Refund policy
Last updated: 14 September 2026
At Hush Air (Pty) Ltd, we want customers to receive the correct product in good working condition. This policy explains how returns, exchanges, defective products and refunds are handled.
Nothing in this policy is intended to exclude or restrict any rights that a consumer may have under applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and, where applicable, the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
1. CHANGE-OF-MIND RETURNS
Due to the nature of vaping products and the health and hygiene considerations associated with products that come into contact with the mouth, we may be unable to accept a non-defective product that has been opened, used or activated, except where applicable law provides otherwise.
If you wish to request a return of an unopened and unused product, please contact us as soon as possible.
The product should be returned in its original packaging, with seals intact where applicable, together with proof of purchase.
Any statutory cooling-off or cancellation rights that apply to an electronic transaction remain unaffected by this policy.
2. DEFECTIVE PRODUCTS
If your Hush Air product is defective, please contact us as soon as reasonably possible after discovering the problem.
We may request reasonable information to assess the issue, such as:
- Your order number
- A description of the fault
- Photographs or video demonstrating the problem
- Photographs of the product and packaging
Where appropriate, the product may need to be returned for inspection.
If a product is found to be defective and the customer is entitled to a remedy under applicable South African law, Hush Air will provide the appropriate remedy, which may include repair, replacement or refund, as required by law.
Opening or using a product does not remove a customer’s statutory rights where the product itself is defective.
3. INCORRECT OR DAMAGED ORDERS
If you receive a product that is different from what you ordered, or your order arrives damaged, please contact us promptly.
Please retain the product, packaging and courier packaging until we have assessed the issue.
Where Hush Air supplied the incorrect product or the product was delivered damaged and the customer is entitled to a remedy, we will arrange an appropriate solution at no unreasonable cost to the customer.
4. PHONE MODEL & COMPATIBILITY
Hush Air products may be manufactured for specific phone models.
Please check your exact phone model carefully before placing your order.
If you select the incorrect phone model when ordering and the product supplied matches the option you selected, this will not normally be treated as a defective or incorrect product supplied by Hush Air.
If the product remains unopened and unused, contact us and we will advise whether an exchange or return can be accommodated, subject to this policy and applicable law.
This section does not limit any statutory rights that may apply.
5. FLAVOUR SELECTION
Customers are responsible for selecting their preferred flavour before completing checkout.
Personal preference regarding the taste of a correctly supplied product does not, by itself, mean that the product is defective.
Due to hygiene considerations, opened or used products generally cannot be exchanged simply because the customer does not like the selected flavour, except where applicable law provides otherwise.
6. ITEMS THAT GENERALLY CANNOT BE RETURNED
Subject always to applicable consumer law, we generally cannot accept ordinary change-of-mind returns for:
- Used vaping products
- Activated vaping products
- Products that have been opened where hygiene or health considerations prevent resale
- Products damaged through misuse
- Products damaged through unauthorised modification
- Products returned without their original components where this prevents proper assessment
These exclusions do not apply where they would unlawfully restrict a customer’s rights regarding defective, unsafe, incorrectly supplied or otherwise non-compliant goods.
7. MISUSE AND ACCIDENTAL DAMAGE
Damage resulting from misuse, accidental damage, improper charging, unauthorised modification, physical damage or use contrary to supplied instructions may not constitute a product defect.
Each case will be assessed based on the circumstances and applicable law.
8. RETURN PROCESS
Before returning a product, please contact Hush Air so that we can provide the appropriate return instructions.
Do not send or deliver products to our administrative address without prior authorisation.
When contacting us, please provide your order number and the reason for the requested return.
If a return is approved or required, we will provide instructions regarding where and how the product should be returned.
9. RETURN DELIVERY COSTS
Where a return results from a verified defect, incorrect product supplied by Hush Air or another circumstance where Hush Air is legally responsible for the return, we will handle reasonable return costs as required by applicable law.
For an eligible change-of-mind return that is not caused by an error or defect attributable to Hush Air, the customer may be responsible for applicable return-delivery costs where permitted by law.
10. REFUNDS
Once a returned product has been received and assessed where assessment is reasonably necessary, we will notify you of the outcome.
Approved refunds will be processed using the original payment method where reasonably possible, or another appropriate method where necessary.
Although Hush Air will process approved refunds without unreasonable delay, the time taken for funds to appear in your account may depend on your bank or payment provider.
11. PRICING OR ORDER ERRORS
If an obvious pricing, stock or technical error affects an order, Hush Air may contact the customer before fulfilment to resolve the issue, subject to applicable South African law.
If Hush Air cancels an affected order after payment has been received and the customer is entitled to repayment, the relevant amount will be refunded.
12. CANCELLATIONS
If you wish to cancel an order, contact us as soon as possible.
Whether an order can be cancelled immediately may depend on whether it has already entered fulfilment or been dispatched.
Any cancellation or cooling-off rights provided by applicable South African law remain unaffected.
13. CONTACT US
To request a return, report a defective product or ask about a refund, contact:
Hush Air (Pty) Ltd
Website: hush-air.co.za
Email: hushair13@gmail.com
Telephone: 069 991 6762
Physical address: Atterbury Court Office Park, Pretoria East, South Africa
Administrative address only — not a retail store or customer collection point.
Company registration number: 2026 / 716598 / 07
Please contact us before returning or delivering any product to the administrative address.