01 About Us

These Terms and Conditions govern all purchases made through hushbox.co.uk. By placing an order, you agree to be bound by these terms.

02 Our Products

2.1 Stock Sourcing

HushBox sells genuine undelivered and customer return parcels sourced from the Royal Mail and Evri postal networks. Our stock originates from major UK e-commerce platforms including Amazon, eBay, and Temu. As such, contents reflect the full breadth of UK e-commerce — from premium branded goods to everyday items, including goods of international manufacture. We do not misrepresent the origin or nature of our stock.

2.2 Product Tiers

Our products are sold in three tiers:

• HushBox One — one genuine undelivered or return parcel
• HushBox Three — three genuine undelivered or return parcels
• HushBox Five — five genuine undelivered or return parcels

2.3 Grading

Each individual parcel within a HushBox is fitted with a unique serialised tamper-evident grading sticker prior to dispatch. The sealed, unknown nature of each parcel is an intrinsic characteristic of the product as sold.

03 Orders and Payment

3.1 Placing an Order

By completing checkout on hushbox.co.uk, you are making an offer to purchase goods subject to these Terms and Conditions. A contract is formed when we send you an order confirmation email.

3.2 Payment

All transactions are processed securely via PayPal. By proceeding to checkout you agree to PayPal’s terms of service. HushBox does not store your payment card details.

3.3 Pricing

All prices are displayed in pounds sterling (GBP) and are inclusive of VAT where applicable. Delivery charges are displayed separately at checkout and are not included in the product price. The total amount payable, including all charges, is shown to you before you confirm your order.

04 Delivery

4.1 Dispatch

We aim to dispatch all orders within 2 working days of payment being confirmed. During promotional periods, dispatch may take up to 3 working days.

4.2 Delivery Method

We dispatch using Royal Mail Tracked or DPD tracked services. You will receive a tracking number by email upon dispatch. We are not liable for delays caused by Royal Mail, DPD, or any third-party carrier once your parcel has been handed to them.

4.3 Delivery Address

It is your responsibility to provide a complete and accurate delivery address at checkout. HushBox cannot accept responsibility for non-delivery resulting from an incorrect address being provided.

05 Your Right to Cancel

5.1 Statutory Right to Cancel

As a consumer purchasing online, you have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right begins at the moment your order is confirmed and expires 14 days from the day you receive your HushBox.

5.2 How to Cancel

To exercise your right to cancel, you must notify us in writing within 14 days of receiving your order by emailing sales@hushbox.co.uk with your order number and a clear statement that you wish to cancel. Once you have notified us, you have a further 14 days in which to return the goods to us.

5.3 Condition of Returned Goods and Partial Returns

You are permitted to open the outer HushBox packaging to inspect its contents. However, you may not open the individual sealed parcels inside. The tamper-evident grading sticker on each individual parcel represents the sealed state of that parcel as sold.

Returns and refunds are assessed on a parcel-by-parcel basis as follows:

• Individual parcels returned with their tamper-evident grading sticker fully intact and undamaged are eligible for a full refund of the price paid for those parcels.
• Individual parcels whose tamper-evident grading sticker has been broken or removed have been handled beyond what is reasonably necessary for inspection. In respect of those opened parcels, we reserve the right to reduce the refund to reflect the full diminished value of the goods. As an opened mystery parcel cannot be re-sold as a mystery parcel, this reduction may amount to 100% of the item value.
• You may return a partial order. For example, if you purchased a HushBox Three and open one parcel, you remain entitled to a refund for the two unopened parcels but not for the opened one.

5.4 Refund Amount on Valid Cancellation

Where a valid cancellation is made and eligible parcels are returned in original sealed condition, we will refund:

• The full product price paid for each eligible sealed parcel; and
• The original standard delivery charge paid at the time of order, where the entire order is cancelled. Where a partial return is made, the original delivery charge is non-refundable.

We are not required to refund any premium or express delivery charges paid above the cost of standard delivery.

5.5 Return Postage for Change-of-Mind Cancellations

For change-of-mind cancellations under clause 5.1, the cost of return postage is your responsibility. We recommend using a tracked service, as we cannot accept liability for items lost in transit on return. This requirement is brought to your attention prior to purchase in accordance with Regulation 36 of the Consumer Contracts Regulations 2013.

5.6 Refund Processing

All valid refunds will be processed within 14 days of us receiving the returned goods and confirming their condition. Refunds will be issued to the original PayPal account used at the time of purchase. PayPal’s own processing times may mean funds take up to 5 working days to appear in your account after we have initiated the refund.

06 Faulty or Damaged Items

6.1 Your Rights Under the Consumer Rights Act 2015

Your rights in respect of faulty or damaged goods are entirely separate from, and in addition to, the cancellation rights set out in Section 5. The rules on opened parcels in clause 5.3 do not apply where an item is faulty or damaged — in those circumstances your full statutory rights under the Consumer Rights Act 2015 apply regardless of whether the parcel has been opened.

6.2 What Counts as Faulty

An item is considered faulty if it is physically broken, damaged in transit, or materially not as described within our grading system. We are unable to accept faulty item claims solely on the basis that the contents are not to your personal taste, as the mystery nature of the product is clearly disclosed prior to purchase.

6.3 Reporting a Faulty Item

To report a faulty or damaged item, please contact us at sales@hushbox.co.uk within 30 days of receipt with your order number, a description of the fault, and photographic evidence where possible. We will assess your claim and respond within 5 working days.

6.4 Remedy

Where a faulty item claim is accepted, we will offer one of the following at our discretion: a replacement item, a partial refund, or a full refund. Where a return is required, we will provide a prepaid return label. You will not be charged return postage for any item accepted as faulty or damaged.

07 Fraud Prevention

7.1 Our Zero-Tolerance Policy

To protect our community and maintain fair pricing, HushBox operates a Zero-Tolerance Fraud Policy. Fraudulent claims, including false missing item or empty box reports, are taken extremely seriously.

7.2 Our Verification Measures

Every order is subject to the following verification procedures at our Hertfordshire facility:

• Photography: Each order is photographed during packing, including individual parcels with grading stickers visible.
• Weight Logging: The exact weight of your HushBox is recorded at the point of dispatch. In the event of a missing item claim, dispatch weight data is cross-referenced against carrier transit records and any return weight.
• Serialised Stickers: Each tamper-evident grading sticker carries a unique serial number tied to your specific order, making replication or substitution identifiable.
• Payment Monitoring: We use automated fraud monitoring through PayPal to flag high-risk transactions.

7.3 Banned Customer Register

We maintain a Banned Customer Register. Any customer found to have submitted a fraudulent claim or initiated an unwarranted chargeback will be permanently banned from purchasing from HushBox and their details may be shared with other mystery box retailers and relevant industry groups.

08 Limitation of Liability

Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any matter where it would be unlawful to exclude or limit liability.

Subject to the above, our total liability to you in connection with any order shall not exceed the total price paid by you for that order. We are not liable for any loss or damage that was not foreseeable at the time you made your purchase, or any business loss.

09 Governing Law

These Terms and Conditions are governed by and construed in accordance with the law of England and Wales. Any disputes arising under these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

10 Changes to These Terms

We reserve the right to update these Terms and Conditions at any time. The version in force at the time of your order will apply to that order. We will publish all updates on hushbox.co.uk with a revised ‘Last updated’ date.

11 Contact Us

For any questions about these Terms and Conditions, to exercise your cancellation rights, or to raise a complaint, please contact us at: