We take care to ensure every order is accurately packed and checked before dispatch. If there's an issue with your order, please contact us and we'll do our best to assist.
Eligible Returns
We accept returns and will offer a replacement or full refund if:
- The product received is defective or incorrect
- The product has an unreasonably short remaining shelf life
- A replacement is unavailable for the affected item
Requests must be submitted within 30 days from the date of purchase.
Return Conditions
Items must be unused, unopened, and returned in their original packaging. Proof of purchase is required. If your order included free samples, these must also be returned or reimbursed when the main item is returned. Hush reserves the right to decline returns that do not meet these conditions.
Return Process
Please contact us before sending any items back. We will advise on the appropriate return procedure. Returns sent without prior approval may not be accepted.
Refunds
Once a returned item is received and inspected, refunds are processed within:
- 1–3 business days for bank transfers
- 3–7 business days for credit card payments
Banks and payment providers may require additional time to reflect the refund in your account.
Missing or Incorrect Items
If an item is missing from your order, retain all packaging and contact us immediately. We will review footage from our packing stations to investigate. If the item is suspected lost in transit, we may need to collect the parcel to inspect for signs of tampering before filing a courier claim. Failure to retain the original packaging may limit our ability to investigate.
Damaged Items
If a product arrives damaged, notify us within 48 hours of receipt with clear photos of the damaged product, its packaging, and the outer parcel. Claims submitted without supporting photos or outside this timeframe may not be eligible for a replacement or refund.
Used or Opened Products
For hygiene and safety reasons, we do not accept returns for products that have been opened, used, or tampered with, unless the product is confirmed defective. Please inspect your items carefully before opening them.
Authenticity Assurance
All products are sourced from trusted and reputable suppliers. Returns or refunds based solely on authenticity concerns will not be accepted once a product has been opened or used. If you have concerns about a product, please contact us before opening it.
Parcel Delivery Claims
Once an order is marked as delivered by the courier, it will be considered successfully delivered. HushSG will assist in raising an investigation with the courier for parcels reported missing, but outcomes are subject to the courier's findings.
Incorrect Returns
All returned items are verified against the original order. If a returned item does not match the product originally purchased, or has been swapped or tampered with, Hush reserves the right to reject the refund and return the item to the sender.
Haven't Received Your Refund?
Please check your bank account first, then follow up with your payment provider. If the issue persists, contact us at [email protected].