Refund policy

Last updated: 27 September 2026

This policy explains how cancellations, replacements and refunds work at Bee Brothers. Most of our products are live queen bees, which cannot be sent back once delivered, so the rules below differ from a normal shop. They complement our Terms of Service.

1. Live queen bees – no returns

Live queens and bee colonies cannot be returned after delivery. They are living animals liable to deteriorate rapidly, so the 14-day right of withdrawal does not apply to them (art. 16 letter d) of Romanian GEO no. 34/2014, implementing EU Directive 2011/83/EU). This applies to orders shipped anywhere in the European Union.

You are still fully protected by the cancellation rules and the live arrival guarantee below.

2. Cancelling an order before shipping

  • Pre-orders: you can cancel free of charge, with a full refund, up to 60 days before the delivery week you selected.
  • Regular (in-season) orders: you can cancel free of charge, with a full refund, up to 14 days before the planned dispatch date.
  • After these deadlines, the queens are already being reared for your order and the order can no longer be cancelled.

To cancel, email contact@beebrothers.ro with your order number.

3. Delays on our side

Queen rearing depends on weather and colony development, so dispatch may move by 1–2 weeks; we will let you know by email as early as possible. If we need to delay your order by more than 2 weeks, or cannot supply the queens you ordered, you can choose:

  • a later delivery date,
  • an alternative product, or
  • a full refund of the amounts paid for the affected items.

4. Live arrival guarantee

If a queen arrives dead, we will replace it or refund its price. To make a claim, email contact@beebrothers.ro within 24 hours of delivery with:

  • your order number, and
  • a full, continuous video showing the cage with its seal intact (unopened) and the dead queen(s) inside.

Claims sent after 24 hours, without such a video, or where the cage seal has been opened cannot be accepted. The guarantee also does not apply if the parcel was refused, not collected, delayed because of an incorrect or incomplete address, or not opened promptly after delivery.

5. What is not covered

  • Queens that die or are rejected after introduction into your colony. Acceptance depends on the introduction method and the condition of the colony, which are outside our control. We are always happy to advise on introduction.
  • Differences in behaviour or performance caused by local climate, forage or management.
  • Gift cards.

6. Wrong items

If you receive the wrong product or the wrong number of queens, contact us within 24 hours of delivery with your order number and photos or video, and we will make it right.

7. Non-living products

If you buy non-living products from us (for example equipment or accessories), you may withdraw from the purchase within 14 days of receiving them, without giving a reason. Items must be unused, in their original packaging, with proof of purchase. Contact us first at contact@beebrothers.ro; items sent back without a return request will not be accepted. Returns go to:

Bee Brothers S.R.L., nr. 210, Carand, jud. Arad, 317070, Romania

Unless the item was faulty or we sent the wrong item, the cost of return shipping is paid by you. Consumers' legal rights for defective goods are not affected.

8. How refunds are paid

Approved refunds are made to your original payment method within 14 days of our approval (for non-living products returned under section 7, we may wait until we have received the item back). The refund is made in the same currency you paid in. Your bank may need a few extra days to post it.

If you have not received an approved refund after 15 business days, please contact us at contact@beebrothers.ro.

9. Contact

BEE BROTHERS S.R.L. · Email: contact@beebrothers.ro · Phone: +40 762 838 451