Skip to content
18+ store. Gift orders leave in plain outer packaging with the presentation inside; age is confirmed at checkout and again at the door if the carrier asks.
HUSHGROVE brand mark HUSHGROVE
AC CT0
HUSHGROVE information

Returns and Refunds

The rule that decides everything

An intimate item that has been opened, unwrapped, washed or used cannot be returned by anyone. An item that is still sealed in its original packaging can go back to us within 30 days of arriving. That is a hygiene rule, it applies to the person who bought the item and to anyone who received it as a gift, and it is not varied by request.

Condition of a returnable item

Anything sent back has to be in the state it arrived in: the seal unbroken, the original packaging undamaged, and every accessory present, including pouches, cables and trays. Do not open the packaging to look at the item and then ask to return it, because the seal is the condition. Where the seal had already given way by the time the parcel was opened, treat it as a damaged delivery rather than a change of mind, and follow the section below. Items that arrive back opened may be declined and returned to the sender.

How to start a return

  • Email the order number and the item you want to return.
  • Wait for the return instructions before sending anything; returns sent without them cannot be matched to an order.
  • Put the sealed item inside a plain outer box that carries no branding. The return parcel carries a neutral sender name and no store branding, exactly like the parcel that arrived.
  • Keep the carrier receipt until the refund is confirmed.

Refunds

Once a returned item has been inspected, the refund is issued to the original payment method. Card refunds typically appear within five to ten business days, depending on the bank. The item price is refunded in full; the original shipping charge is refunded where the return is caused by a fault or an error on our side, and not where the return is a change of mind. Gift orders are refunded to the person who placed the order, since the payment came from them.

Damaged, faulty or wrong items

If an item arrives damaged, fails through a fault in the charging hardware, or is not the item ordered, email us with photographs and the order number within 30 days of delivery. The item is replaced where stock allows, or refunded in full including shipping. A faulty item does not need to be in sealed packaging, and the hygiene rule does not block a claim for something that arrived broken or stopped working through no fault of yours.

Exchanges

Exchanges work as a return followed by a new order, because stock moves quickly and a held item can sell out while a return is in transit. Place the new order when the return is accepted and the refund will follow.

Nothing here removes your rights

This policy sits alongside the consumer rights that apply where you live, and it does not replace them. Where a statutory right gives you more than this page does, that right prevails. The terms of service describe how this policy fits with the rest of the store’s terms.

Contact

For anything on this page — an order, a specification, a return or a policy question — write to [email protected] or call +1 212 555 0142. Messages are taken in the order they land, 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.