Refund policy

Refund, Chargeback & Fraud Prevention Policy

(Hivelondon.shop)

1. Order Confirmation & Processing

All orders placed on our website are subject to acceptance and availability. Once an order is placed and payment is successfully processed, the customer will receive an order confirmation via email.

We reserve the right to cancel any order suspected of fraud, unauthorized activity, or incorrect information before dispatch.

2. Shipping & Delivery Policy

Orders are shipped to the address provided by the customer at checkout.

Customers are responsible for ensuring that the delivery address is accurate and complete.

Once an order has been dispatched, tracking details are provided via email or customer account.

Proof of Delivery

We use tracked shipping services.

Delivery confirmation (tracking status, courier confirmation, GPS, or signature where applicable) is considered valid proof of successful delivery.

If a courier confirms delivery, the order is deemed fulfilled and complete.

3. Lost, Missing, or Stolen Packages

We are not responsible for packages marked as delivered by the courier but reported as lost or stolen by the customer.

Customers must contact the courier or local authorities in such cases.

Any claims of non-receipt must be reported within 48 hours of delivery confirmation.

4. Refund & Return Policy

Under UK Consumer Contracts Regulations:

Customers may request a return within 14 days of receiving the product, provided:

The item is unused, undamaged, and in original packaging.

Proof of purchase is provided.

Non-Refundable Situations

Refunds will not be issued if:

The item has been delivered successfully and confirmed by tracking.

The customer initiates a chargeback instead of contacting us first.

The product shows signs of use, damage caused after delivery, or misuse.

Incorrect address provided by the customer.

Return shipping costs are the responsibility of the customer unless the item is faulty.

5. Chargeback Policy

We strongly encourage customers to contact our support team before initiating any chargeback or payment dispute.

Important Notice

Chargebacks raised after confirmed delivery are considered disputes, not refunds.

If a chargeback is filed for an order that shows successful delivery, we will submit:

Tracking confirmation

Proof of delivery

Customer communication records

Order and billing information

Abuse of Chargebacks

Fraudulent or false chargeback claims may result in:

Permanent account suspension

Blocking of future orders

Evidence submission to payment processors and banks

6. Fraud Prevention

To protect against fraud:

We monitor IP addresses, billing details, and transaction behaviour.

Orders flagged as high-risk may require identity verification or may be cancelled.

Any attempt to obtain goods through deception or false disputes may be reported to relevant authorities.

7. Customer Responsibility

By placing an order, the customer agrees to:

Provide accurate personal and delivery information

Follow our refund and return procedures

Contact customer support before escalating disputes to banks or payment providers

8. Contact Information

For refunds, returns, or delivery concerns, please contact us:

Email: hivelondon.shop@gmail.com

Business Location: United Kingdom
Response Time: 24–48 business hours

⚠️ Legal Note

This policy complies with UK consumer law while protecting the business from chargeback abuse and fraud. It does not affect statutory consumer rights.