Refund policy
Hide & Hive 12-Month Total Satisfaction Guarantee & Refund Policy
Effective Date: September 7, 2026
At Hide & Hive, we believe skincare should be simple, intentional, and made with ingredients you can trust.
We created our 12-Month Total Satisfaction Guarantee because we want you to feel confident trying Hide & Hive. If our product does not earn a place in your skincare routine, we want the opportunity to make it right.
This policy explains the requirements and process for requesting a refund under our guarantee.
1. Our 12-Month Total Satisfaction Guarantee
If you are not completely satisfied with your Hide & Hive purchase, you may request a full refund within 12 months from the date of purchase, subject to the requirements outlined in this policy.
Our guarantee applies to the original purchaser only.
This guarantee exists to allow customers to experience Hide & Hive with confidence. It is not a guarantee of specific skincare results, as individual experiences vary.
2. Standard Satisfaction Guarantee Requirements
To qualify for a refund due to dissatisfaction, customers must:
- Use Hide & Hive as directed.
- Apply the product approximately once daily.
- Use the product consistently for at least 30 consecutive days.
- Contact Hide & Hive within the 12-month guarantee period.
- Follow the return instructions provided by our customer support team.
The purpose of the 30-day usage period is to allow sufficient time to properly experience the product as intended.
3. Allergic Reaction or Skin Sensitivity Exception
Customer safety always comes first.
If you experience:
- an allergic reaction
- significant irritation
- unexpected skin sensitivity
you should discontinue use immediately.
Customers experiencing an adverse reaction do not need to continue using the product for 30 days to request assistance.
Please contact Hide & Hive customer support and provide:
- Your order number
- The email used for purchase
- A description of the reaction
- Photos if applicable
Our team will review your situation and determine the appropriate resolution.
4. Multi-Jar Order Refund Eligibility
Many customers purchase multiple jars to receive the best value and maintain consistency in their skincare routine.
For multi-jar purchases, the guarantee applies as follows:
First Opened Jar
The first jar opened and used is eligible for a full refund if all guarantee requirements are met.
Additional Unopened Jars
Any additional jars must remain:
- unopened
- unused
- sealed in their original condition
to qualify for a refund.
Customers must return eligible unopened jars according to the instructions provided by Hide & Hive.
Additional Opened or Partially Used Jars
If multiple jars from the same order are opened, used, or partially used:
- The first opened jar remains eligible under the satisfaction guarantee.
- Additional opened or partially used jars are not eligible for refund.
This policy allows customers to experience Hide & Hive while protecting the integrity of our satisfaction guarantee.
5. Product Return Requirements
For standard dissatisfaction claims, Hide & Hive may require the following products to be returned before issuing a refund:
- The first opened container associated with the order
- Any additional unopened containers included in the purchase
Customers will receive return instructions from our support team.
Products should be returned according to those instructions to ensure proper processing.
Failure to return requested eligible products may result in denial of the refund request.
6. Refund Amount
Approved refunds include:
- The full purchase price of eligible products
Refunds do not include:
- Original shipping charges
- Expedited shipping fees
- Return shipping costs unless required by applicable law
- Products not eligible under this policy
Refunds are issued only for eligible products returned according to this policy.
7. Return Shipping Costs
Customers are responsible for return shipping costs unless otherwise required by applicable law.
We recommend using a trackable shipping method when returning products.
Hide & Hive is not responsible for return packages lost during transit.
8. Refund Processing
Once your return is received and approved:
- Refunds will be issued to the original payment method.
- Processing times depend on your payment provider.
Most refunds are reflected within several business days after processing.
9. Promotional Gifts & Bonus Items
From time to time, Hide & Hive may offer promotional gifts with qualifying purchases.
Examples include free gifts offered with multi-jar purchases.
If an order containing a promotional gift is refunded:
- Hide & Hive may require the promotional gift to be returned.
- Promotional gifts must be returned in accordance with instructions provided by our support team.
Promotional gifts have no cash value.
10. Guarantee Abuse Prevention
Hide & Hive reserves the right to deny guarantee claims involving:
- Fraudulent orders
- Unauthorized purchases
- Resale purchases
- Repeated abuse of the guarantee
- Failure to follow the requirements outlined in this policy
Our goal is to honor legitimate customer experiences while protecting the sustainability of our guarantee for our community.
11. Ingredient Sensitivities
Hide & Hive products contain natural ingredients, including:
- Grass-fed tallow
- Royal jelly
- Propolis
- Beeswax
- Jojoba oil
- Olive oil
Customers with known allergies or sensitivities should review the ingredient list before use.
If you have concerns about a specific ingredient, consult a qualified healthcare professional before use.
12. How To Request A Refund
To begin a guarantee request, contact:
Hide & Hive Customer Support
Email:
contact@earthandessence.net
Please include:
- Order number
- Name used during purchase
- Email address associated with the order
- Reason for your request
Our team will respond with next steps.
Our Promise
We created Hide & Hive because we believe skincare can be simpler, cleaner, and more intentional.
Our guarantee exists because we want you to try Hide & Hive with confidence — knowing that if it does not become part of your routine, we will make it right.