Warranty policy
What we guarantee on breeding hives, hive boxes and related services — the period, the scope and how to make a claim.
1. Stingless bee breeding hives
Every breeding hive is handed over with a lifetime QR identification code — scan it to see the lineage, the care history and the farm that raised it. This code stays with the hive permanently, even when it changes owner or moves to another farm.
| Item | Our commitment |
|---|---|
| Colony dies because of a defect in the breeding stock | Replacement with a new hive within 15 days from the date of receipt |
| Hive is weak and does not develop | Technical support to remedy the problem; if there is no improvement within 30 days, the hive is replaced |
| Technical support | For life — guidance on hive placement, seasonal care and the right time to harvest honey |
Not covered by the warranty: a colony that dies because the hive was placed in the wrong location (harsh sunlight, flooding, close to a source of chemicals), because of pesticide spraying in the surrounding area, because of a natural disaster, or because the colony was split without guidance.
Conditions: keep the QR code on the hive intact and report the matter within 48 hours of noticing anything abnormal, together with photos or a video of the hive's condition.
2. Hive boxes & equipment
A 6-month warranty against technical faults: cracked wood, open joints, broken hinges. The warranty does not cover natural wear and tear, termites caused by placement in a damp spot, or damage from impact.
3. Honey and honey-based products
These products are foodstuffs, so no warranty applies; the returns and exchanges policy applies instead: goods that are defective, broken or spoiled while the seal is still intact are exchanged or refunded.
Correct storage: a dry, cool and airy place, away from direct sunlight, with the lid closed tightly, using a clean dry spoon. Refrigeration is not necessary.
4. Experience tours
| Cancellation notice before the departure date | Refund |
|---|---|
| 7 days or more | 100% refunded |
| 3 to 6 days | 70% refunded |
| 1 to 2 days | 50% refunded |
| On the departure day itself, or failure to attend | No refund |
If Ong Dú Đất Rồng cancels a tour because of the weather or force majeure, you receive a 100% refund or a transfer to another date, whichever you choose.
5. How to make a warranty claim
Call the hotline or message us on Zalo with your order code (and the hive's QR code if it concerns a breeding hive), describe the condition and send photos/video. We respond within the working day.