery, reason for the request, and photos if applicable (damaged product, broken jar, wrong item, etc.)
Step 3: We Respond
You will receive a response within 24 hours (48 hours during peak season). We may ask clarifying questions or request additional photos. We will not ask you to jump through hoops.
Step 4: Resolution
Once approved, we will confirm your preferred resolution — replacement shipment, refund to original payment method, or store credit. Most requests are resolved within 2-3 emails.
Important: Do NOT ship anything back to us unless we specifically request it. Due to international shipping costs and food safety regulations, we rarely require physical returns. In most cases, photos are sufficient.
Refund Process & Timeline
Once your refund has been approved:
Refund Method: Refunds are issued to the original payment method used at checkout. We cannot refund to a different card, account, or payment method.
Refund Timeline:
Refund initiated by us — within 3 business days of approval.
Refund appears in your account — 5 to 10 business days after initiation, depending on your bank or payment provider.
Total time from approval to your account — typically 5 to 14 business days.
What Is Refunded:
Qualifying refunds include the full product cost. Original shipping costs are refunded only if the issue was our fault (wrong item, damaged product, quality issue). Original shipping costs are not refunded if the issue is on the buyer’s side (changed mind, incorrect address, refused delivery). Return shipping costs, if we request a physical return, will be covered by us via a prepaid shipping label.
Store Credit:
If you choose store credit instead of a refund, it will be issued within 24 hours as a unique discount code sent to your email. Store credit does not expire. Store credit is non-transferable and cannot be exchanged for cash.
Exchanges
We do not offer direct product exchanges due to the complexities of international shipping.
If you’d like a different product than what you ordered, the process is:
- Request a refund or store credit for your original order (if eligible per this policy).
- Place a new order for the desired product.
If the issue is that you received the wrong item due to our error, we will ship the correct item immediately at no cost — and you do not need to return the incorrect item.
Damaged or Defective Orders
If your order arrives damaged or defective, this is our top priority.
What Counts as Damaged: Broken or cracked jar. Tamper seal broken or missing. Honey has leaked inside the package. Outer packaging severely crushed with visible impact to the product.
What Counts as Defective: Unusual smell inconsistent with honey. Visible contamination or foreign objects. Product appears fundamentally different from description (not natural variation).
What to Do:
- Do not consume the product if the jar or seal is compromised.
- Take clear photos of the outer packaging (all sides), the inner packaging, the jar showing damage, the honey itself if visible, and the shipping label.
- Email info@himalayangiant.com within 48 hours of delivery with your order number, the photos, and a brief description.
- We will respond within 24 hours and arrange a replacement or full refund — your choice.
We cover all costs for damaged or defective orders — including reshipping. This is our responsibility, not yours.
Why 48 Hours? We ask you to report damage within 48 hours of delivery so we can file a claim with the shipping carrier if needed. Reports after 48 hours will still be reviewed, but carrier claims become more difficult.
Order Cancellations
Before Your Order Ships:
If your order has not yet shipped, you can cancel for a full refund — no questions asked.
Email info@himalayangiant.com with the subject line: “Cancel Order — [Order Number]” and your order number. We will confirm the cancellation and initiate a full refund within 48 hours.
After Your Order Has Shipped:
Once your order is in transit, we cannot cancel or recall the shipment. International packages cannot be intercepted or rerouted once they enter the shipping network. If you no longer want the order, you may refuse delivery if your carrier allows it — the package will be returned to us and product cost may be refunded minus original and return shipping costs. If the package is delivered and you simply don’t want it, this falls under buyer’s remorse and is not eligible for a refund per this policy.
Pre-Orders:
Pre-orders for upcoming harvests can be cancelled for a full refund at any time before the order ships. Once a pre-order ships, standard shipping policies apply.
Late or Missing Orders
International shipping involves multiple carriers, customs authorities, and transit networks. Occasional delays are unavoidable.
What Late Means: Your order is considered late if it has not been delivered within 25 days from ship date for standard shipping or 15 days from ship date for express shipping.
What Missing Means: Your order is considered missing if it has not been delivered within 35 days from ship date for standard shipping or 20 days from ship date for express shipping, and tracking shows no movement for 10 or more consecutive days.
For Late Orders: Contact us and we will investigate with the carrier. We will provide updated tracking information if available. In most cases, delayed packages do eventually arrive.
For Missing Orders: Contact us at info@himalayangiant.com. We will file a lost package claim with the carrier. Once an order is confirmed missing, we will offer a full replacement shipped at our expense or a full refund to your original payment method. We will not make you wait indefinitely. If your order appears genuinely lost, we will resolve it promptly.
Important: Do not wait until the end of the missing threshold to contact us. If your tracking hasn’t updated in 10 or more days, email us right away. The sooner we know, the sooner we can investigate.
Returns & Refund FAQ
Q: Do I need to ship the product back?
A: In most cases, no. We do not require physical returns for international orders. Photos are usually sufficient. If we do need the product returned, we will provide a prepaid shipping label.
Q: Can I get a refund if I just didn’t like it?
A: No. Taste preference and subjective experience are not grounds for a refund. We describe the flavor and effects honestly on our product page and Safety Guide. We encourage first-time buyers to start with our smallest jar size to minimize risk.
Q: What if I only used a small amount and want to return the rest?
A: We cannot accept returns of opened food products. Once the seal is broken, the product cannot be resold or verified. This is a food safety requirement, not a policy designed to be difficult.
Q: Can I get a partial refund?
A: In some cases, we may offer a partial refund or store credit as a goodwill gesture for situations that fall outside our standard refund criteria. This is at our discretion and handled case by case.
Q: What if customs charges were more than expected?
A: Customs duties and import taxes are determined by your country’s government, not by us. We cannot refund customs charges. See our Shipping and Delivery page for more information on customs.
Q: My refund hasn’t appeared yet. What do I do?
A: Refunds take 5 to 14 business days to appear in your account after we initiate them. If it has been longer than 14 business days, contact us with your refund confirmation email and we will investigate with our payment processor.
Q: Can I get a refund to a different payment method?
A: No. Refunds are issued to the original payment method used at checkout. This is a requirement of our payment processor for fraud prevention.
Q: What if I received someone else’s order?
A: Contact us immediately. We will ship your correct order via express at our expense. You do not need to return the incorrect order — consider it a gift, or dispose of it as you wish.
Q: Do you refund shipping costs?
A: Shipping costs are refunded only when the issue is our fault — wrong item, damaged product, or quality issue. Shipping is not refunded for buyer-side issues like incorrect address, refused delivery, or change of mind.
Need to Reach Us?
We Respond Within 24 Hours.
For all refund and return requests:
Email: info@himalayangiant.com
Include your order number in the subject line for the fastest response.
WhatsApp: [Your Number]
For urgent issues.