Refund policy

Read this before you order

Hushora is a personal oral product. Because a mouthpiece goes in your mouth, hygiene restrictions apply to returns, and they are stricter than for most products. Please read this section before you buy.

Once a mouthpiece has been removed from its sealed packaging, fitted, moulded, inserted into the mouth or used in any way, it cannot be returned, resold or refunded because you have changed your mind. This applies no matter how briefly it was worn and no matter how carefully it was cleaned. There is no way for us to verify or restore the hygiene of a used oral device, so it is destroyed rather than resold.

If you are unsure whether a Hushora mouthpiece is suitable for you, please read our suitability guidance and ask us before ordering. We would much rather answer your questions first than have you discover this afterwards.

Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts or modifies the consumer guarantees that apply under the Australian Consumer Law. Those guarantees apply in addition to this policy and cannot be contracted out of.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

In plain terms: the hygiene restriction above applies to change of mind. It does not apply if the product is faulty, damaged, unsafe, significantly different from its description, or not fit for the purpose we described. If any of that is the case, contact us — your rights are unaffected by the fact that the item was opened or used.

Change of mind — unopened and unused items

You have 30 days from delivery to request a change-of-mind return. To be eligible, the item must be:

• in its original, unopened retail packaging with any seal intact;
• unused, unfitted and never inserted into the mouth;
• complete, including the carry case, fitting tool, cleaning brush (where included) and printed instruction manual;
• accompanied by proof of purchase.

For the Sleep Kit and Couples Kit, the whole kit must be returned complete. We cannot accept a partial return where one mouthpiece has been opened.

You pay the return postage on change-of-mind returns, and we recommend a tracked service — until the parcel reaches us it remains your responsibility. Because we ship free of charge, our original outbound shipping cost is not refunded on a change-of-mind return.

Faulty, damaged or incorrect items

Please inspect your order as soon as it arrives. If anything is defective, damaged in transit, or not what you ordered, contact us at support@hushora.shop with your order number and photographs of the item and its packaging.

Where an item is faulty, damaged or incorrect, we cover the return postage, and you may choose a replacement or a refund where the failure is a major one. This applies whether or not the item has been opened, and it applies regardless of the hygiene restriction above.

How to start a return

1. Email support@hushora.shop with your order number and the reason for the return.
2. Wait for a return authorisation. Returns sent without authorisation cannot be accepted or refunded, and we are not able to send unauthorised parcels back to you.
3. If your return is authorised, we will reply with the return address and step-by-step instructions. Please do not send anything back until you have received that authorisation.

Refunds

We will let you know once we have received and inspected the return, and whether the refund is approved. Approved refunds are returned to the original payment method within 10 business days. Your bank or card provider may take additional time to post it to your account. If more than 15 business days have passed since we told you the refund was approved and you still have not seen it, please email support@hushora.shop.

Refunds are issued in Australian dollars for the AUD amount charged. If your card was billed in another currency, your provider’s exchange rate at the time of the refund may differ from the rate at the time of purchase, and any difference is outside our control.

Cancellations

If you contact us before your order has been dispatched, we can usually cancel it and refund you in full. Once it has been handed to the carrier it needs to be handled as a return.

Exchanges

The quickest route is to return the eligible item and place a new order. We can only exchange items that meet the change-of-mind conditions above, or that are faulty, damaged or incorrect.

Items we cannot accept back

• Any mouthpiece that has been unsealed, fitted, moulded, inserted into the mouth or used — except where it is faulty, damaged, unsafe or incorrect.
• Gift cards.
• Items returned without a return authorisation.
• Items returned after the 30-day change-of-mind window has closed.

Questions

Email support@hushora.shop. We would always rather talk it through before you order than afterwards.

Hushora is operated by Vincent Owens, ABN 93 343 735 423.