Refund Policy

1. DO YOU HAVE A RETURN POLICY OR EXCHANGE POLICY?

Yes, we are pleased to offer a return policy on unused products. We find that we have remarkably low return rates and we tested most of our bestselling products ourselves.

2. FOR WHAT REASONS CAN I RETURN MY ORDER FOR A REFUND?

2.1: Refund

We are more than happy to accommodate returns on products unused within 30 days after the delivery date. You may return your products order for a Full Refund ONLY if they have been unopened and not taken out of the packaging, or as below

  • The product itself (not including packaging materials) arrived damaged or defective. Photo/Video proof is needed. 

Please take note of clause 2.1, you will have to bear for the return shipping, we will waive any processing fees, except if the product is damaged during transit.

2.2: Exchange

You may exchange your products if

  • The product itself (not including packaging materials) arrived damaged or defective. Photo/Video proof is needed. 
  • The product was not the correct product that you ordered. Photo/Video proof is needed.

Please take note of clause 2.2, we will bear the shipping cost, by giving you an equivalent discount in value when you ship it back to us, if applicable.

2.3: Extremely Late Delivery (more than 45 days)

We will also guarantee a refund for delivery of more than 45 days, except for conditions beyond our control such as a wrong address, recipient unavailable, postal strike, and force majure. Please contact us and we will issue a refund accordingly. 

3. HOW DO I MAKE A RETURN?

3.1: You must contact us first at ([email protected]) within the 30 days return time period. All products must be shipped back in the original packaging.

3.2: Once the refund/return is approved, we will send you our return warehouse address in the US. Please take note that all returns and refunds must be authorized before you send them to us in order for us to track them.


4. DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN?

You are responsible for all return shipping costs, except when the wrong product is sent/damaged and we recommend that you send your return with a tracking number because we will not be responsible for lost returns.

Also, please indicate on the package “HORIZON NEO-RETURN, NO DUTIES” and the RAN (Return Authorization Number), or your package may be returned to you.

5. WHEN WILL I RECEIVE MY REFUND?

A full refund will be issued to your original payment method after we have received, inspected, and confirmed that the products are in original condition. Please allow 3 to 7 working days.
You may also contact us by e-mail at [email protected] and we will reply to you within a few hours.

6. ORDER AMENDMENT/CANCELLATION

It is the responsibility of the buyer to make sure that she or he enters the correct product, size, variant, etc. when making an order. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order details once the order has been made. If you decide you need to change a detail about your order, please write to us at [email protected] or use the contact us form within 24 hours of placing your order.

We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so. If it's too late for our team to make the change, you can return your order to us once you've received it by contacting us, and we will refund you the money.