At HushBox, our brand is built on radical honesty. Because we sell genuine mystery parcels with unknown contents, our policy is designed to be fair and transparent while protecting the unique nature of the “mystery” experience.
1. The Nature of Your Purchase
When you purchase from HushBox, you are buying the experience of receiving a “rescue” parcel from the postal network. The specific contents are unknown to both us and you at the point of sale. By completing your purchase, you acknowledge that items are sourced from undelivered or returned mail and may vary in condition, brand, and type.
2. Your Statutory 14-Day Right to Cancel: Under the Consumer Contracts Regulations 2013, you have the right to change your mind and cancel your order for any reason within 14 days of receiving your goods.
• The Window: You must notify us at sales@hushbox.co.uk within 14 days of delivery.
• The Return: You then have a further 14 days to send the items back to us.
• The Refund: We will refund the price of the product plus our standard outgoing delivery cost.
• Condition of Items: To receive a full refund, items must be returned in the condition they were received. While you may open the outer “HushBox” to inspect the contents, any individual sealed items inside (e.g., electronics, beauty products, or media) that are opened or unsealed will result in a deduction from your refund to reflect the loss in resale value.
• Return Postage: You are responsible for the cost of return postage. We strongly recommend using a tracked service.
3. Returns After the 14-Day Window
Once the 14-day “cooling-off” period has passed, we do not accept returns based on “disappointment” or a change of heart. The unknown nature of the goods is the core characteristic of the product. Provided the parcel matches the description of the tier purchased, dissatisfaction with specific items does not constitute a fault under the Consumer Rights Act 2015.
4. Damaged, Faulty, or Incorrect Orders
We will provide a full refund or replacement in the following circumstances:
• Non-Delivery: Your order has not arrived within 14 working days of your dispatch notification.
• Transit Damage: The parcel arrives significantly damaged in a way that has clearly impacted the contents.
• Incorrect Order: You received a different tier or quantity than what you ordered.
5. Security & Fraud Protection
For mutual protection, all orders are weight-verified and recorded at our packing stations. We encourage customers to film a continuous, un-cut unboxing video to assist with any claims regarding damaged or missing items.