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18+ only. Adults 18 and over may order, age is confirmed at checkout, and the carrier may require an adult signature at delivery.
HUSHWELL brand mark HUSHWELL
AC CT0
HUSHWELL information

Returns and Refunds

Returns and refunds at a glance

Unopened items can be returned. Opened intimate items cannot, and that rule is not negotiable. Everything below explains how to start a return and what happens next.

The hygiene rule

For hygiene reasons, an intimate item that has been opened, unwrapped, used or washed is non-returnable, and we cannot resell it or refund it. An item that is still sealed in its original packaging can be returned within 30 days of delivery. The pouch follows the same rule as any other item: unopened and unused, it can come back. If a seal was already broken when the parcel arrived, that is a damaged-on-arrival case, not a change of mind, and it is handled under the section below.

Condition of a returnable item

A returnable item must be in the condition it arrived in: original sealed packaging intact, all accessories, cables and the pouch present, and no marks, odours or damage. Please do not open the packaging to inspect the item and then ask to return it; the seal is the condition. Items that arrive back opened may be declined, and we will tell you why before doing so.

How to start a return

  • Email us with your order number and the reason for the return within 30 days of delivery.
  • We reply with return instructions and the address to use.
  • Pack the item in its original sealed packaging inside a plain outer box. The return parcel carries no store branding.
  • Send it with a tracked service and keep the receipt until the refund is issued.

Refunds

Once the returned item reaches us it is checked against the condition rules above, and a refund is issued to the original payment method, normally within five to ten business days of that check. Original shipping charges are refunded only where the whole order is returned or where the item was damaged or incorrect. Return postage is paid by you unless the return is our error.

Damaged, faulty or incorrect items

If something arrives damaged, faulty or not what you ordered, contact us within 48 hours of delivery with photographs of the parcel and the item. We will arrange a replacement or a refund, including the return postage, and the hygiene rule does not stand in the way of a genuine damaged-on-arrival claim. Faults that appear later in a motor item are handled under the limited warranty described in our terms of service.

Cancellations

You can cancel an order before it is dispatched for a full refund. Once a parcel is with the carrier, the return process above applies instead.

Contact

Questions about an order, a specification or a policy on this page go to [email protected] or +1 212 555 0142. We answer in the order messages arrive, Monday to Friday. The registered business name, postal address and any licence or tax numbers for this store must be supplied by the operator before this store accepts live orders.