Yes. Under UK consumer law you have a 14-day statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You are free to open the outer HushBox packaging to inspect the parcels inside. Returns and refunds are then assessed on a parcel-by-parcel basis:

• Parcels returned with their tamper-evident grading sticker fully intact are eligible for a full refund.
• Parcels whose grading sticker has been broken or removed are treated as opened and are not eligible for a refund, as the mystery value has been consumed.
• Partial returns are accepted. For example, if you purchased a HushBox Three and open one parcel, you can return the two unopened parcels for a refund on those two — the opened parcel is not refundable.

To cancel, email us at sales@hushbox.co.uk within 14 days of receiving your order with your order number. You then have a further 14 days to return the goods.

Where a valid return is accepted, we will refund the full product price for eligible sealed parcels, plus the original standard delivery charge if you are cancelling your entire order. Return postage for change-of-mind cancellations is the customer’s responsibility. We recommend a tracked service.

The product we sell is the mystery reveal. Think of it like a pack of trading cards or a Lego Mystery Minifigure — once the internal pack is opened, the mystery is considered consumed. We operate this way to prevent cherry-picking, which ensures every customer has the same honest chance at a high-value find.

Once individual parcels have been opened, we are not able to offer refunds on the basis of personal preference. The contents cannot be returned as mystery parcels because the mystery element no longer exists.

If an item is physically faulty or damaged, that is an entirely separate matter covered by the Consumer Rights Act 2015 — please see Q5 below. Faulty items are handled differently from change-of-mind returns, and your full statutory rights apply regardless of whether the parcel has been opened.

To protect our community and keep prices fair, HushBox operates a Zero-Tolerance Fraud Policy. Every order processed at our Hertfordshire facility is subject to:

• Photography: Each order is photographed during packing, including individual parcels with grading stickers clearly visible.
• Weight Logging: The exact weight of your HushBox is recorded at dispatch. If a missing item claim is made, we cross-reference our dispatch weight against carrier transit data and any return weight.
• Serialised Stickers: Every tamper-evident grading sticker carries a unique serial number tied to your specific order. This means substitution or tampering is identifiable.
• Payment Monitoring: We use automated fraud monitoring through PayPal to flag high-risk transactions.

Any customer found to have made a fraudulent claim or submitted an unwarranted chargeback will be permanently added to our Banned Customer Register.

Your rights under the Consumer Rights Act 2015 apply in full and are entirely separate from our mystery box returns policy. If an item is physically broken, damaged in transit, or materially not as described within our grading system, please contact us at sales@hushbox.co.uk within 30 days of receipt with:

• Your order number
• A description of the fault
• Photographic evidence where possible

We will assess your claim and respond within 5 working days. Where a faulty item claim is accepted, we will cover return postage in full — you will never be charged to return a faulty item.

‘Free shipping’ is a myth — it is usually just hidden in the product price. We believe in radical honesty: by charging postage separately, you are never paying a hidden delivery markup on the parcels themselves.

We dispatch using Royal Mail Tracked or DPD tracked services. The delivery charge is shown clearly at checkout before you confirm your order, and you will receive a tracking number by email when your HushBox is dispatched.

Absolutely. We regularly host ‘Rip or Ship’ sessions on TikTok Live. If you have placed an order, join our live stream — we can grade and pack your order right in front of the community. It is the most transparent way to see exactly how your HushBox comes together.

Follow us on TikTok to get notified when we go live.

All refunds are issued to the original PayPal account used at the time of purchase. We will initiate the refund within 14 days of receiving and inspecting your returned goods.

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. If you believe a refund has not been received, please contact us at sales@hushbox.co.uk before raising a dispute with PayPal.