Returns & Refunds Policy
At Horizon Superstore, we aim to ensure every customer is happy with their purchase. However, we understand that sometimes things don’t go as planned. This page outlines everything you need to know about returns, refunds, and exchanges.
Returns Window:
We offer a 14-day return period from the date of delivery. If you change your mind, or something isn't quite right, you have the option to return your item within this time.
For faulty or defective goods, we kindly ask you to contact us first. Once authorised, you can return the item for inspection, and we will offer either a replacement or a full refund depending on the outcome.
Customer Return Shipping Costs
We aim to make returns as fair and straightforward as possible. Return shipping costs depend on why the item is being returned:
If the Item is Defective, Damaged, or Incorrect:
If you've received a faulty, damaged, or wrong item, we will take full responsibility for the return, Horizon Superstore will:
- Cover 100% of the return shipping costs
- Provide a prepaid return label (where applicable)
- Arrange a free replacement or offer a full refund
- In most cases, we'll guide you through a simple process to return the item at no cost to you.
If Returning for Personal Reasons (e.g., Change of Mind):
If you’ve changed your mind or no longer want the item, you may still return it within 14 days, but:
- The return shipping costs will be your responsibility
- You may choose your preferred return method or courier
- We strongly recommend using a tracked and insured shipping service to ensure the item reaches us safely
Note: Refunds in these cases will only be processed once the item is received and inspected, and the item must be returned in original condition and packaging.
Condition of Returned Items
To qualify for a return, items must meet the following criteria:
- Unused and in their original condition.
- In original packaging, including any accessories, manuals, or extras.
- Resalable condition, free from damage or signs of use.
Important Exceptions:
Certain products are generally non-returnable, including:
- Perishable goods (e.g., food, plants)
- Personal care items (e.g., toiletries, cosmetics)
- Custom-made or personalised products
Refund Policy
Processing Time:
- Refunds are processed within 5–10 business days after we receive and inspect your returned item.
Refund Method:
- Refunds are issued via your original payment method (e.g., debit/credit card, PayPal or Stripe).
Partial Refunds:
In some cases, partial refunds may be issued if:
- Items are used, not in their original condition, or missing parts.
- Returned without proper packaging, reducing resale value.
Non-Refundable Fees:
- Shipping charges, express delivery upgrades, and any service fees are non-refundable unless the fault is ours.
Exchanges
Defective or Damaged Items:
- We offer free exchanges on faulty or damaged products at no additional cost to you.
Exchanges for Preference (e.g., Size or Colour):
- If you wish to exchange for another size, colour, or style, you may be asked to cover the return shipping fee.
- We will dispatch the new item once the original is received and inspected.
Note: All exchanges are subject to stock availability. If your requested replacement item is out of stock, we will offer you the option of a full refund or an alternative product of similar value.
Important Notes & Guidelines
Always contact our customer service team before returning any item to receive a return authorisation number.
This allows us to:
- Verify your order details
- Confirm return eligibility
- Provide return instructions or prepaid labels.
Unauthorised returns may be refused or significantly delayed.
Return and exchange eligibility may vary depending on product category or supplier policies.
Late returns (beyond the 14-day period) may be refused or subject to a partial refund.
Need Help? We’re Here for You
If you have any questions about returning an item, exchanging a product, or checking the status of your refund, our customer support team is always ready to assist you.
You can reach out to us via our Contact Page for:
- Help with starting a return or exchange
- Updates on your order or refund progress
- Clarifications on return eligibility and product condition
- General advice on your order or product options
We aim to respond to all enquiries within 24–48 business hours and will do our best to resolve any issues quickly and fairly.
We bring you a carefully selected range of quality products from trusted suppliers around the world. Every item we offer is chosen with your satisfaction in mind, combining great value with dependable performance. We’re committed to fast, reliable shipping and providing outstanding customer service every step of the way. Your happiness is our priority.
Email Support: support@horizonsuperstore.co.uk
Phone Support: (+44)7923035090 (UK Format)
Support Hours: Monday – Friday, 9am – 6pm
Response Time: Within 24 hours on business day
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