Refund policy
Hushly Refund & Returns Policy
Last updated: September 28, 2026
At Hushly, we take pride in providing high-quality products and a reliable customer experience. This policy explains when refunds, replacements or returns may be available.
By placing an order with Hushly, you agree to the terms of this policy. Nothing in this policy limits any rights you may have under applicable New Zealand consumer law.
30-Day Money-Back Guarantee
Hushly offers a 30-day money-back guarantee starting from the date your order is marked as delivered.
If Hushly SleepBuds are not right for you, you may contact us within 30 days to request a return and refund, subject to the conditions in this policy.
To submit a request, contact us at:
Please include:
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Your order number
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The reason for your return request
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Photos or a short video showing the product’s condition, where applicable
All requests under the 30-day money-back guarantee must be submitted within 30 days of delivery.
Because Hushly SleepBuds are personal in-ear products, change-of-mind returns may be declined if the product has been materially used, damaged, altered or cannot be safely resold for hygiene reasons. This does not limit your rights under the Consumer Guarantees Act 1993 if the product is faulty or does not meet a consumer guarantee.
Faulty, Damaged or Incorrect Products
If your product arrives damaged, defective, incorrect or does not function as reasonably expected, please contact us as soon as possible.
We may ask for photos, video or other information to help us assess the issue. If a fault or delivery issue is confirmed, Hushly will provide an appropriate remedy, which may include a repair, replacement or refund, in accordance with applicable New Zealand consumer law.
Return Authorisation
All returns must be approved in writing by Hushly before being sent back.
Please wait for our return instructions before sending any product back. Products returned without prior approval may be delayed or may not be accepted.
Approved change-of-mind returns should include the SleepBuds, charging case, included accessories and original packaging where reasonably possible.
Return Shipping
For approved change-of-mind returns, the customer is generally responsible for arranging and paying return shipping.
For products that are faulty, damaged, incorrect or otherwise covered by applicable consumer law, Hushly will cover reasonable return shipping costs where required.
Return shipping costs for change-of-mind returns are non-refundable unless otherwise required by law.
Change of Mind
If you change your mind about your purchase, Hushly may offer a return under the 30-day money-back guarantee described above.
The product must be returned in reasonable condition and must not have been materially used, damaged, altered or misused. Hushly SleepBuds are personal in-ear products, so hygiene and product-safety requirements may apply.
This voluntary change-of-mind policy does not affect your rights if the product is faulty or does not meet the guarantees required by the Consumer Guarantees Act 1993.
Incorrect Shipping Information
Customers are responsible for providing accurate and complete shipping information during checkout.
If an order cannot be delivered because incorrect or incomplete address information was provided, Hushly may be unable to provide a refund or resend the order until the issue has been investigated.
If you notice an error in your shipping information, contact us as soon as possible at hello@hushly.nz.
Delivered Packages
If tracking confirms that an order has been delivered but you cannot locate it, please check around the delivery location, with other household members, neighbours and any safe-drop location used by the carrier.
You should also contact the shipping carrier and Hushly as soon as possible. We will assist with investigating the delivery where reasonably possible.
Fraud and Policy Abuse
Hushly may review refund and return requests to prevent fraud and policy abuse.
Where permitted by law, we may decline requests or restrict future purchases if we reasonably believe that a customer has submitted false information, provided misleading evidence or repeatedly attempted to exploit this policy.
Any evidence submitted during a claim must accurately represent the product and its condition.
Chargebacks and Payment Disputes
Customers are encouraged to contact Hushly before initiating a payment dispute or chargeback so that we have an opportunity to resolve the issue.
If a chargeback is initiated, Hushly may provide relevant documentation to the payment provider as part of the dispute investigation, including order confirmation, delivery confirmation, customer communications, tracking information and transaction records.
Refund Processing
If a refund is approved, it will be issued to the original payment method used at checkout.
Once processed by Hushly, the time required for the funds to appear may vary depending on your bank, card issuer or payment provider.
New Zealand Consumer Rights
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under New Zealand consumer law, including the Consumer Guarantees Act 1993 where it applies.
If a product is faulty, unsafe, not of acceptable quality, not fit for purpose or otherwise fails to meet a consumer guarantee, you may have rights to a repair, replacement, refund or other remedy.
Any rights provided under Hushly’s 30-day money-back guarantee are in addition to your rights under applicable consumer law.
Contact
For all order, return, refund or replacement enquiries, please contact:
Email: hello@hushly.nz
Hushly
New Zealand