Refund policy
The short version
If something went wrong on our side — faulty, damaged, or wrong item — we take full responsibility. You won't pay anything, and in most cases you won't even need to send it back. We just need a quick photo or video.
If you changed your mind — no problem. You have 30 days to return anything, no product excluded. You cover return postage, and once we get it back (or see proof you've sent it), we refund fast.
Full details below.
Faulty, damaged, or wrong item — on us
If your lamp arrived faulty, damaged in transit, or isn't what you ordered, that's on us to fix.
Email hello@hushlights.com with your order number and a photo or short video showing the problem. In most cases, that's all we need — we'll issue a refund or replacement without asking you to return anything. Where we do need it back, we'll send a prepaid label, so it costs you nothing.
This is covered for 30 days from delivery, and separately under the Consumer Rights Act 2015 for longer — see "If something's faulty" below.
Changed your mind — 30-day returns
You have 30 days from delivery to return anything you've bought from us, no product excluded, no reason needed.
To start a return, email hello@hushlights.com with:
- Your order number
- A short video of the lamp switched on — 5 seconds is plenty, just show it lighting up
We'll reply within 1 business day with the return address. Please don't send anything back before contacting us. Once you've told us you're returning it, send the item within 14 days.
Why the video? It confirms the lamp is working and undamaged when it leaves you, so we can process your refund quickly without waiting to inspect it here. It also protects you if something happens to it in transit back to us.
Return postage is on you for change-of-mind returns. Use a service that gives you proof of postage and keep the receipt — if a return doesn't arrive, we may ask to see it before refunding.
Condition
Please try the lamp. Charge it, use it, see if it's right for you — that's what the 30 days are for.
Send it back with the box, remote and charging cable.
We may reduce your refund to reflect any loss in value if the item comes back damaged, incomplete, or in a condition beyond what normal testing would cause. Where an item has been destroyed or rendered unusable — a submerged lamp, for example — that reduction may be the full purchase price.
If you don't send a video and the lamp arrives back damaged or not working, we'll assess its condition on arrival and reduce the refund accordingly.
Please return the item you ordered. Where a returned parcel is empty, contains a different item, or doesn't match what was sent, we'll contact you before processing anything.
Refunds
We refund within 14 days of getting the item back, or of you showing proof you've sent it — whichever comes first. Usually it's much faster: send the video with your return request and we'll normally refund within 2 business days of the lamp arriving.
Refunds go back to your original payment method. No restocking fee.
We refund standard delivery costs on a full return. If you chose a faster delivery option, we refund the standard rate. Part-returns don't get delivery refunded.
Returning part of a bundle: if you bought the Hush Ritual and send back one lamp, we refund what you paid less the bundle discount — the lamp you keep is charged at its normal individual price.
If something's faulty
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality.
- Within 30 days: full refund
- Within 6 months: repair or replacement, or a refund if neither is possible
- Up to 6 years (5 in Scotland): you may still have a claim if the fault existed at delivery
Email us with your order number and a photo or short video. We cover return postage for faults.
12-month warranty
Every lamp comes with a 12-month warranty from delivery, covering manufacturing defects and component failure in normal home use. This is on top of your legal rights, not instead of them.
What's covered: the lamp won't charge or hold charge, remote or touch controls stop working, colours or brightness fail, or water gets in during normal splash-proof use — on a shelf, ledge or countertop, away from direct spray.
What's not covered:
Water damage from use beyond IP44. IP44 means splash-proof, not waterproof. The lamp handles steam, humidity and incidental splashes. It is not built for, and must not be exposed to:
- submersion in water
- direct water jets, including a showerhead or handheld shower
- placement inside a bath, sink or shower enclosure
- cleaning under a running tap
Damage from any of these comes from use outside what the product is rated for, so it isn't a manufacturing defect.
Also not covered: drops and impact damage, cosmetic scratches from normal use, damage from a non-standard charger, damage from opening or modifying the lamp, gradual battery capacity loss over time (this is normal), and normal wear from commercial or non-domestic use.
The warranty covers the original buyer on products bought from hushlights.com — we may ask for your order number. It doesn't transfer if you sell or give the lamp away, though the buyer's statutory rights against us are unaffected.
How the two overlap
These are separate things, so to be clear:
- Warranty covers defects. If you damaged the lamp yourself, it doesn't apply.
- 30-day returns always apply — you can send back a damaged lamp within 30 days. But we'll reduce the refund to reflect its condition, and for a lamp that's been submerged or otherwise ruined, there may be little or nothing to refund.
Sending a lamp back
Our lamps have built-in rechargeable lithium batteries. Leave the battery in the product and use the original packaging — UK carriers accept this as a battery contained in equipment. Don't try to remove it.
Our registered office at Shelton Street is an admin address and can't accept parcels. Email us for the return address.
Cancelling before dispatch
Email us before your order ships and we'll cancel and refund in full — nothing to send back.
Cancellation form
Optional. Email to hello@hushlights.com.
I cancel my contract of sale for the following goods: Order number: ______ Ordered / received on: ______ Name: ______ Address: ______ Date: ______
Contact
Presence Works Ltd trading as Hush Lights
Company number 17393401, registered in England and Wales
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
hello@hushlights.com
Nothing here affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.