Refund & Return Policy

RETURNS & REFUNDS

REST EASY. WE’LL MAKE IT RIGHT.

We want you to love your HUSH purchase. If something isn’t right, we’ve tried to make returning it as simple as possible.

Most eligible products can be returned within 30 days of delivery, subject to the conditions below.

This policy is in addition to — and does not affect — your statutory consumer rights.

CHANGE YOUR MIND? NO PROBLEM.

If you decide a product isn’t right for you, please contact us within 30 days of receiving your order.

To qualify for a change-of-mind return, products should normally be:

unused and in a resalable condition;
returned with any original packaging, labels and accessories;
free from damage, marks, odours or signs of excessive handling; and
accompanied by proof of purchase or your HUSH order number.

You are welcome to inspect a product as you reasonably would in a shop. If an item has been used or handled beyond what is reasonably necessary to establish its nature, characteristics or function, we may reduce the refund to reflect any reduction in its value.

YOUR RIGHT TO CANCEL

If you are a UK consumer purchasing online, you normally have a legal right to cancel your order without giving a reason.

For most goods, you have 14 days from the day after you receive your order to tell us that you wish to cancel.

If products from the same order arrive separately, the cancellation period generally runs from the day after you receive the final item.

Once you have told us you are cancelling, you normally have a further 14 days to return the goods.

Our 30-day HUSH returns policy is intended to give you additional flexibility and does not replace these statutory rights.

HOW TO START A RETURN

Please contact us at:

returns@hushstore.co.uk

Include:

Your name
Your order number
The item you wish to return
The reason for the return

If an item is damaged or faulty, please also include clear photographs where possible. This can often help us resolve the issue much more quickly.

We’ll reply with the appropriate return instructions and, where required, the return address.

Please contact us before sending anything back.

HUSH works with a number of carefully selected fulfilment partners, so products may be dispatched from and returned to different locations.

Do not automatically return a product to the address shown on the parcel or shipping label, as this may not be the correct returns address and could delay your refund.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

SOMETHING WRONG? WE’LL FIX IT.

If your product arrives damaged, faulty, materially different from its description or you receive the wrong item, please contact us as soon as possible.

We'll assess the problem and arrange an appropriate solution, which may include:

a replacement;
a refund;
replacement parts where appropriate; or
a return at our expense.

Where goods are faulty or do not conform to the contract, your statutory rights under UK consumer law apply.

UK consumers generally have a 30-day short-term right to reject goods that are faulty or not as described. Other rights to repair, replacement, price reduction or refund may continue beyond this period depending on the circumstances.

Where we require faulty goods to be returned, HUSH will cover reasonable return costs.

RETURN POSTAGE

For ordinary change-of-mind returns under our voluntary returns policy, the customer is normally responsible for the cost of returning the item unless we tell you otherwise.

We strongly recommend using a tracked postal or courier service and keeping your proof of postage until your refund has been completed.

We cannot normally take responsibility for a return that is lost in transit before reaching the designated return location.

If a return is required because the product is faulty, damaged, incorrect or otherwise does not conform to your order, we will cover the reasonable cost of returning it.

PRODUCTS SENT DIRECTLY FROM OUR PARTNERS

Some HUSH products are stored and dispatched directly by our approved fulfilment partners.

This helps us offer a wider range of carefully selected sleep, recovery and lifestyle products without unnecessarily moving products between warehouses before they reach you.

It also means that:

products within one order may occasionally arrive separately;
different products may need to be returned to different locations;
you may receive more than one tracking number; and
the return address may be different from the dispatch address.

None of this changes your relationship with us.

You purchased from HUSH, and HUSH remains your point of contact for your order, return and refund.

We'll deal with our fulfilment partners behind the scenes so you don't have to.

HYGIENE-SENSITIVE PRODUCTS

Some HUSH products are intended for close personal use.

Where permitted by law, certain sealed goods that are not suitable for return for health-protection or hygiene reasons may not be eligible for a change-of-mind return once their protective seal has been broken.

Where applicable, this will include products clearly supplied with a hygiene or protective seal.

Please therefore check that you are happy with the product before removing any hygiene seal.

This restriction does not affect your rights if a product is faulty, damaged, incorrectly supplied or not as described.

We will not automatically treat every pillow, sheet, sleep mask, item of sleepwear or bedding product as non-returnable simply because it relates to sleep or personal use. Any hygiene restriction will be applied only where appropriate.

NON-RETURNABLE ITEMS

Unless faulty or otherwise required by law, we may be unable to accept change-of-mind returns for:

personalised or made-to-order products;
products manufactured or altered specifically to your requirements;
sealed hygiene-sensitive products once the relevant seal has been broken;
gift cards or other non-refundable stored-value products, where permitted by law;
products that have been damaged after delivery through misuse, neglect or improper care; and
any other products for which a legal exemption from cancellation rights applies.

Any specific return restrictions will, wherever practical, also be shown on the relevant product page.

SLEEPWEAR

Sleepwear may be tried on for fit in the same way that you would reasonably try on clothing in a shop.

Please keep labels attached and ensure items remain clean, unworn beyond trying them on and in a resalable condition.

For hygiene reasons, please wear appropriate underwear when trying on sleepwear.

Certain intimate garments may have additional hygiene protections where clearly indicated.

BEDDING, PILLOWS & MATTRESSES

Please take reasonable care when inspecting bedding, pillows, mattresses and related products.

Opening packaging does not automatically mean that a product cannot be returned.

However, products that have been slept on, stained, damaged, washed, altered or extensively used may not qualify for a change-of-mind return under our voluntary returns policy, and excessive handling may affect the amount refundable where the law allows.

If a product has a specific trial period or comfort guarantee, the terms of that guarantee will be shown on the relevant product page.

Your statutory rights in relation to faulty or misdescribed goods are unaffected.

SALE & PROMOTIONAL ITEMS

Products purchased in a sale or using a promotional code can normally be returned on the same basis as full-price products, subject to this policy.

Your refund will be based on the amount you actually paid for the returned product.

Where a discount depended on purchasing multiple products or reaching a minimum spend, returning part of the order may affect the discount originally applied. Where appropriate, any refund will reflect the revised qualifying order value.

BUNDLES & MULTI-BUY OFFERS

If you purchase products as part of a bundle or multi-buy promotion and wish to return only part of that bundle, the refund may be recalculated based on the price you would have paid for the products you keep.

For example, if a discount applied because three products were purchased together, returning one of them may mean the remaining products no longer qualify for that discount.

We'll always explain any adjustment clearly.

GIFTS

If an item was purchased as a gift, refunds will normally be made to the original payment method used by the purchaser.

Where possible, we may be able to offer an alternative such as store credit, but this will be considered on a case-by-case basis.

EXCHANGES

The quickest way to obtain a different product, colour or size is usually to return the original eligible item and place a new order.

If a direct exchange is available for your product, our customer service team will let you know when you contact us.

REFUNDS

Once your return has been received and, where appropriate, inspected, we'll let you know that your refund has been processed.

Approved refunds will normally be made to your original payment method.

Under UK cancellation rules, where applicable, refunds must be made without undue delay and normally no later than 14 days after we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.

Banks and payment providers can take additional time to display a completed refund in your account. This part of the process is outside HUSH's control.

ORIGINAL DELIVERY CHARGES

Where you exercise your statutory right to cancel an entire eligible order, we will refund the basic delivery charge you paid, where required by law.

If you selected a more expensive delivery service — such as express delivery instead of our standard delivery service — we are not required to refund the additional cost above our standard delivery charge.

If you return only part of an order, the original delivery charge will not normally be refunded unless required by law.

RETURN SHIPPING CHARGES

For a normal change-of-mind return, return postage is generally your responsibility.

We do not charge a separate administrative or restocking fee for exercising your statutory cancellation rights.

Where we provide a prepaid return label for convenience on a change-of-mind return, we will tell you beforehand if the cost of that label will be deducted from your refund.

Faulty, damaged, incorrect or misdescribed goods are treated differently and HUSH will cover reasonable return costs where legally required.

ORDER CANCELLATIONS BEFORE DISPATCH

Changed your mind immediately after ordering?

We'll always try to cancel an order before it enters fulfilment. However, our fulfilment process can begin very quickly, so we cannot guarantee that an order can be stopped once it has been placed.

If the order has already been dispatched, you'll normally need to wait until it arrives and then follow the returns process above.

REFUSING DELIVERY

Please don't refuse a parcel unless we've specifically asked you to.

Refusing delivery can sometimes result in a parcel being sent to an inappropriate warehouse or returned internationally, which can significantly delay your refund.

Contact HUSH first and we'll tell you the simplest way to return your order.

UNDELIVERED OR RETURNED-TO-SENDER ORDERS

Please make sure your delivery information is accurate when placing your order.

If an order is returned because an incorrect or incomplete address was provided, delivery was repeatedly attempted without success, or the parcel was not collected from the carrier, we may need to deduct reasonable additional delivery or return costs from any refund where permitted by law.

We'll always review the circumstances before doing so.

LOST RETURNS

Until a change-of-mind return reaches the return location we provide, the parcel normally remains your responsibility.

For this reason, please use a tracked service and retain your receipt or proof of postage.

Different rules may apply where HUSH arranges or pays for the return of faulty or incorrect goods.

REFUND NOT SHOWING?

If we've confirmed that your refund has been processed but you can't yet see it:

Check the payment method originally used for the purchase.
Allow your bank or card provider a few working days to process it.
If it still hasn't appeared, contact us and we'll investigate.

YOUR STATUTORY RIGHTS

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any rights you have under applicable consumer law.

For UK customers, relevant protections include the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where this policy provides greater rights than the legal minimum, our additional HUSH policy will apply. Where the law gives you greater protection, the law will take precedence.

NEED HELP?

WE'RE HERE.

Returns aren't the exciting part of buying something new, so we'll do our best to keep things straightforward.

For cancellations, returns, damaged products or refund questions, contact:

Email: returns@hushstore.co.uk
Order support: Please include your order number whenever possible.

HUSH
Rest. Recover. Recharge.