All returns and refund requests are submitted via accessing your customer account on the HUSHMOMMY website in the first instance. Our refund and returns policy lasts 30 days. If 30 days from your purchase or 7 days from your delivery date have passed, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To start a return request:
Please complete the details requested above. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@hushmommy.com.
What if an item is missing from my order?
If there’s a product on the delivery note that’s not included in your package, contact us within 7 days. We’ll investigate straight away and advise the most appropriate way to resolve the shortage.
What if you send me the wrong item?
If we accidentally get a product in your order wrong, contact us within 7 days and we’ll arrange to collect it from you. We’ll then send you the correct product or refund you if you prefer.
What if an item is damaged/faulty on arrival?
Every product you buy from us should reach you in perfect condition. If this is not the case, you should access your customer account via the HUSHMOMMY website within 7 days of receiving your parcel and start the returns process. This will start a returns process with our Customer Service Team who will contact you with details of the next step. HUSHMOMMY will cover the return freight of any damaged or faulty items.
What if I change my mind about my order?
If you change your mind about all or part of your order before receiving it, contact us urgently and we’ll do our best to intercept your order before it reaches our warehouse for processing.
If you change your mind about all or part of your order after receiving it, you should access your customer account via the HUSHMOMMY website within 7 days of receiving your parcel and start the returns process. This will start a returns query with our Customer Service Team who will contact you with details of the next step.
You will be responsible for all costs incurred with returning a ‘change of mind’ item, this includes freight costs and may incur a restocking fee of 20% of your order value.
If a replacement product is not required, ‘change of mind’ returns are via store credit. If you qualified for free shipping at the time of placing your order, this amount will be deducted from any refund as freight costs were incurred by HUSHMOMMY on the initial order.
What if I want a replacement rather than a refund?
After following the steps outlined in ‘What if I change my mind about my order?’ our Customer Service Team will contact you to discuss your request. This may be as simple as converting your refund to a store credit which will sit on your account awaiting your submission of a replacement order.
Which products are excluded from the returns policy?
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. The following items cannot be returned unless the item is incorrect, faulty or defective:
There are certain situations where only partial refunds are granted:
Additional non-returnable items:
Can I cancel my order?
You can request to cancel all or part of your order before we have started to pick and pack it. You will need to access your customer account via the HUSHMOMMY website in order to start this process. A member of our Customer Service Team will contact you to confirm the status of your order and if we are able to intercept it prior to picking and packing.
What if I’m entitled to a refund and I no longer have the card I originally paid with?
Where a credit card attached to an original purchase cannot be produced, the refund will be processed via a store credit. Refunds can only be paid in the same tender as the original purchase or refunded to the account used to pay for the item in the case of a HUSHMOMMY Account Holder.
What if I need a refund and I paid via PayPal?
For purchases made using PayPal or a similar channel, any refunds will be processed directly to those channels.
How do I return a parcel by post?
The returned item(s) must be unopened, unused and in its original packaging with any security seals intact. The items should be repackaged securely and sent to the address supplied on the returns label provided by our Customer Service Team. This process will be clearly outlined by our Customer Service Team when they contact you directly.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Sale items
Only regular-priced items may be refunded. ALL SALE ITEMS cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us so we can assist you.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, please contact us so we can assist you.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please contact us so we can assist you with further questions related to refunds and returns.
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