Refund policy

If you are not 100% satisfied with the product, you are welcome to contact us within 30 days of delivery to request a return or exchange. Please email us at horizonstoresco@gmail.com and we will guide you through the process. You can also get in touch through our contact form.

Please note that any unauthorized returns will not be accepted.

RETURN/EXCHANGE CONDITIONS

  1. The after-sale warranty is 90 days after the date of receipt (according to logistic information).

  2. Items returned must be unopened or in good condition with the original packing. We do not accept a returned item that has been manipulated, damaged, or altered in any way.

  3. In the case a partial refund from a bulk order is required, the refunded amount will be of the discounted item.

  4. We do not accept returned items that are sent back by you directly without checking with us first.

  5. You will be responsible for the shipping fee (the return shipping fee and the resending shipping fee) for returns and exchanges, unless you received a damaged, defective, or incorrect item.

  6. Special offers and Horizon Stores gift cards cannot be exchanged or returned. 

RETURN/REFUND PROCESS

  1. Please contact horizonstoresco@gmail.com first and we will write back to you as soon as possible. 

Please tell us the details of your order in the email: your name, order number, and reason (optional). We will first check if the product you received meets the requirements for return or exchange.

  1. Return/exchange broken or defective item(s): You must attach a picture that clearly shows the broken/defective items and describe the issue(s) with your item. Please let us know if you cannot send a picture and we are happy to help.

  2. If you are eligible to return an item and need to return it, we will issue you a return address and RMA (Return Merchandise Authorization) number to clearly write on the label or the outside of the box. We cannot proceed with your request unless the given RMA number is present and clear on your package and you have provided us with a tracking number via email at horizonstoresco@gmail.com.

  3. After receiving the return address we sent to you, please return your items within 7 working days. Items returned after 7 days will not be eligible for an exchange or refund.

  4. Once your package has arrived at our facility it will take a few days (in rare cases it can take up to 14 days) for us to process your request. During this period our warehouse staff will verify and account for everything you have sent us. As soon as we get a confirmation from our warehouse, we will get in touch with you via email to confirm we have received your return and finalize the process. We will handle the refund to your account in accordance with the return conditions.