Refund and Returns Policy

Refund & Return Policy

HNY RUSH — Last updated: 01 August 2026

At HNY RUSH, we stand behind the quality of every gel we ship. This policy explains when a refund or replacement applies, and what we need from you to process it quickly and fairly.

Eligibility for Refund / Replacement

You may be eligible for a refund or replacement if:

  • You received a damaged, leaking, or tampered product
  • You received the wrong item or an incomplete order
  • The product was expired or close to expiry on arrival
  • The outer packaging or seal was compromised at the time of delivery
Required

Unboxing Video & Photos — Mandatory

Because HNY RUSH is a consumable food product, we can only process damage, tampering, missing-item, or wrong-item claims if they’re supported by a clear, unedited unboxing video and photos. This protects both you and us from disputes and helps us catch courier-handling issues early. Claims submitted without this proof cannot be approved.

How to Record a Valid Unboxing

  1. Start recording before you cut, tear, or open the outer shipping box — the video must be continuous with no cuts or edits.
  2. Clearly show the courier packaging label with the AWB/tracking number and your order number.
  3. Film the box being opened and every item being taken out, one at a time.
  4. If a product is damaged, leaking, tampered, missing, or incorrect, show it clearly and closely in the same continuous video.
  5. After the video, take 2–3 clear photos of the affected product(s), the shipping label, and the inner packaging.

Videos that are edited, cut, or start after the box has already been opened cannot be accepted as valid proof.

Claim Window

Refund or replacement requests must be raised within 48 hours of the delivery timestamp shown on your courier tracking. Requests raised after this window will not be eligible, as we’re unable to verify handling after this point.

How to Raise a Claim

  1. Email us at support@s.hnyrush.com with your order number in the subject line.
  2. Attach your unboxing video and photos (use a file-sharing link such as Google Drive or WeTransfer if the video is large).
  3. Briefly describe the issue.

Our team will review your claim and respond within 2–3 business days.

Refund Timeline & Method

Once a claim is approved:

  • Refunds are issued to your original payment method within 7–10 business days
  • Alternatively, you may opt for a free replacement of the affected item(s), subject to stock availability

What’s Not Covered

  • Change of mind after the product has been opened or consumed
  • Claims without a valid, continuous unboxing video
  • Claims raised after the 48-hour window
  • Minor cosmetic variations in packaging that don’t affect the product itself
  • Reactions or sensitivities to ingredients — please review the full ingredient list before purchase

Need Help?

Reach out to our support team and we’ll sort it out.

Email: support@s.hnyrush.com
Response time: within 2–3 business days