Refund policy

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, unwashed, unaltered, with any original tags, and in its original packaging. You will also need your receipt or proof of purchase. Personalized and made-to-order items are eligible under the same 15-day window when they meet these condition requirements.

To start a return, contact us at contact@petalhush.com before sending anything back. Approved returns must be sent to:

INTILACE COMPANY LIMITED (PetalHush)
Unit 2A, 17/F, Glenealy Tower
No. 1 Glenealy, Central
Hong Kong Island, Hong Kong SAR

If your return is accepted, we will send return instructions. For change-of-mind returns, you are responsible for purchasing a tracked return shipping service. If an item is defective, damaged, or incorrect, PetalHush will cover reasonable return shipping costs or provide an appropriate remedy. Items sent back without first requesting a return will not be accepted.

Damages and issues

Please inspect your order when it arrives and contact us promptly if it is defective or damaged, or if you receive the wrong item. Include your order number and clear photographs so we can evaluate the issue and make it right.

Exceptions and non-returnable items

We cannot accept items that have been used, washed, altered, or returned without their original packaging, nor can we accept gift cards. Please contact us if you have questions about a specific item. Your statutory consumer rights are not affected.

Exchanges

The fastest way to receive a replacement is to return the item you have. Once the return is accepted, place a separate order for the replacement. For defective, damaged, or incorrect items, contact us first so we can arrange the appropriate remedy.

European Union cooling-off period

If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification, subject to applicable law. Because our standard return window is 15 days, eligible EU returns may be requested within 15 days after delivery. Items must be unused, unwashed, unaltered, with any original tags, and in their original packaging, and you will need the receipt or proof of purchase. Nothing in this policy limits any mandatory consumer rights.

Refunds

We will notify you after we receive and inspect your return and tell you whether the refund is approved. If approved, the eligible amount will be refunded automatically to your original payment method within 10 business days. Original outbound shipping charges are not refundable for change-of-mind returns, but they will be refunded when required by law or when the return results from a defective, damaged, or incorrect item.

Your bank or card issuer may need additional time to post the refund. If more than 15 business days have passed since we approved your refund, contact us at contact@petalhush.com.