Returns & Refunds
If something is not right, we want to fix it. This page explains what can be returned, what cannot, and how to start.
Because of what we sell, hygiene rules limit which items can come back to us. Please read the eligibility section before you open a package.
Return Window
You have 30 days from the delivery date to request a return. After 30 days we can no longer accept the item, though we will still help with anything faulty.
What We Can Accept
We accept returns of items that are unused, unopened, and still in their original sealed packaging with any hygiene seal intact.
Accessories, apparel, bedding, candles and non-intimate goods can be returned if they are unused, unwashed and in original condition with tags attached.
What We Cannot Accept
For health and hygiene reasons we cannot accept any intimate or personal product once its seal has been broken or its packaging opened, even if the item was never used. This is a legal and hygiene restriction, not a preference.
We also cannot accept lubricants, supplements or other consumables once opened, gift cards, digital downloads, or items marked final sale.
This does not affect your rights if an item arrives faulty, damaged or not as described — see below.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, develops a fault, or is not what you ordered, contact us within 48 hours of delivery for damage, or as soon as you notice a fault.
Send your order number and photographs to support@hiddenhoneyhomes.com. We will arrange a replacement or a full refund including shipping, and we will cover return postage. Opened items are covered here — the hygiene restriction does not apply to faulty goods.
Electrical and rechargeable products carry a 12-month warranty against manufacturing defects from the delivery date.
How to Start a Return
Email support@hiddenhoneyhomes.com with your order number, the items you want to return and the reason. Please do not send anything back before you hear from us.
We will reply with a return authorisation and the address to use. Returns sent without authorisation may not be refunded.
Pack the item securely in its original packaging. We recommend a tracked service — until the parcel reaches us it is your responsibility.
Return Shipping Costs
If you are returning because you changed your mind, you pay the return postage and the original shipping cost is not refunded.
If the item is faulty, damaged or was sent in error, we pay both ways.
Refunds
Once your return arrives we inspect it within 3 business days and email you the outcome.
Approved refunds go back to the original payment method. Your bank typically takes a further 5 to 10 business days to post it.
If a returned item comes back opened, used or without its hygiene seal, we cannot refund it. We will contact you and can return it to you at your cost.
Exchanges
The fastest route is to return the original item for a refund and place a new order, so you are not waiting on stock.
If you would rather exchange, tell us when you request the return and we will hold the replacement where we can.
Sale and Final Sale Items
Discounted items can be returned under the same rules as full-price items unless they are marked final sale.
Final sale items cannot be returned or exchanged except where they are faulty.
Cancelling an Order
You can cancel before your order enters fulfilment. Email support@hiddenhoneyhomes.com straight away with your order number.
Once an order has shipped it cannot be cancelled, but you can return it under this policy if it is eligible.
Retreat Bookings
Retreat stays are not covered by this policy. Cancellations and refunds for a stay follow the booking terms you agreed at the time of booking.
Contact Us
Start a return or ask a question at support@hiddenhoneyhomes.com. Include your order number and we will keep it simple.