Refund policy

Shopping with Bushbalm Self should come with clear next steps if something is not right. This policy explains how to request a return and how approved refunds are handled.

Requesting a return

Contact support@firsthidden.com within 30 days after your order is delivered. Include your order number, the item involved and the reason for your request. Please keep your proof of purchase and the product packaging while we review the request.

Eligibility and product condition

Tell us whether the product has been opened or used and describe its condition. We will explain the applicable return conditions before you send anything back. For personal-care products, we consider the item’s condition, relevant hygiene and safety factors, and applicable consumer rights when reviewing a return.

How the return works

1. Email us with the order details and any relevant photographs.
2. Wait for the return instructions, including the correct destination and shipping arrangements.
3. Pack and send the approved items as instructed, and keep the shipment reference.

We pay the shipping cost for eligible returns. Please obtain instructions before posting a parcel: our public merchant address is not automatically the return destination.

Inspection and refunds

After the return has been received and reviewed, an approved refund is processed to the original payment method within 10 business days. Your payment provider may need additional time to display the credit. We will explain the outcome if a requested return does not qualify.

Damage, missing items or an incorrect order

Contact us promptly if an item arrives damaged, is missing or differs from your order. Include the order number and, when relevant, clear photographs of the item and packaging. We will review the issue and explain the appropriate remedy; your applicable statutory rights remain available.

Changes, cancellations and exchanges

Ask us as soon as possible about an order change or cancellation. We will check whether it can still be made before dispatch; it cannot be guaranteed once fulfilment has progressed. For an exchange, contact us first so that we can explain the available return and replacement options.

Your rights and how to reach us

This policy does not limit mandatory consumer rights or remedies that apply in your province. For help with a return, email support@firsthidden.com or call 709-555-1146. See our Shipping Policy for delivery information.