Legal
Terms & conditions
Last updated 29 August 2026
1. Who we are
These terms apply to the online shop at https://www.iness.co.uk (the “Site”). INESS is a trading name of Hull Online Group Limited, a private limited company registered in England and Wales under company number 15200823 (“we”, “us”, “INESS”). Our registered office is 167 Frome Road, Hull, England, HU8 9QD.
You can write to us at office@hullonline.co.uk. We read messages Monday–Friday, 9.00–17.00 UK time. You can also inspect the company on Companies House.
A contract is only formed with customers who are buying as consumers for personal use, and only for delivery to an address in the United Kingdom. We do not currently sell to businesses on this Site, and we do not ship outside the UK.
2. How the contract is made
Listing a product is an invitation to treat, not an offer. When you place an order you make an offer to buy. We accept that offer when we send an order confirmation by email and take (or authorise) payment. Until then we may decline the order — for example if an item is out of stock, a price is obviously wrong, we cannot verify the delivery address, or the order looks fraudulent.
If we cannot fulfil all of an order we will tell you and refund any amount already taken for the unavailable lines. The rest of the order, if you still want it, remains a separate contract.
By submitting an order you confirm that you are at least 18, that the delivery details are accurate, and that you accept these terms and our privacy policy.
3. Products
Honey is sold as food. Nothing on this Site is medical advice, and we do not claim that any product treats, prevents or cures illness. Descriptions, photographs and tasting notes are given in good faith; natural produce varies from batch to batch.
Honey crystallises. Rapeseed may set firm within weeks; a darker polyfloral may stay liquid longer. That is the nature of unprocessed honey, not a defect. Warm the closed jar gently in water if you prefer it poured. Do not boil it.
Comb honey is cut from the frame; the wax is edible. Small differences in colour, cappings and pack weight from the photograph are expected. A leak, a smashed jar, or a missing lid on arrival is a fault.
Weights, volumes and pack sizes are stated on the product page. Comb honey may be cut to order; where that is so, the product page will say so and dispatch may take an extra working day.
We may withdraw, substitute or change a product before you order. After we have accepted an order we will not substitute without your agreement.
4. Price and payment
Prices are in pounds sterling and include VAT where VAT applies. Delivery is extra unless the order qualifies for complimentary UK standard delivery (currently orders of £35 and over — see Delivery). The total payable, including delivery, is shown before you pay.
We take payment through Stripe. Card details are entered on Stripe’s pages, not on ours. We never store a full card number. Payment is taken when the order is placed, or shortly after if the bank requires authentication.
If a price on the Site is clearly wrong (for example a jar listed at pence rather than pounds) we are not obliged to sell at that price. We will cancel and refund, or ask whether you still want the item at the correct price.
Promotional codes, if we issue them, apply only as stated and cannot be used after checkout unless we agree.
5. Delivery
We dispatch from the United Kingdom. Standard delivery is a tracked UK service, typically two to four working days after the parcel leaves us. Express, where offered at checkout, is a faster UK service for a fixed fee.
We aim to dispatch in-stock items within two working days of accepting the order. If something will take longer we will say so. Under the Consumer Rights Act 2015, unless we agree a longer period with you, goods must be delivered without undue delay and in any event within 30 days of the contract.
Risk in the goods passes to you when they are delivered to the address you gave, or when they are left in line with a delivery instruction you chose (safe place, neighbour, and so on). Title passes when we receive payment in full.
If a parcel is marked delivered and you have not received it, write to us within 48 hours with the order reference. We will raise it with the carrier. You must give a complete, accessible UK address. Extra charges caused by a failed delivery because of an incomplete address may be yours to pay.
We do not currently deliver outside the United Kingdom, including to BFPO or Channel Islands addresses unless we say otherwise in writing.
6. Your right to cancel (change of mind)
If you buy as a consumer at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days to change your mind, starting the day after the goods are delivered. To cancel, email office@hullonline.co.uk with your order reference and a clear statement that you wish to cancel. You may use a cancellation form of your own wording; none is prescribed.
That cooling-off right does not apply to:
- sealed food (including honey and comb) once you have opened it, because it cannot be resold;
- goods made to your specification or clearly personalised;
- goods that have been mixed inseparably with other items after delivery.
Unopened food in original, saleable condition may be returned under the 14-day right. Opened honey and comb are not accepted for change of mind.
You must send the goods back without undue delay and in any event within 14 days of telling us you cancel. Unless the item is faulty or we sent the wrong thing, you pay the direct cost of return. We refund the price of the returned goods, and standard delivery, within 14 days of receiving them or of you giving evidence of postage, whichever is sooner. We may reduce the refund if the goods are diminished in value by handling beyond what is necessary to establish their nature and characteristics.
Full practical steps are on our returns page. Email us before you post anything back.
7. Faulty, damaged or incorrect goods
Your rights under the Consumer Rights Act 2015 are not affected by the cooling-off rules above. Goods must be as described, of satisfactory quality and fit for purpose. If they are not, you may be entitled to a repair, replacement or refund depending on how long you have had them and whether a repair or replacement is possible.
Write to office@hullonline.co.uk with the order reference and photographs. We will collect a leaking or smashed jar at our cost. Crystallised honey is not faulty. Natural variation in colour and set is not a fault. An incorrect item, a leaking jar, or damage in transit is.
If we replace or refund a faulty item we will also refund reasonable return postage. Do not send goods back until we have agreed how they should travel — honey needs to be packed properly.
8. Accounts, the Site, and our content
You may shop as a guest or with an account. Keep your password confidential. Tell us if you think someone else has used it. We may suspend an account if we reasonably believe it is being misused.
The Site, the INESS name, the lotus mark, photographs and copy are ours or used with permission. You may not copy them for a commercial purpose. You may not scrape, overload, or attempt to break the Site.
We may change these terms from time to time. The version that applies to an order is the version on the Site when you place that order. We will update the date at the top of this page when we change it.
Events outside our reasonable control (including carrier failure, severe weather, crop shortage, or a payment network outage) may delay us. We will tell you and are not liable for that delay so long as we have taken reasonable steps. Your statutory rights remain.
9. Liability
Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot be limited under English law, including your rights under the Consumer Rights Act 2015.
We are not liable for loss of profit, loss of business, or any loss that was not reasonably foreseeable when the contract was made. We are not liable for how you store, heat or use food after delivery, or for allergic reaction where we have described the product in line with the information we have. If you have an allergy, read the product page and write to us before you order.
If we are liable to you in connection with an order, our liability is limited to the total you paid for that order, except where the law does not allow a limit.
10. Complaints and governing law
If something is wrong, email office@hullonline.co.uk first. We will try to put it right. You may also use the UK government’s online dispute resolution information, and you may bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland you may bring proceedings there.
These terms, and any dispute or claim arising out of them (including non-contractual disputes), are governed by the law of England and Wales.
If a court finds any part of these terms unenforceable, the rest still applies. A failure to enforce a right is not a waiver of it.
Related pages: Privacy policy, Delivery, Returns, Contact.